Loss and filth... what are my options?

[Bob39]

I had guests last night at my house which is in a remote area. My friend who lives on the same street as the house checked them in and went over today to clean up after they checked out. Although the people were nice in their messages, they left the place a disgusting mess and stole an item.

The item they stole was a miniature sled used as a decoration in a cabinet on the wall. It is an antique and the replacement value of it varies; I estimate a cost of $125 to replace it. Unfortunately, I do not have a photo of it. If it is simply a matter of their word against mine, who will Airbnb side with?

They had twin boys 11 years old. My friend told me after they checked in that the boys were little monsters, jumping all over the yard and on top of newly planted trees (which are surrounded by snow at the moment). She politely told them not to touch the plants. Today she told me there were 2 magazines from in the house outside in the snow. There was urine on the toilet and on the floor around it. The towels they had used were soaking wet, not just damp. The kitchen floor was covered with crumbs and the stove covered with grease. The microwave was filthy. This was by far the dirtiest the house has been from any guest.

What are my options? They checked out only 5 hours ago, so I am still within the 48 hour time frame for claims against the security deposit. I send a message to the guest asking about the sled, but they did not reply at all. Before and during their stay she always replied immediately.

What sort of documentation will I have to provide?

Thank you for any help.

[Cynthia-and-Chris1]

Unfortunately, from the stories I've read in this community, there are not a lot of options.  Airbnb tends to side with the guest more often than not and will require as much documentation from you as possible.  Pictures, receipts, etc.  Just saying "they took this" or "the house looked like that" won't suffice, I've heard.

File your claim ASAP and keep us updated on what happens!

[Bob39]

Thank you for your reply. Unfortunately my cleaning lady cleaned up everything without taking pictures of the messes. So I guess I will be unable to provide enough documentation to claim that. However I will certainly mention it in my review of that guest.

The stolen object I think I can provide enough documentation on.

Thanks for your help!

[Bob39]

The guest just got my message and just called me. She says the boys had taken the sled outside of the house and left it in the yard. It is too dark now, but tomorrow the caretaker will go over and look for it.

[Bob39]

We did find the antique sled in the yard. The twin 11-year-old monsters had taken it off the shelf and played with it in the yard, because there is snow in the yard. They also decided to take some of my travel magazines and leave them in the snow. And the floor of one of the bathrooms was covered with urine, the kitchen floor littered with crumbs, the stove covered with grease, the microwave filthy. All from one night. I can't believe people live like that. I'm not sure what to say in the review or whether to leave a review at all. The mother, who is my contact for that family, was super nice and polite to me the whole time. Yet they made the place a total shambles in 17 hours.

[Cynthia-and-Chris1]

I always urge hosts to write an honest, unemotional review.  Other hosts need to be warned about this family.

"Guest was pleasant and polite throughout our interactions, but, unfortunately left the house in a bit is disarray.  Items were taken out of the house and left in the yard and extra cleaning was required after the guest's departure.  May be better suited for a hotel."

[Bob39]

Thank you.

[Branka-and-Silvia0]

you can leave a "coded" review: "May be better suited in hotel"  Experienced hosts will understand it.

Or just write that they left a mess and didn't respect your property. I mean, why would you protect their behaviour?

[Bob39]

Excellent point. If I didn't like a guest's behavior or the condition they left the house in, I always start my review with "I would not host _____'s group again." That is to flag any future hosts about this guest. I don't blame the filthy stove and microwave on the kids, but I can't be sure the adults made that mess. I'll use the above replies as examples for writing this review.

Thanks for your help!