Hi there,
I just recently started co-hosting for a condo that is newly listed on Airbnb and so far it's been really positive - until this past weekend.
We had a groupf guests booked and up to their check-in they were very responsive and pleasant. Once they checked out and our concierge went into the condo to clean she found it in a complete disaster. I'm talking vomit and human feces in the master bedroom and just general mess and disorder through the rest of the condo.
Our concierge is an angel and cleaned as best she could but that means more time billed for her hours and then we also are hiring a professional carpet cleaning company to deep clean because we are horrified about what those people did and totally grossed out.
My question is, what steps do we take to cover the expenses? The guests who made the mess is no longer responding and we are out over $400 to cover cleaning. I should also mention that our security charge in the listing was only at $200 which we will have to consider increasing for the future.
Thank you!