Guests Flooded Bathroom & Left!

[Carrie234]

Hello all, I'm needing a bit of advice. We just finished hosting a family who is new to Airbnb. After check out, started cleaning and noticed 4 towels missing. Upon further investigation, I found our towels soaking wet, placed in a garbage bag and put in the outside garbage. I found the toilet plugged and a wet floor. They flooded the bathroom, cleaned it up and threw our towels in the garbage! Unreal.

I am obviously going to request the cost to replace towels. But do I charge for cleaning too? We don't normally charge a cleaning fee but it's going to take me FOREVER to clean, disinfect and remove the odor.

What do you all think?

Thanks

[Sarah977]

@Carrie234  Yes, charge for excessive cleaning as well as the towels.

[Carrie234]

Hey Sarah, thanks for your reply.

What would I charge for cleaning? By the hour? Do I hire someone to come and clean? Or just do it myself?

[Lisa1831]

I think they were probably scared to tell you what happened and tried to clean it up as best they could. 

You should contact them to find out what actually happened. 

You never know they may offer to pay for damages or at least the towels.

But calm down before you contact them.  

If you can't come to a resolution with them open a case.

Make sure to take pictures of the damages 

Use the Airbnb resolution center.

Good luck hope everything works out.

[Carrie234]

I did contact them through abnb - no response. Yes I took pictures and I will be in touch with Airbnb. Thanks for the advice!

[Lisa1831]

@Carrie234.You are welcome be sure to let us know how it worked out.

Did Airbnb contact you yet?