A noncompliant guest.

[Mike-and-Paige0]

I presently have a guest(Check out is today, that had a party disregarded the amount of people allowed, and needed a professional grade shampooer to come this morning before check out. 

I would not want any of my fellow Hosts to have to deal with this character, but i am new at hosting Airbnb. So, how can I inform the web site of this incident, so this can't happen to anyone else? FYI... this guest had excellent reviews. 

[Helen3]

Leave a honest review and mark them down to 3 for cleanliness so they can’t IB @Mike-and-Paige0 

[Emilia42]

Apparently, a guest has to have a 1 star to prevent them from instant booking. 

[Anonymous]

@Helen3  3 stars sounds awfully generous for a guest that lied about their party size and required professional shampooing. If the bar is that low, what would a guest have to do to get 1 star? Set the rug on fire but pee on it before the house burned down?

[Helen3]

If you actually read my post you would see I said three stars for cleanliness. The OP said nothing about any other cleanliness issues throughout the house other than the carpet needing shampooing.

I didn't mention anything about what rating they should give for breaking house rules.

No need for the sarcasm 🙂

[Mark116]

@Mike-and-Paige0   It probably is not worth it to ask for any money from the guest for extra cleaning or an extra person, as this can trigger a retaliatory review.  I would wait until the last day to review them and then give them the review they deserve....but make sure it doesn't sound emotional or unprofessional.  Just that X was Y [I always try to say something positive like polite or friendly], but unfortunately, X did not follow our house rules and the place required extra cleaning beyond the normal use....something like t hat. 

PS...We have also had several, and I mean, several, guests who had rave reviews and we found them to be poor to bad as guests. 

[Debbie60]

Hi Mark, I had a guest check out today.  They clearly didn't read the rental agreement or the home operating instructions because they left the house a total mess. I have been hosting for my parent's cabin since 2014.  This it the first guest who has left the place in such shape. My caretaker charged me an extra $75 for cleaning and I already pay her $225.  The guest paid $200 cleaning fee when they booked the cabin, but the rental agreement and home operating instructions are pretty clear about what is expected of our guests at check out. Our place is in South Lake Tahoe.  I am torn about how to handle.  I would like to make a claim with airbnb for the extra $75, but don't want to trigger a bad review in retaliation.  Any suggestions?  I am pretty sure I have to report this to airbnb by tomorrow.

[Mike-and-Paige0]

Thank you all for your honest and informative correspondence. We truly appreciate it. 

[Belinda220]

I have one, presently, who told me to get my 100 year old house windproofed because she couldn't concentrate on her poetry etc.  I live in the mountains in NSW and this is the way it is.  It's windy.

[Belinda220]

I also just had guests who spilled food on my kitchen rug.  I can't get the stain out and they did not offer to pay for cleaning etc.  Anyone else know how to deal with this ?

[Mike-and-Paige0]

Hi Debbie, 

      Im sorry you had a bad but similar experience. Although we are just getting started with thIs resolution process, I can share with you what we’ve learned thus far. 
I called Airbnb yesterday to understand what is required on our part, because we are concerned too about starting a retaliation war with our former guest. 
       We need to put in a claim because our cleaning service came yesterday and needed to stay double the amount of time.   So we had to double their salary. Then the guest ruined the sheets in one bedroom, so they need to be replaced.

      Airbnb instructed me to include in the request to the guest the findings, and the reasons why we need compensation. I don’t want to fight I want to be compensated for the damages. We are giving it a couple more days, because we want this guest to put in their review before we start this process. I will keep you posted with the outcome.

[Linda108]

@Mike-and-Paige0   Just to clarify you are dealing with several different processes.  One is a claim for damages, which includes additional cleaning expenses, that must be started within 2 days of check out and requires you contact the guest first before going to Air BNB.  You have to have all your proof of damage by the guest and the actual cost of damage.  You do not have time to wait a few days for a review to be posted.  

Secondly, you have two processes regarding the guest violation of your rules.  One is your review and the other is to report the guest profile.  This is part of host community responsibility that some hosts do not take seriously, thus allowing other hosts to think the guest is a good one.

Finally, if you let a potential negative guest review dictate how you manage your business, you will severly restrict your options to react to guest behavior.  You have the option to respond to any review and it is your professional response that will matter to potential guests, not a single negative review. 

Kudos to you for seeking feedback from the community as you grow  in this business.  Many of us have had to face some of the same decisions.  

[LaToya16]

Hello Linda,

What does reporting their profile do exactly? I went through the steps before submitting it to see what the consequence would be but I am still not sure.