Guest left behind items

[Deb18]

What is a fair policy for guest leaving behind everyday-type, not too valable items?  I had a guest leave behind a curling iron.  I found it within 1/2 hour after they left and contacted them to let them know and to see if they would like to come back and retreive it.  They asked if I could ship it and they would send me a check for the cost of shipping.  I would like to that, plus also charge $25 service fee because guests often leave items and I found myself at the post office waiting in line frequently, taking up a lot of my time.  Is this fair?  Also what is the best way to ask for guests to pay you, check or via PayPal, as AirBnB doesn't seem to have a way to add an extra fee after guests leave.  

[Zac-and-Suny0]

https://www.airbnb.com/resolutions

You can raise a request for payment with former guests in the resolution centre. It is quite simple to use.

As to how much to charge for this service, that really depends on the time this takes you and what the guest thinks is reasonable.

Cheers,

Zac

[Clare0]

@Deb18 You can charge for Additional Services through the Resolution Center.  I would advise contacting the guest so they have the opportunity to agree to the charge.  Maybe the curling iron isn't worth $25 plus shipping.  Here's a guide to the Resolution Center: 

https://community.airbnb.com/t5/Hosts/The-Resolution-Center-A-Community-Help-Guide-Request-or-Offer/...

[Ange2]

You could ask them if they have a UPS or FedEx account and ship it back on their account.

Or ship as UPS C.O.D. if that is an option.

[Stan-and-Sherry0]

Dear Deb,

 I am in the same boat as you. I have guests leave stuff all the time and expect me to mail it. I do not think $25 is too much to ask,  because i know how much I hate having to go all the way to DHL. Since we live in Mexico and I don't drive here the problem is magnified.  I read someone else say just add the extra convenience charge in a lump sum with the shipping, but I do not want the guest to think I am trying to rip them off. But they just don't realize how often we have to deal with this issue. I really don't even want to do it for $25, but I don't have the heart to say no. 

[Ariel10]

I believe that customer/guest satisfaction should be the highest priority for us as a host. That's why I think to charge for doing a favor to the guest its a little difficult. At the end, if you take the time to do it and not charge extra (just charge for the shipping) you will receive another kind of compensation that is beyond the money. 

You can go to the resolution center https://www.airbnb.com/resolutions to ask for whatever is the shipping cost of sending the item. 

[Jen127]

Hi Deb,

I used to return items asking only for the exact cost of the postage, but it takes time to find a box, pack things properly, drive to the post office, stand in line, etc.  It usually takes me about an hour to 1-1/2 hours from start to finish (including the messages back and forth).

I now have a House Rule asking guests to message me 30 minutes before they depart.  It takes me 40 minutes to get to my Airbnbs, and I have found items left behind and was able to catch the guest soon enough for them to turn around.  If they do not text me, then an opportunity for them to retrieve items is missed.  I realize this system won't work for everyone, but if the guest doesn't text me (per the House Rules), then I feel like the fee I charge for the extra work, time, and packaging materials is justified.  I also put the fee in my House Rules.

"Items left behind will be returned upon reimbursement of the postal fee, plus a $25 service charge."

"Please, message me about 30 minutes before you depart.  Thank you so much!"

Jen