New Mattress Spill

[Ayman5]

My current guests spilled a full jug of beverage (lemonade, according to her) on my brand new memory foam queen mattress. Then they took out the mattress pad, ran it in the washer even though the care instructions stated otherwise. They were NOT apologetic. Which is upsetting. They have two more nights here. However, I do not feel comfortable having them anymore. She already had this entitled / spoiled attribute to her.

I gave them complimentary wine, snacks, homemade cheese cake, bottled water in their room, also when they were leaving for few hours.

What should I do? What are my rights!?!?! I am aware I need to invest in the waterproof mattress cover. That’s besides the point at this moment. How can I ask them to leave without having a bad review in return?My Listing and Reviews

[Jessica-and-Henry0]

@Ayman5

If they ruined the mattress, where are they planning to sleep? I would use this as an excuse to kick them out. That you need them gone in order to properly address the mattress issue. At this point' the guests should be the one's to worry about a bad review. And definitely make a claim for the mattress. Good luck~!

[Ayman5]

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@Jessica-and-Henry0 ,  the mattress is not irreverabily  damaged, I think. As much as I wanted them gone, I could not ask them to leave because it would not settle well me on a personal level. Even though the guest did not verbally express an apology, I have noticed on day 2 and 3 of her stay that she has humbled a notch. 

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[Lesley87]

I bought one of those waterproof mattress covers. It looked to me like it would be uncomfortable and hot and slippy. Now I'm reconsidering putting it back on. One of my first guests stole the blanket from the bed. Airbnb were great to me about it and promptly sent me the money to replace it. The guest didn't respond to either them or me. I have had 90% good or great guests and a few bad ones. I'm definitely learning as I go along. Hard not to get upset when we make a real effort and it gets weird.

[Leslie-A0]

This won't help you now, but I have waterproof mattress pads on ALL my guests beds (4) & I made sure to buy the kind that can be washed.  We've had a few "accidents", where the sheets were ruined, but the mattresses have always remained unharmed.  Since we have alot of kids that stay with us, this has been a life saver!

[Ayman5]

Leslie, I would love it if you could recommend such a pad. It would save me hours of research. lol. 

[Letti0]

@Ayman5 This is the brand I use, so there is no sweating from them.

SLEEP TITE ENCASE OMNIPHASE Bed Bug Proof Waterproof Temperature Regulating Mattress Protector - Kin...

[Linda108 · Accepted solution]

Accidents happen, @Ayman5 and people react differently as you pointed out the difference between the boyfriend and the booking guest.  Unless you think there is malicious intent, perhaps it is best to take your personal like or dislike out of the equation and just address the damage and security deposit claim process, i.e., professional and neutral.   Also, as you have pointed out, you need mattress protection.  You also might add a rule that food is not allowed in the bedroom and should only be consumed in specified areas.

Some misinformation in this discussion thread:  Neither Air BNB host protection or access to the security deposit can be applied for "rule breaking".  Only verified damage can be claimed.  If the damage is related to rule breaking, then add that to the review. 

Under the Air BNB sysem, the security deposit is never taken in the first place and therefore will not be "returned" at the end of the reservation.  So avoid adding any misleading information in your listing.

As to cancelling and asking for relocation based on what you think might be damaged, I think you are on shaky ground.  Again, accidents happen and unless you think malicious behavior caused it, you should just continue the booking.  Be sure to document not only the damage but also the conversations you have had, summarized them in the Air BNB messaging system in case you need to prove guest responsibility.

[Ayman5]

@Linda: I needed to hear your perspective.  I believe it was an accident.  What displeased me was an entitled and unapologetic attitude that followed through. The morning of day 2, we sat down to talk; after I received thorough guidance from Airbnb support.  The booking guest was reluctant to recognize there was a need to clean up the mattress since they wiped the (huge) spot thoroughly, and insisted the cleaning fee at the time of booking should suffice.  Their cleaning fee was $10 for two guests for 3 nights.  I think it hit home when I said, "the cleaning fee does not cover damage.  My new memory foam mattress has been damaged.  This is disappointing."  My tone was neutral. 

Effective immediately, there is no food but water allowed in the room.  I did not feel right about asking them to leave, even if Airbnb would have found them another place.  So I did not bring it forth.  My question now is, how exactly to articulate an honest review to this guest, and when in the two weeks timeframe? Airbnb does not allow you to see the guests' reviews until you write one for them, and vice versa.  

[Ayman0]

You tagged me mistakenly..

[Ayman5]

All who helped, my booking guest just left me a review. When is a good time for me to write her a review? I have submitted my expenses with receipt and images of damage on the resolution center, just moments ago. What is your guidance? Needless I work hard as an Airbnb host.

[Letti0]

 You can submit it now. Keep it factual and to the point and keep all emotion out of it. 

[Ayman5]

That's the plan.  Some say to wait until the last day to give the review.  Any benefit in that?

[Letti0]

Not once she has left one.

[Ayman5]

I feel like an ultimate **bleep**.  This is what my booking guest reviewed me as, "If you're looking for a quiet place that's near the malls, movie theatre, casino, etc this will be a great location. Ayman place was very comfortable and clean. Anything you want to know about the local and surrounding area, Ayman is very knowledgeable. This is a great place if you want to relax and enjoy a couple of days away from the everyday hustle and grind."   Private Feedback:  Thanks for being a great host. Besides a mishap on our part, which we were able to come to a mutual agreement. You continued to shine with style and grace. I would recommend your place to future guests. Even though our event happened to be during the religious holiday, Ayman always showed attention to detail and hospitality. The neighborhood was nice and quiet and close to malls, restaurants, movie theatre, etc. Thanks, Airbnb and Ayman.

....

Whereas, I left her this review, "Booking Guest and her boyfriend were pleasant upon arrival.  However, I do not believe Airbnb is the right platform for her. They are best suited for hotels."

[Sarah977]

@Ayman0, it's okay- some people seem to be completely unaware of how their behavior affects others, nor do they take responsibility for damaging other's stuff. The purpose of reviews is to be honest according to your experience, not to be nice nor mean, nor tit-for-tat. What happens much more frequently is that the host writes a nice review and then is shocked when the guest submits a bad one.

She reviewed you honestly (consider yourself lucky), as you obviously maintained a professional attitude throughout. You reviewed her honestly. Don't lose any sleep over it.