I had a long-term reservation check in, 2 adults and 3 children plus a cat, and pretty much immediately trash the house and break our house rules. Housekeeping spoke with them the first week and explained that we change lines and sanitize the bathroom, sweep and mop (assuming we can get to the floor) but that we don't do dishes or pick up behind family members.
Conditions in the house did not improve. The guests took all the linens and protective coverings off the bed and the cat or one of them left a urine stain on a brand new mattress.
Our house rules require that if you travel with your pet, you need to keep it off the furniture or keep the furniture covered.
I called Air B&B and was told by the rep that I could cut the reservation short penalty free and the guest would not be refunded the first 30 days IF I provided good documentation and photos of the damage which I did.
I sent a polite message to the guest telling them I didn't think this was going to work out but gave them a few days to find something else.
Now after having the case passed like a hot potato for Case Manager to Case Manager, they have been fully refunded even one night they were still in the house.
I've never had less that a straight 5 star review in every category and in every house I've got listed and I've never had less than 5 stars as a guest either. This guest had NEVER stayed in an Air B&B before, had NO reviews and yet now she's been allowed to have a negative effect on my listing (which is greatly fairly new but has had all perfect reviews so far) and she could potentially affect my Super Host status.
I don't get why a person with no Air B&B history (and her son told me they'd been kicked out of their previous hotel) is allowed so much latitude to damage first my house and now my reputation within the community.
They also damaged a wall, a gutter, the hardwood floors and a nightstand.
