Detailed guest negative review and request money thru resolution center

[Lena180]

Hi all,

I have been hosting for just under 6 months with approximately 10 stays now.  I may have been spoiled by the previous guests as they were very respectful and left the home clean as they left.  I even had one guest tell me they broke a glass and replaced it on their own.  I am now faced with needing to write a negative review and requesting damage reimbursement through the Resolution Center.  I have requested the funds from the tenant already with photos.  I have another guest arriving in 3 days. I am not sure if I need to include AirBnB in the resolution prior to this next guest arriving even though I may not hear from the last tenant on the damage request prior to the arrival. I can't seem to find that detail, does anyone know if I should push it to them also?

After sleeping a couple days on what I should say in the guest review, I would love to have some feedback and advice on what I have thusfar. I am only mentioning the major things in the review, however, there were alot more minor items I could include, buggers flicked on nighstand, chip and food remnants EVERYWHERE.  Here is what I have.  I appreciate any input you can provide this newbie!

"There were pros and cons with Maria as a tenant.  The good; she was good to communicate with prior to her arrival. Although, the day before her check-in she messaged to let me know there were 4 additional people coming with her party of 5 she booked the home for.  The home sleeps 9 so that isn’t an issue. Also, upon check-out Maria made sure to load and start the dishwasher as well as a load (or 2) of laundry to give us a head start on clean up, which is greatly appreciated.

Unfortunately, there were a few issues upon the crew arriving to clean the home.  The home including furniture was updated less than 12 months previously and approximately 10 stays to date.  Knowing accidents happen, MOST of these incidents would be no issue individually but collectively...  One dining chair had stains from someone holding the back of the chair with dirty hands. Each bedroom, including the master, had food underneath the beds??? and the sheets were used as napkins. There was food on the wall BEHIND the TV in the living room, like they had a food fight.  Each of the 3 sofas had cleaning issues.  The one in the Florida Room cleaned up quickly from a stain of dropped food along the side. However, the sofa and loveseat in the living room had not just a stain but was completely discolored on the seat area from either a dye transfer or ground in dirt. 

I don’t expect the home to be spotless, but I do expect care for someone else’s belongings.  Due to the state of the entire home I would not host Maria and cannot recommend Maria as a tenant."

I have sofa's with covers on them that I can take off and wash.  The seat covers were washed twice trying to get the stain out.  Unfortunately the covers are sold as a set so it's not possible to replace just one or two cushion covers.  Thanks in advance for any advice you have!!

Thanks again and happy hosting,

Lena

[Branka-and-Silvia0]

@Lena180

good : it is not emotional. Bad : too long and detailed.

English is not my primary language but something along this lines:

"XX was good in communication and ....  (whatever nice you have to say) but more then usual cleaning time was required after her group checked out and some brand new upholstered furniture needs to be replaced . I can't recommend XX and would not like to host her and her group again."

Damage claim has to be sent within 14 days after your guest checked out or before your next guest arrive. If your guest doesn't respond or don't want to pay then you can involve Airbnb after 72 hours. You need to make pictures and videos of the damage and include receipts of damaged items or link to the same products on line if available.

[Branka-and-Silvia0]

ps

rate her 3* or lower and give her thumb down so she can't instant book your place again.

[Lena180]

Branka & Silvia,

Thanks for the advise.  You are correct, I should be less detailed but true.  I am beginning to rewrite my review to leave out the details.

Thanks again,

Lena

[Sarah977]

@Lena180  I agree with Branka and Sylvia that it is basically fine, just condense it. What's really good is that you have slept on it, and are coming here to get feedback. Lots of newer hosts (and even some experienced ones) tend to have a knee jerk reaction to a bad guest and rush to write a review simply to relieve their own anxiety, which is full of emotion and makes the host come across as a ranter.

I do believe you need to inform Airbnb of the damages ASAP, so they open a ticket on this, as the guest most likely will refuse to pay for the damages. You have to do this before a new guest checks in, with photos, receipts, etc. You don't necessarily have to provide all this immediately, but get the process started by reporting it.

[Lena180]

Thanks Sarah.  I appreciate the feed back on better ways to handle this unfortunate situation.  I will go ahead and inform AirBnB.  It will make me feel better to know they are already in the loop.

Thanks again,

Lena