I’m being tested this week.
I have six studios and a small office onsite where I store appliances and items I don’t include as part of the listing like yoga mats, beach coolers, grocery trolley, slow cooker, Nespresso machine, so many things. I don’t feel these items are necessary inside each unit. Unlike a microwave, basic things. The ones that need a signature are expensive, they require sanitizing, rust prevention, it’s just easier to have guests sign them out if needed and to store them properly.
To sign them out I have a simple form that lists guest info, item description, condition, replacement value and cleaning fee (if any, usually waived out of kindness). A crop of my form is attached to show you the disclaimer section.
They sign under this agreement:
Guest agrees to return borrowed or rented items free of stains or damage. Guest is responsible for ensuring proper care of item(s) by all family or group members. If stains or damage occur, guest agrees to pay for repairs or replacement to return item(s) to original condition.
Well, for the first time a guest broke an appliance marked in new condition worth $150. We tried to repair it but it’s a power knob that’s snapped in half, I feel gluing it back would make it a fire hazard. Looks like it would take force to break that knob in half. I don’t feel it’s wear and tear, looks like it was turned beyond its maximum point and snapped in half from force. Almost like if you turned the knob of your stove to the point it can’t go further and keep turning, and the whole thing snaps.
This is rare and never pleasant. I explained to the guest we have to replace it as we can’t repair it, and this needs to be covered, but that one button still works so he’s welcome to keep the appliance.
So why didn’t I let it slide if it’s just $150? A few reasons. We were so generous to start with and I have documents showing every super thing we did during his stay. It bothered me how they just assumed this was no big deal, probably because of how nice we are, but it’s $150. Maybe my ego got in the way when it was assumed this was no biggie. We let them check in hours early, smoke on the patio since there were no guests next door, gave them free meals and toilet paper on Sunday when they didn’t realize restaurants and stores were closed. The price was $100 a night for a luxury studio because of COVID. I guess I just felt like where do I draw the line of generosity? Why should I absorb the cost of this broken appliance. Why am I being so taken advantage of in 20-21, like a parent. These are not my adult children.
His response was of course apocalyptic and says he’s going to leave me a terrible review and report this to AirBnb as he refuses to pay, that AirBnb is one of his advertising clients (bet I didn’t know that), and I stopped reading then as it seemed abusive. I took a breath and responded that he sounds very upset so I’ll wait to speak to the AirBnb representative.
I’m realizing this week that guests can do what they want and retaliate if they break or damage your home.
And that no good deed goes unpunished.
I’m thinking these bonus items won’t be available at all anymore. Was trying to be kind but if I get threatened or abused when they damage expensive things, it’s not worth it for me. I don’t even make money from loaning bonus items so what’s the point. I was trying to be super. There aren’t enough super guests to warrant additional services that could increase comfort. Leave these things in the house and they’ll get stolen or destroyed. Also never their fault.
So I have a photo of the broken appliance and a scan of his signed form to borrow it the day of check-in with of course his agreement to be responsible for repairs or replacement. I wonder if AirBnb will allow his retaliatory review. It’s not like this item was necessary. It’s clear he agreed to borrow it with conditions. What more can I do. I covered myself.
I really need some good things to happen to inspire me to keep going. for now I won’t let guests borrow non-essential things until I’ve had time to rethink this policy and weigh the pros and cons.
The Johnsons