Compensation

[Agathe64]

Hi everyone, 

I really need your advice for an issue I'm facing for the first time : A group of guests came for 4 nights and they didn't clean the flat properly (specified that it should be left clean when you book). 

They told me they swept the floor, but it was only done in the kitchen and living room : the broom was left there, and the pile of dirt was not picked up while I had them indicated the place with all necessary household products and utensils. In addition, the trash was found without bag with a very dirty bottom. The bathroom was not cleaned properly, there is foundation on the walls, hairs in all the drawers and a towel and bath mat were found stained with blood. And finally, they try to dry jeans on a radiator (a label prohibiting it is stuck on the radiator), leaving us traces of blue discoloration on the entire radiator, I'm not even sure if the radiator is recoverable . There is also a big scratch on a wall of the living room. They also left all the dishes dirty. 

We left a quick note about the check-out, and only ask them to swipe the floor (we have a robot vacuum), to start the dishwater (not even tidy the dishes), clean the surface in the living room (there are ring marks of glasses), clean the shower and the bathroom sink to remove hairs. 

The rest of the flat is not very clean either, but I feel they've already pushed the boundaries with what I told you above.

What do you think I should do?

Thank you for your help!

[David-Erik0]

For the scratch in the wall, you can take a photo and try to move to the resolution center, there you have the option to give a personal estimate of the cost or upload the invoice, I suggest the second option therefore the first one for me worked. 

For the rest it's pretty hard and I bet that several other hosts have faced a similar situation, but how you claim a compensation on that? Take a photo of the dirty areas but I think that is too far and will not get the response that you may wish.

[Ana1136]

@Agathe64 I agree with @David-Erik0. It is not my intention to offend anyone but isn't this too much cleaning to expect the guests to do?  I understand that it is written in your description and guests agree when they book, also you seem to be doing great according to your reviews, but I have a feeling this will happen again. Guests will never clean paying attention to details so if you are going to clean after them anyway, why make them do it. 

[David-Erik0]

@Ana1136 My point was not being too much for the guests, but something too much difficult to prove in order to get a compensation, it'ìs neither a damage, except for the wall.

In the moment in which the guest accepted AirBnB T&C and host rules, he/she must comply, the rest is useless. 
Moreover in the section "logistic" of the listing a host can check the box "Cleaning before checkout" so anyway ask guest to clean up is something not completely out of AirBnB minds.

In the end did they comply? Nope according to Agathe

Can her get a compensation for the lack of cleaning? meh, in my opinion nope from the description she has provided.

I can't see my self going around the house trying to take photos of dust, bottles etc and then submit them to the resolution center, I mean, I could, I would have the right to do it and the one to claim a compensation, but if I should send pictures because the house was not cleaned, well then I would prefer that my guest had performed a Satanic ritual at least there would be more juicy things to photograph

[Ana1136]

@David-Erik0 yes I understood you, the rest of my reply was for Agathe 🙂 I was trying to say that she could maybe consider different approach with the cleaning of the apartment. 

[Sasa8]

Charge a cleaning fee and pay a cleaner to clean. I pay my cleaner $10 less than the actual cleaning fee so they do an amazing job. Never expect your guests to clean properly or want to clean at all.

[David-Erik0]

@Sasa8 pay a cleaner it's not something that everybody can do. In my case it takes 3 hours to clean the areas I have to clean, which means that it will cost around €27 /$30 at that point the price of the room would be affected.

[Sasa8]

True. You can always put in your description that an extra charge of “x” amount will be collected if place left dirty and go through the resolution center at Airbnb to collect, especially if it doesn’t happen that often. 

I have a 2-bed/2-bath house with 6 beds to change and it takes a max of 3 hours to clean. 

Personally, I know my guests will not clean like I want them to.