House left in dissaray

[Clare422]

So I've just had guests leave my property after booking for work accommodation.  They did advise (from the initial booking) that they had received a previous 'bad' review due to friends messing another property, this was not work related.  They left the toilet blocked, a trundle bed was left soiled with faeces and vomit (which they are disputing).  My cleaners leave this bed folded up with linen on top, the bed was clearly unfolded, linen was missing (in another room) and left in a disgusting condition (of why my cleaners took photos).  I have let the guest know this was unacceptable and that I will be charging a cleaning fee (as I have to throw the trundle bed out - can't be cleaned).  The guest is disputing what is clearly proven damage to the property.  No doubt I will receive a bad review for complaining about the state of the property on my cleaners arrival.  Why and how is it possible to be given, what inevitably will be a bad review, when the damage was clearly from the actions of the guests?  

What is a reasonable extra cleaning fee to charge?  My property is in Hervey Bay, Queensland, Australia.

Thanks Clare

[Branka-and-Silvia0]

@Clare422  there is no "reasonable" cleaning fee, you should show the bill with extra hours specified. Otherwise, it may not be accepted by Airbnb.

And for the sheets and bedding which you had to throw you should make a damage claim. If you have a receipt of your sheets or you should find the same or similar ones online and take a screenshot to prove how much it costs

Regarding their bad review and rating, you could try to ask Airbnb to remove it but it will depend on what they will write. Usually, Airbnb doesn't remove the reviews and if they do, the rating still remains.

Retaliatory and false reviews and ratings are common Airbnb unfortunately. It is not the question IF some host will get it but rather WHEN. We got one last week as well. We didn't even bother to ask Airbnb to remove it, we just responded to it. It is not fair how some idiot guest can easily ruin a host's work and source of income but it is so common here on Airbnb that we were neither surprised, nor stressed about it.