How to word a claim request

[Bob39]

The booking was for 5 guests, and at 3:00 p.m. the group checked in (2 hours earlier than they said they would arrive). I did not realize until they checked in that one of the guests was in a wheelchair - this was never mentioned to me. But the check-in went fine. However at 6 p.m., I went past the house and there were 2 large vans in front that were not there at check-in. There were between 20 and 25 people swarming in and out of my house and some were drinking. I asked for the guest in charge, and she came out and said that they were having dinner and that they would then be going for a ride.

A couple of hours later they were still there and I called her and told her that only the 5 people in the original booking could stay. She said that the others were going to sleep in their vans, not inside the house. I said no, the other vehicles could not stay on the property. She said she understood. The vans left, but one additional car besides the one she arrived in did stay all night in front of the house. I will never know exactly how many people actually slept in the house, or how many people merely came in and made use of the house (used the toilet, took a shower, etc.) But everyone left at 5:00 a.m. without contacting me at all. They simply tossed the key on top of the mat at the front door.

The house was the messiest I've ever seen when a guest checked out. Used condom wrapper left on the floor, spilled coffee allowed to dry on the counter, thing like that. I had to block that night from being available, because I wouldn't be able to get the house ready in time. Fortunately it was not already booked for that night. They also broke 2 of the woven plastic straps on a folding lawn chair on the back deck, making the chair unsafe to sit on. They also kicked over one of my solar lights in the backyard, snapping if from its base so that it is now useless. There were black lines on the kitchen floor from the wheelchair's wheels, which I was able to remove with cleaner. There were also black marks on the front porch, but to eliminate those I had to repaint half of the porch.

Fortunately I had some of that paint left over, but if I hadn't, I would have had to get another gallon of that color mixed, and that would have cost $42 plus tax. The lawn chair might be available for about $25 plus shipping, although it is not the same as the one they broke and would not match the other one that is left undamaged. I'm just going to forget about the solar light as it was old, part of a set, and probably could not be replaced with an identical one.

I don't know what dollar amount to request or how exactly to word the request. I assume it is to be worded as if you were directly addressing the guest?

[Helen82]

Holy geez. I'm so sorry this happened. This is awful. I take it you have a damage deposit on your place (like one that's over $150 deposit?). You can call Airbnb, I have previously and they have been super nice and encourage hosts to call them immediately to report this kind of thing, because likely (as you may or may not know) it will go through the resolution process. My understanding when I almost had to use it previously, was that you try to negotiate with the guests first, and if it falls through it goes to resolution.... but I would address her in the statements you make directly. 

Now as for wording. I assume you want to claim the most you can, but not come off dickish about it- given the damage though, quite frankly I think that's your right, you have every right to be pissed. I would word it as, didn't observe house rules and you can even say they violated your neighbourhood zoning and city bylaws (did they? they just might have with the number of ppl and partying etc) in addition, they broke their renters/lease contract when they said they would abide by the house rules. Your home is an Airbnb, not some scuzzy hotel used to be trashed. Oh right, did you take pictures of all the damages? It sounds like a lot, so you may also want back up like a neighbour or something. I would feel confident in charging them in full to replace the chair, solar lamp, and charge them for paint, in addition I would add a labour cost for intensive cleaning. There's a difference between normal wear and tear (even messy) and then just stuff being messy as hell and worn really badly. I would also include you had to block nights out to take care of the damage (so you lost money), this argument is a lot more feasible though if you regularly rent out your property, including last minute rentals. She basically cost you opportunity to earn money. 

Again I'm sorry this happened. As you can see I have a lot to say about this, strongly dislike disrespectful people.

[Bob39]

Thank you for your reply. I did take pictures of the damaged chair and black marks on the porch. The chair is the only irreparable damage. Surprisingly they did not steal any items (unlike a guest 2 months ago who did). She was never honest or open with me about her intentions for occupying my house. Her first message to me, 5 months ago, was "Hello. We are traveling through with some friends visiting from Italy. Great pictures on the site. We will obey all rules. Thank you." Never once did she mention that she was going to open it up to a large group of people to use as they please. I have changed the wording of my house rules several times. To be honest, I can't remember what the house rules said exactly, at the time she made the reservation. I assume that airbnb keeps a record of that. My house rules now state with no uncertainty that nobody may enter the house except those in the original booking. But at the time she booked it, that was not explicitly stated. At this point, though, I'm just trying to let go of that part of it. I am really just trying to recover the actual damages caused by her stay.

[Deborah1]

I would encourage you to write an honest review. This would be important for future hosts. I do not want to host them!!! Good luck and sorry that this happened.

[Bob39]

Thank you. Yes, I will tell the entire story when I write a review of her, everything that happened in the order it happened, and let any potential future host for her make their own judgement about her suitability. But for now, I am focused on what to value my claim and how to word it properly.