Guest Cleaning Expectations

[Carol5235]

I just stayed at an apartment in Paris with 10 people for 4 nights.  A cleaning fee was charged ahead of time, which I knew about and expected.  Upon arrival, our towels were still wet in the dryer and I told our host it was not a problem.  There was a mop bucket full of mop water left in the water closet area.  2 of our duvet covers were still wet, yet placed on the bed, but I did not make a fuss about either of these things - I just thought, it is what it is.

I did inform our host that we were celebrating Christmas (as the dates for our stay included Christmas Day), so there would certainly be excess trash due to gift opening.  I asked him what I should do with the extra trash and if he would like me to separate the cardboard out.  He pointed to some trash bags and said yes to the cardboard.

We vacuumed up every day and washed all of our dishes.  There was, however, quite a bit of excess trash but it was all bagged up, and the cardboard was all broken down and stacked up.  We were not asked to strip linens, so we did not.

I tried for 24 hours prior to departure to make contact with the host regarding check out procedures and he never replied.  Finally, about 15 minutes after check out, we decided to leave the key with the front office of the building.

On our drive home, I received a phone call from the host telling me that I was disrespectful and filthy.  I am floored and confused.  I asked him to send me some pictures of what he was referring to.  He sent pictures of literally minuscule pieces of trash like a wrapper under a bed or a clothing tag in a corner?!  There were things left in the fridge upon our arrival, so we left those things there, plus a couple of our own, that could be useful to the next person.  Am I being unreasonable?  I really do not understand.

[John1080]

@Carol5235, from the information you have given, it sounds like you're very thoughtful and reasonable, so I would say you're not at fault here. 

From what you told us about the host, particularly the fact that things were left in the fridge, the laundry was not done, the mop out, etc, it seems he is a bit scattered and maybe has too much going on and maybe he is being a bit unreasonable. 

That said, given that he took the time to call you, he is probably upset, so I would prepare for a negative review from him. I would also be honest in my review of his place about the place not really being very well-prepared upon your arrival. Keep all reviews simple, factual and to the point. 

Good luck! 

[Carol5235]

Thanks - I’m just so taken aback.  I am prepared for a negative review, but I’m still confused as to why. I’ll try to attach the pictures he sent trying to prove his point to me - they do not at all help me understand how he thinks it’s “filthy.”

[Carol5235]

[John1080]

@Carol5235, to be fair to him, I would be a bit annoyed to see that left and in all honestly, I would expect guests to pick up tags, pieces of paper, etc and throw it away. I would also do so as a guest, but I wouldn't call that 'filthy'. But, I am also a perfectionist and don't like anything out of place. It doesn't, however, sound like he is if he didn't even have the apartment fully ready for your arrival! 

Now, if there was food splatters all over the counters, floors etc, or stains on the sheets, I would call that filthy. Since the only photos he sent are of the few things that can be swept up, I think it is a bit of an overreaction. 

I'd write a polite response to his review on your own profile for other hosts to see in the future when you make a request and just leave it at that. 

[Sarah977]

@Carol5235  I agree with John's assessment- the photos you posted don't equate with "filthy" to me, but I would have swept up before leaving myself, assuming there was a broom available. As a host, things like this don't bother me, as I'm going to sweep, vacuum and mop anyway before the next guest comes. But when guests leave this sort of thing behind them, it just gives the impression of a general disrespect, or like you don't understand the difference between an Airbnb and a hotel. 

Cleaning fees are not meant to cover things like this- they are meant to cover real cleaning, like vacuuming, washing floors, doing the laundry, dusting, hauling out the bags of garbage, washing windows, etc. Guests are expected to tidy up the messes they created. Considering there were 10 people on your booking, it seems like between all of you, you could have taken the few minutes to sweep up.

But it's also not okay that the laundry was wet when you arrived, or that there was a full mop bucket sitting there. It sounds like the host didn't leave enough time between check-out of the previous guests and your check-in. But it's also possible that the previous guests didn't check-out on time and the cleaner had to wait around, and then do a rush job, or that the cleaner didn't show up on time and therefore the laundry was still damp. But that's all on the host, not on you.

And the host may have tried to find fault as some push-back against knowing it wasn't okay to let you arrive to wet linens and towels. Unfortunately some people are like this, whether they be hosts or guests.

Just leave an honest review, that's about all you can do.

[Carol5235]

Thanks for your feedback.

Out of the 10 guests, only 4 of them were adults so we had 6 kids with us - I, honestly, did a quick walk through and checked for big things.  I suppose I should be more careful in my walk through next time.

[Sarah977]

@Carol5235  Depending on the ages of the kids, I would have enlisted their help in tidying up. It's a good lesson in responsibility. I found age-appropriate chores for my kids to do from the time they were 3. Like finding all the matching shoes that were kicked off at the door and putting them neatly side-by-side. Three year olds love doing things like that- it's a game to them.

[Lisa723]

@Carol5235 as a host I would not bat an eye at the conditions shown in those photos, which I would find on the cleaner side of normal range, especially for a large group. I certainly would not characterize them as disrespectful, let alone filthy. If a host has specific check-out requests, it's on the host to clearly communicate those beforehand; and if they are requirements, to include them in house rules that you can see before booking.

Wet laundry and cleaning equipment in the listing on check-in are unacceptable.

[Carol5235]

Thank you!  I was starting to wonder if maybe I was just crazy.

[Amanda660]

We had a group of 8 check (4 couples) out the other weekend and trust me this is nothing compared to the state they left the kitchen in after what appeared to have been a cooked breakfast frenzy.  I wouldn’t have called it filthy nor  messaged you but I would have thought ‘lazy mare’ for not picking up your labels and the cereal-fest under the table. 

Arriving to damp bedding isn’t cool though, no excuse for that.  Even if turnaround time is tight they should have spares of everything.  

[Carol5235]

Thanks for the feedback - I’ll be more careful with the small trash next time.

[Cynthia100]

Amanda660 I'm trying to find cleaning standard guidelines for guests who are checking out. Are there any Airbnb rules, such as guests leaving the place "broom clean"? (Or is it a free for all?!) I have an unusual situation, and I want to be sure I know what is reasonable to expect. Thanks!

[Sarah977]

@Cynthia100  No, there are no across the board standards for what a guest is expected to do before checking out. It is up to the individual host to be clear about what they expect. In general, I think the majority of hosts expect that the guest cleans up their own personal mess, like washing their dirty dishes, wiping down a greasy stove top and counters, making sure all garbage is in the bin. Some hosts want the guests to strip the bed, some don't. Some want the guests to fill and start the dishwasher, some don't. 

The important thing is that you are clear with your expectations- just saying "clean up after yourselves" is too subjective- what the guest considers clean may not be what you do. 

I just list a private room/bath in my home and I don't give the guests any instruction in that regard, except that I prefer they leave the bedding on the bed. They have a broom and dustpan in there, and most of my guests leave the space quite clean and tidy.

The reality of hosting is that some guests will leave it super clean and others are just slobs. It generally balances out. Guests who leave a pig sty behind them should have it mentioned in the review to warn other hosts.

FYI I doubt you have an "unusual situation"- whatever we experience as hosts, it's a pretty sure bet that other hosts have had the same or way worse 😜

[Cynthia100]

Thanks. Yes, I've had a range of cleanliness w/ my guests. I will draw up some expectations in writing. That's helpful!