Guest sneaking extra kid

[Gulf-Sun-Villas0]

I'm new to hosting on Airbnb and am struggling with how to review a recent guest that recently left.  There were several things that irked me with this guest.   I just completely renovated this unit and pretty much everything is new.  Don't get me wrong, they were very nice while they were were there and I gave them their privacy during their stay (the unit is on the opposite side of a multiplex from where I am staying) but discovered these issues just right before and after they checked out.

- They indicated in their reservation and communication that they would be 2 adults and 1 child (3 yrs.). I discovered mid-way through their stay that they have another child around 6 or 7 staying there in addition to a 3 yr old.   I set up my pricing to charge $10/extra guest after 3 people and they obviously entered incorrect number of persons to avoid this charge.  I did provide extra blankets/sheets/towels for the third person.  I even indicate that I have outdoor security camera onsite but that didn't deter them.

- They left the unit pretty dirty and even through I charge a cleaning fee, I didn't expect to find the following:

    ^ Tons of sand in the bathtub.  Ovbiously, they used the tub to rinse off all of the sand that were on their things, including some beach toys that I PROVIDED for their little one to use during their stay, thinking I was being a good hostess.  I was able to remove the sand that was in the tub but I'm sure they did the same thing throughout the week instead of using the outside showers/faucets provided at the beach to rinse off extra sand before going home.

     ^  Found 2 sticky lollypops stuck on the bedroom floor beside the bedside table so obviously the two boys were eating all over the unit.

     ^  The pots and pans were hand cleaned (I don't have a diswasher) but they weren't cleaned very well and these new pots now have burned grease marks all over the entire set.  I spent 30 minutes using goof off/oven cleaner/soft scrub on them but still can't get them out.

     ^  The new white sheets are stained by self tanner and even after bleaching, it's still visible so I'll have to scrap them.

There are few other things but I'm kinda writing them off as the cost of doing business but am trying to see how best to handle and review the above so that I can be honest but fair about this particular guest.  I know that they wrote me a review but I have not responded yet.

Would really appreciate some advise from seasoned hosts on how best to handle..... manyn thanks in advance!

[Branka-and-Silvia0]

aahhh @Gulf-Sun-Villas0 the joy of hosting  😞 

in the future put a note in the bathroom "Please don't rinse off the sand in the bathtub - it will clog the drains. Use outdoor shower. Thank you"

Regarding pots and pans - we bought the cheapest ones in IKEA and when they are ruined we just replace them with new ones.

If your listing is near the beach your sheets will often be ruined with sun lotions. I would buy the cheapest ones, cotton/poly mix (easier to wash) ... or you can take a photo of the stains and ask your guests to pay for new sheets through the resolution center.

Sticky lollipops and finger marks etc... are normal when hosting kids. That's why many hosts don't want to host them. Too much work and you can't charge them triple as they deserve 🙂

Extra guests ... if you noticed extra person during their stay you should ask for more money through the resolution center, specially if you have video proof.  I am not sure if you will get it now when they are already gone.

[Gulf-Sun-Villas0]

Thank you so much for your advise.... all great ones going forward!

[Jessica-and-Henry0]

@Gulf-Sun-Villas0 

Agree with what @Branka-and-Silvia0  says about buying cheap stuff. Whatever we buy for guest use, we buy "decent enough" quality that is on clearance sale. 

If you have it on camera, you should send a straightforward and business-like message along with a photo attachment "Noticed there were 4 guests in total. As we have an extra guest fee of $xx after the 3rd guest, please accept the payment request I'm sending. Thanks" 

[Gulf-Sun-Villas0]

Thank you and I took your guidance and went back and requested for the extra person charge past 3 people.  She just came back with the following response:

"Hi, the reason I put 3 children because at the time of booking I wasn't sure if another child will join us. He was with us for 3 nights only at the time of our stay and I wasn't even away you are charging additional fee for an extra child, as I never came across of this before. When I was booking I haven't seen a note about charge additional amount, otherwise I would ask you. I am sorry for confusion."

Mind you, they drove from the Northeast and I seriously doubt that their other child (around 6 or 7 yrs old) would show up for only 3 nights in the middle of their trip.  Also, my daughter saw the other child day 2 of the 8 nights that they stayed with us and I spoke to the two kids the morning that they left as they were playing outside and I was cleaning up the yard.

A part of me says to leave it and not to chase it but the other part is the principle behind it.  Should I just indicate that in my review?