Checkout

[Nathalie340]

hi everyone

so our tenants checked out today. we have a self check out policy to make guests more comfortable where they lock the door and ut the key in the lockbox

after receiving a message fom the tenant they had left, i saw from the security camera notifcation that the door has been wide open for the past hours

i now have to send someone specially to lock it, shoudl i charge them extra and write it in their review? what do you suggest?

[Andrea9]

@Nathalie340

Sounds like they might have assumed the cleaning service would be there right after and  take care of it.

I'd have messaged them about leaving the door open which is an open burglary invitation instead of following your check-out instructions. That you will have to pay somebody to close the door which you will be requesting per Resolution Center.

I'd wait out their reaction and see how they react to your message and the extra charges. Ony then mention anything in the review but don't mention any resolution process because that will be removed by Airbnb.

I also wouldn't put in more than something like it would have been better if apartment safety had been warranted upon checking out by checking apartment door wasn't left open. That was off the cuff and I'm sure you'll find a better wording.

[Andrea9]

Amazing listing BTW! 😄

[Quincy]

Hello @Nathalie340,

Welcome to the Community Centre 🙂 

I'm sorry to hear about your guests not following the checkout procedure. I was wondering if you have seen @Andrea9's helpful comment? 

You've got a beautiful property @Nathalie340! 

Let us know how you resolved this.