Dog mess.

[Douglas678]

Just had a guest with a pet.   Had dog poop smeared into the cushion along with a ton of dog hair.  Also very dirt bedsheets (not from dog).   How would you handle this review?  Make a claim?   Requests additional fees?  Etc

[Emiel1]

@Douglas678 

Your listings shows you allow pets. And you charge a pet fee (which usualy is for the extra cleaning).

Although what you mention is ofcourse unacceptable behaviour of the guest.

But making a claim can lead to bad review (retaliating).

Maybe clean it up and mention something in the guest review and/or give less start for cleanliness...?

[Snehal1]

I would document everything with clear photos before cleaning, especially the cushion damage, dog hair and stained bedsheets.

If there is actual damage or an unusual additional cleaning cost, I would raise a claim through Airbnb with the photos and cleaner’s invoice/estimate rather than simply asking the guest for an extra fee.

For the review, I would keep it factual and professional—mention that the property required substantially more cleaning than usual and that there was pet-related damage.  You charge Pet fees for extra cleaning, No need to be angry or personal.

Also, check your pet rules and make sure the guest was aware of them before deciding how to handle the claim.

[Patricia2526]

Hi @Douglas678 

I agree with @Emiel1 if the issue is manageable, I would just have it thoroughly cleaned and sanitized. This is actually one of the reasons I no longer accept pets in my listings. Unfortunately, not all pet owners are responsible enough, and some may not properly clean up after their pets or disclose accidents and damages.

As hosts, we want to be pet-friendly, but we also have to consider the extra cleaning, odors, stains, possible damage, and the experience of the next guest. It’s not the pets themselves that are the problem it’s the responsibility of the owners. Sometimes, setting a no-pet policy is simply the more practical choice for protecting the property and maintaining a consistent guest experience.

[Elisa]

Hi @Douglas678 😊, 

I'm sorry this happened to you.

I'm glad to read the hosts shared good advice.

What did you end up deciding after reading their comments?