How to deal with dirty long-term guests?

[Alexandra31]

Hello!

I have a brand-new Appartement and got lucky that my first guests checked in and immediately continued the contract to stay for 1.5 months.

When they checked in I had no house rules ready yet, but they had 4 very good reviews, where especially the tidiness of them was mentioned.

So I did not think of a big surprise when they left.

Now, however, it took me 14 hours in total to clean the whole appartement!!!!!!!!! Everything was sticky, the kitchen was dirty and I had to clean all cutlery, plates and glasses. Some bowls and pots where only cleaned inside, the outside was completely sticky. Everywhere were drops of Tea on the floor and every door was full of toothpaste-sprinkles. The little daughter (3 years) drew on walls, doors and furniture. The bathroom was very dirty, too. 

I'm a bit annoyed as you can imagine. However, I know that this is also my fault as I did not specify cleaning rules. 

My problem is now that they will come back in about a month to stay for 5 months (he is working projects in our city). I'm honestly afraid that I have to renovate the complete flat again, when they leave again. 

How can I talk to them? I don't want to be rude, maybe they are not even aware of their dirtiness?! I will show the "new" House rules to them when they come back, but then I have no control at all for 5 months!!!! 

Does anyone have a good advise? 

[Gerry-And-Rashid0]

For someone staying long term you might want to think about a cleaner going in once a week to do a quick clean to keep on top of things. However, kids drawing on the walls - that's out of order and I would certainly want to make a claim on a deposit for that. Everyone's idea of cleanliness is diffeerent - but if they are now staying 5 months you need to put something in place that protects your place.

[Danny9]

@Alexandra31

I have not had Airbnb guests staying longer than a fortnight. Nonetheless, I always send in my Housekeeper to change the linen, towels and clean the Suite after 7 nights. I factor the cost into my pricing, and am happy to keep the place immaculate. 

Now, a good Housekeeper will keep the place clean but she is not supposed to be coping with the drawings that kids make on the walls, is she? 

Produce a good set of House Rules, and inform your returning and valued guests that you are now including weekly cleaning for all the practical purposes but that you will be claiming damages from their security deposit for the damage done to the property beyond the usual cleaning. 

No one likes losing long-term staying guests. But, if the damage done to the property happens to be preventing you from accepting further bookings due to the remodelling works, you want to make sure that such guests make sense for you in financial terms, too. 

Danny

[Jessica-and-Henry0]

As someone who favors long term guests, I understand your dilemma. In addition to the suggestions already made, if I were in your situation, I would seriously re-think accepting that guest (and the family) again. Is it really worth the extra work and worry?? Even with weekly cleaning added, letting their little girl draw on the walls of someone else's home is totally unacceptable. If by accident something like that had happened, the logical and polite thing to do would be to tell the host immediately, appologize, and offer to pay for the damage to the walls (to have it repainted or re-wallpapered), doors and furniture. I would not mention how sticky or dirty the house was in general, but rather emphasize the damage to the house and furniture, and say you are afraid of what damage will come to the house if they were to stay again for an even longer period, and express why you are reluctant to host them again. 

[Sandra-and-Wolfgang0]

@Alexandra31

Warum kommst du nicht ins deutschsprachige Forum?

https://community.withairbnb.com/t5/Alle-Unterhaltungen/ct-p/gastgeber

Ich würde von diesen Gästen auf jeden Fall über das Mediationscenter Geld für den erhöhten Reinigungsaufwand einfordern und ich würde es auf jeden Fall in die Bewertung einfließen lassen.

Und ich würde sie nicht mehr nehmen wollen, weil ich mich dann wieder ärgern würde.

Oder du lässt jede Woche eine Reinigungskraft durch die Wohnung putzen.

I would try to get money over the mediationscenter for extra cleaning fee and I would mention it in a polite way in the review.

I wouldnt let them stay at my appartment again, because I would be dissapointed after the stay again. Or I would have a cleaning help come every week to clean the appartment.

5 Months is a very,very long time.....

Happy hosting

Sandra

[Helen3]

You shouldn't need a house rule for guests to keep the place clean.

And no half way decent parent would let their children draw on walls, furniture etc.

Personally I wouldn't want these guests back.

Did you keep photos of the damage and mess and report this to Airbnb as it requests within 48 hours?

Have you asked for compensation for the extra cleaning time?

If they were like this on a short term booking, can you imagine what damage and dirt they could cause with a long term booking.

In your shoes I would follow up my claim for compensation for the extra cleaning and damage and ask Airbnb to cancel the guests as you are not comfortable with them as guests.

Do review and tighen up your rules. And make sure you leave a factual, honest review - any good points first and then summarise how the house was left.

[Annette76]

Personally, I would not have them back. Is it worth your investment to have the apartment ruined? If they did that much in a month and a half I can't imagine if they are there for 5 months! Nope. 

[Linda108]

@Alexandra31  I recalled that there is a guide about long term guests that might have a couple of suggestions for you.  Here is a link to the community guide.

https://community.withairbnb.com/t5/Community-Hilfe/FAQ-Tipps-f%C3%BCr-Gastgeber-Die-Langzeitbuchung...