Problem Guests

[Ashlee15]

I have a family group that were annoyed that the refrigerator in my house wasn't empty. My understanding is that I need to leave room for guests to put their food in but they expected a totally empty fridge and freezer for their stay. I have now looked for the information to tell me what I am expected to provide for guests on the website, but I can't locate the answer at this time. They sent a phone message and told me they were going to throw everything away. My reply was that there was plenty of room for a four day stay in my fridge for them and i asked why they were looking in my freezer. They emptied out the freezer (except for what was on the door shelves). Most of the contents of the freezer was raw meat. They also  emptied much of what was in the main part of the fridge. They threw frozen raw meat away in the outdoor garbage bin without even tying it up in plastic bags. The raw meat spent four days in the heat of summer over New Year weekend (the house is near Sydney) and when I arrived it was swarming with flies and maggots and smelt awful. They also knew that I was expecting guests the next day. That was the worst of their crimes but they also ripped a hole in my old leather lounge suite, spilt make-up on one of my new sheets, and there was a pile of cigarette butts in my pot plant on the balcony, despite the fact that it is a no smoking house.

I am a new host and I am worried that if I say anything negative in a review that it will create a problem for me. They told me they would give me a good review but they expected some monetary return because they had had to clear and clean my fridge. I would be grateful to know how other hosts have handled a situation like this and what has been the outcome.

Regards Ashlee Critchley

[TracieandJason0]

@Ashlee15 These guests sound like they are trying to take exploit you. Your lisiting is advertised as an entire home so I can see why they would they would think there would be an empty fridge but the whole premise of Airbnb is that this is someone's home and not a hotel so guests should reasonaby expect a space to be somewhat lived in. Yes they can be dissapointed but I don't think they should complain about it, let alone throw out your food!! 

Do not refund them. Instead, call airbnb and report them for extortion. And take pictures of all the damages for your records or if you plan on trying to seek compensation for these. 

• "Guests threatening to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal positive review."

https://www.airbnb.com/help/article/548/what-is-airbnb-s-extortion-policy

Do not worry about the review, be fair and honest. They will not see your review until after they have left their own or the review period has expired. 

[Ashlee15]

Thanks for your comments Tracie. I am truly surprised by these people. I have never encounted it before.

[Carlos-Rodolfo0]

@Ashlee0im sorry for this situation, i believe the refrigerator issue its your fault, you are offering an entire house for your guests, is your duty to leave the fridge clean and empty, guests dislike find things inside the refrigerator, about other issues is guests fault, they should respect your house rules and respect your house like they do in their own home, also asking for money in exchange of a good review its a violation of airbnb rules, you should report this and show proofs about it to airbnb asap.

[Ashlee15]

Thanks for your comments Carlos.

[Helen3]

Hi @Ashlee15

What horrible guests.

As your guests told you they were throwing out your food and you explicitly told them not to, then I would put in a charge through airbnb resolution centre for the damage and lost food.

Hopefully you took photos and video and contacted Airbnb about this before your next guests arrived.

I would say that if you are going to offer a whole listing, then the fridge should really be empty and if not, then you should clearly mention in your description, that as this is your home, guests may find items for your personal use on say the first shelf.

Asking for monetary benefit in return for a good review is against Airbnb's terms. I would report them as well as making a financial claim against them for missing food and damage to the sofa etc.

Please let us know how it goes.

And it goes without saying you should leave an honest review to warn other hosts about these guests.

Similarly you should offer them a shelf in your freezer. 

[Ashlee15]

Thanks Helen. Yes, they 'were' horrible quests and I don't want anyore like them. The easiest thing is to clear out the fridge in the future, eventhough it spoils our pleasure of being in our own home - and is wasteful.

[Mark116]

Throwing out the hosts food is totally rude, even if they did expect the refrigerator to be empty!

Do not give these jerks a refund, and I agree, I would contact airbnb about the extortion attempt, but airbnb doesn't always seem to see 'extortion'.

They won't see your review until they write their own and vice versa, so the best thing for you to do is hold your review until either they write one or until the very last day of the review period. 

[Ashlee15]

Thanks for your comments Mark. I will hold off writting my review til the end.

[Sarah977]

@Ashlee15  When a guest books an "entire house" listing, I really don't think they should be expected to arrive to a fridge with food in it. For all they know, it could have been left by the previous guests, they have no idea how long it's been in there, etc. So as others have mentioned, if you need to leave your own food in there, make sure that is clear to guests before they arrive.

As for the review extortion, that is definitely against the rules.

[Ashlee15]

Thanks for your comments Sarah.

[Ashlee15]

Thanks for the comments Sarah.

[Paul41]

They sound like very rude guests. 

However I rent my main house and I always empty the fridge and freezer clean it etc . I also empty wardrobes drawers etc . It's a bit of work but its what's expected if renting a whole house. 

[Ashlee15]

Thanks for your comment Paul

[Ashlee15]

Thanks everyone. There certainly seem to be differences of opinion however it is easiest to just emply the fridge and waste the food. I am running an environmentally sensitive house and it upsets me to waste resources but thats the way it seemd to be. Kindest regards to Everyone. Ashlee