Vomit carpet stain

[Justine336]

Hi all,

A guest vomited on the carpet in our Airbnb unit. They made a poor attempt to clean it up but it has left a large stain. They did not make me aware that this has happened. I used carpet stain remover after the cleaner informed me but no such luck to remove the stain. 

Airbnb said I need to resolve it directly with the guest. I have never had this issue before so wondering how you go about doing this? I will need to hire a professional machine to clean. Do I invoice them for this? 

thanks for any insight 🙏

[Helen3 · Accepted solution]

If you look on the Airbnb Help website it talks you through the steps you need to take to claim on the Airbnb Guarantee @Justine336 

Basically as Airbnb advised you contact guest to submit a claim under the guarantee  with photo/video evidence you took of the damage before you tried to clean it and let them know you couldn't  get the stains out so are hiring a professional  carpet cleaner and will be invoicing them for the cost

if the guest doesn't reply or denies Airbnb will adjudicate .