Guests left our Property EXCESSIVELY DIRTY!

[Mark5845]

So, normally we have over the last almost 2 years had exceptional guests, respectful, follow rules, respect our home and no major issues.  We recently had people in that left the place UN BELIEVABLY DIRTY.  We pride ourselves in a Clean unit and that is one of the things that everyone comments on is "The Place is so Clean and Decorated Beautifully"  - SO what do we do with having guests leave the place with GREASE on every Cabinet, all the kitchen walls are greased from whatever they cooked, place SMELLS of WHATEVER they cooked, every bed covering, throw pillows, bed pillows and everything (LOOKS like they shaved in bed) covered hair, greasy looking, dirty diapers in closet in bedroom, big living room rug has food stains on it and is filthy, we ask guests to remove shoes in house (yes a wish) and mud and dirt all over floors and rugs!  BASICALLY not a normal clean for new guests coming in today!

What are options with AirBnB to charge EXTRA for excessively dirty unit?

[Mike-And-Jane0]

@Mark5845 you will probably need a receipt from your cleaning company which will be an issue if you clean yourself.

My advice is to review the guest first and hope they review you before the 14 day deadline for claims. Claiming first guarantees you a damaging review that you might struggle to get removed.

[Joan2709]

@Mark5845 

I agree with @Mike-And-Jane0 , it's best to not let on to guests you will be filing an Aircover claim until they write their review.

Timing of Your Review & Aircover Claim

Handling these scenarios is all about timing of your Air Cover claim and your review of the guest in order to prevent a retaliatory review and/or false claims from the guest:

3 important dates to remember:

- 14 days to file the Aircover claim 

- 14 days to write/submit a review (Host & Guest)

- 30 days to submit any addl proof if asked (video/photos/receipts)

I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest to my Host clients they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, etc.). Do not post your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review and file your claim. Give yourself enough time to enter the information on Airbnb just before the cutoff. If Airbnb asks for more information on your Aircover claim, you have 30days to provide it, so don't miss that deadline either.

If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest AFTER the 14day window has expired that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once it is posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests.