Rulebreaking guest

[Margaret83]

I am a newbie who rented out to an instant book (my first rental.) The person had good reviews. This  person  told me it would be 2 couples. It turns out that it was 6 people. That was the first lie.Next was not leaving my place in the same condition it was delivered to them in.  My kitchen had crumbs all over the counter,  coffee splattered all over my stove, one bathroom had hair in the drain and matted into the mat in the tub to the point I had to throw it out ( this was the first time it was used). Dishes were washed sitting out on my counter wet not dried and put away. My floors were left very dirty not swept. I had a couple of beers in my refrigerator and they took them, I gave them a bottle of wine. The second lie that really gets me is that I got notified at 8:30 that they checked out so my husband and I drove out to clean up the place and about 10:30 I get a text asking for another 30 minutes past the Checkout time of 11.So they lied to airbnb about checking out. Do I  have any recourse?  Of course Mr. Wonderful has not left me a rating.

[Natalie55]

Go to Resolution Center and request payment for additional service out of their security deposit. This kind of guests must get punished so they won't take advantage of other hosts.

[Lyndsey2]

There's a lot here so I'd like to answer a few things individually

1) Regarding showing up with extra guests- your listing asks for $25 beyond 4 people. If that was in place when they made the reservation, then at the very least, they owe you $50 and you can go through the resolution center for that if they have refused you when you asked for the additional payment. 

2) Crumbs, hair, unswept floors, washed dishes on the counter... these are normal things to expect from renters/guests in my experience. Did you have them agree to specific rules saying that they have to sweep the floors, put dishes away, remove hair from shower drains, etc? Maybe a check list would help guests know what you expect. Sounds like they did the dishes, so there was some effort attempted there. 

3) Guests don't inform Airbnb when they check out. Airbnb will not send you any messages saying they have checked out. Not sure what happened there- Or is that not what you meant? I could be misunderstanding your wording. Regardless, it is up to you to ask them to tell you when they've left, if that's what you would like them to do. It's not particularly unusual for guests to ask for a little more time (more than half an hour is pretty rude though, in my opinion), so I choose to build a little extra time into my schedule in case a guest is running late. But if you really need them out by a very specific time, I would both let them know that ahead of time, and also move your check-out time half an hour earlier. I don't think there is anything you can do about that, especially prior to the set check-out time. You could call the police on them for trespassing, but that would pretty dramatic for a 30 minute delay. Maybe they would have done a bit more cleaning in that extra time?

4) I think keeping extra alcohol/drinks in the fridge in an empty house is just too tempting for many people. I highly recommend not leaving anything in the refrigerator you don't want them to drink.

[Margaret83]

I received a notice from airbnb that my guest checked out I did not write it wrong. I had gotten an alert on my phone probably from the airbnb app stating that my guest had checked out. Putting in your rules to leave the house as you found it means leave the house as you found it, if you found it clean leave it clean simple as that. Of course I will wash the floor and I don't expect the beds to be made because I have to wash the sheets, the bathrooms. However, it is rude to leave crumbs all over the place, sticky spills on both of my tables ect.ect.....in other words they were just slobs. The hair in the tub was absolutely gross it wasn't just a couple of strands it was alot. I don't think that I should have to spell out not to touch other drinks in my house just because they are there.....that s just downright rude to assume it is for thier use. I use the house too. I learned alot from my first guests that is why I updated my rules and charge for additional people.I just didn't expect people to lie.

[Lyndsey2]

@Margaret83 Huh! I've never received that kind of message. How do the guests tell Airbnb that they are checking out? Can you share the message here?

Unfortunately, I've found out the hard way that a lot guests really do need everything spelled out for them. Also you might want to add something to your house rules about check-out times. Even though they are already on your listing, it seems to help. I also like to message the guests the night before check-out or the morning of to remind them what's expected and how best to leave. 

Fortunately, the messy/late/rude guests are the exception to the rule! 

[Jenn6]

From what I can tell, the email from Airbnb that "guests have checked out" is an automated one and does not take into account your actual check-out time and is not triggered by the guest in any way. It is simply to prompt you to review the guest. Trouble is, it often comes through before the actual check-out time and the guests may or may not have actually left.

I always ignore this email and I never review a guest until I've had a chance to actually see our apartment after check-out. Typically I wait at least half an hour after check-out time to enter the apartment as a "grace period" in case the guest is running a bit late.

[Helen3]

Why didn't you refuse them entry (or ask for the additonal payment) when you knew they were bring additional guests?

[Alice-and-Jeff0]

@Margaret83 - Most of what you describe is common wear and tear on a property.  You have a $75 cleaning fee which should cover the things you're describing.  

A little tough love here - Hosting is not for everyone and you might do some real soul-searching to reconsider if this is for you.  To give up control of your home is not easy and it takes a certain amount of trust and forgiveness.  Based on the $1000 security fee, the Hold Harmless agreement you make people sign, and the way you've worded the "new rules" you've added, you might really consider de-activing your listing now before you get any more bookings.  

[Margaret83]

After some "soul searching ", I decided that you have a lot of nerve posting what you did. I asked for feedback because this was my first time renting. If YOU don't like my rules then don't rent my place. I expect people not to be slobs, my description does not paint the whole picture if what I found. I have always gotten back a security deposit where ever I have lived or rented because I treated the places as I would my own. Sorry if you find that too much to bear! Perhaps my soul searching makes me wish you would mind your own business, I guess that is my form of tough love.

[Lyndsey2]

@Alice-and-Jeff0 is an experienced host who spends time on this forum helping other hosts. As a new host, it might behoove you to consider that the way you are choosing to communicate is giving the impression that you may not be ready for hosting or have the flexibility required to successfully weather the ups and downs of being an Airbnb host. Your communication style, both in this forum and on your listing is a bit harsh and could be offputting to future guests or to more experienced hosts who are trying to help you here. It certainly won't do you any favors if you do have to bring Airbnb in to resolve an issue. While you may not agree with the feedback you've received here, please consider that the feedback is a reflection of the impression you are giving others. Great hosts can have all kinds of different personalities and style, but most successful hosts find a way to give an impression of warmness and welcoming, combined with the ability to lay down the law in a way that does not offend. For your own sake, you may do best to reflect on what it is about your writing that does not reflect those traits.

[Margaret83]

Neither you or the previous poster said anything that was positive or constructive to my post. I find it very sad that both of you find it so easy to be harsh in your comments.  Both of your posts are not revelant.Oh because Alice and Jeff are experienced hosts that means they can beat up on me and tell me not to rent out my house? Really?????? They put me off. They should benefit, and you as well to "reflect.".

[Lyndsey2]

Actually, we both made very specific recommendations about checklists, pricing for additional guests, contacting Airbnb, etc to try to help you both with this situation and with future guests. However, you ignored that and just responded with anger when we suggested that this is not an uncommon problem. 

[David986]

Lindsay @ Alice and Geoff ,

                                                  Beautifully put Lindsay , you have a clear experienced tone reflecting empathy and realism in the hosting sphere and dare i say in your approach to life . This personality projection is a wonderful tool to posess when combined with wisdom and compession .

                                                 My rule breaking guest story pales in severity to that above yet is none the less a snapshot into the frustration a minority of guests can give hosts .

                                                 My house rules states pets are to sleep outside the apartment in a fenced gated area in the apartment enterance area . Yes to your face - You guessed it Dog slept inside . A modest $10 fee for pets was already waved by me on arrival as a bonus to this guest . Not too bad so far as Dog turds on the lawn are just as bad as the uninvited cats from next door - a turd is a turd lets face it . What should have allerted me to a wobbly guest was their request to arrive 2 x hrs earlier to the posted check in time . You guessed it , they arrived 4 1/2 hrs later with me waiting to meet and greet , without even a courtasy phone call to say they had a change of plan .

                                                 Frustrating yes , the norm No .  I am new to air B&B  also - only 8 x prior hostings , so far i have had a dream run  . So my overall opinion of air b& b guests has a bigger though still relitivly small data base .I have met really  interesting people and importantly made some precious pennies .

                                                 Had my first guest been like the guests described above  , i might also be wondering what have i got myself into , pleb city or nuff nuff nervana . This is definitly not the case . 

                                               They paid me to stay , did not cost me any damage just to add insult to injury though , gave me a 4 x star review . Some ( small in number and personality ) people are like that but the customer is alwayse right - I have their pennies and they do not have to return . If they try , i can refuse them with no harm to me providing i do so within 24 hrs of their  instant book .                            

                                               Live and let live ,enjoy the truly beautiful people of this world , enrich your understanding and experience by hosting while giving space to those who want it , be the perfect host ( ? ) or the best you can and you will be rewarded in many ways .

                                                                                                              David Smith.  Victoria Australia .

[David986]

Hi Margaret ,

                        12 months later how is it going . I just experienced a rule breaker and blogged below Lindsays comments . I hope your experience got better and that your rough start did not put you off . I find people generally treat you as they would like to be treated or have been treated in the past . I set the bar high and if they fall short they are gone . Take there pennies , learn from the experience and move on . I too am new to this Air B&B thingo but have had a dream run till my last clients hence my comments and access to this site . Please let all 222 viewers know how you got on or did you leave the family ?