Sneaking in guests, left the house filthy, and did not follwo rules

[Willy-and-Laci0]

Help, our guest checked out today. His booking was 2 adults and 2 infants which are free. We live down the road and there was 3 SUV's parked there. We had hoped they would return the house in great shape and we would let it slide. I did in fact see two kids and two adults get out of one vehicle. When entering the house there was sand and garbage all over the floor. They used all three bedrooms and a rollaway. They did not start the towels as asked and left them all over. They also used every towel we offer, which is 12. There is sand in our sleigh bed frame i dont think we will ever get all out. They left a garbage full of diapers, so we know there is two kids and infants with three vehicles. There was a minium of 10 people in the house when the capsity is 6 and they only paid for 2. Our cleaners had to ask someone else to come help to turn the house around in time. They used up all the supplies offered? I have great reviews and afraid if I messgae him to find out more he'll leave me a bad review. What do I do? Just take the loss and leave a review stating how he was? 

[Alice595]

@Willy-and-Laci0  Take photos and charge extra cleaning fee. If there are any damages, take photos and make claim as well. Please do it soon before the next group check in. You can use Request Money in the resolution center.

On the 14th day, write an honest review with the facts. Don't be afraid of bad reviews. You can always appeal. Sometimes those retaliatory reviews are removed. Read my post below about dealing with retaliatory review. Even you do get a retaliatory review, your action will help to curb such guests to do more damages to other hosts.

https://community.withairbnb.com/t5/Help/Airbnb-CS-does-not-want-to-remove-1-star-retaliatory-review...

[Mark116]

@Willy-and-Laci0  So, it sounds like there were no real damages, only messy people who lied about how many guests.  I'd be inclined not to ask for $$ and leave your honest review on the last day.

FYI, you can check the box that your listing is unsuitable for infants-2 year olds.

[Dimitar27]

If the idea is to write a "last minute" review, so the guest will have no time to write his own...I don' think it will work.

[Mark116]

@Dimitar27  It isn't full proof, but it works often because guests don't pay nearly as much attention as hosts, so they not even see a notice on the review until the time has past.

[Willy-and-Laci0]

No damage, just disrespected. I don't want extra money but simply warn others of how this guest was. 

[Alice595]

@Willy-and-Laci0 If no claims, you can write your honest review anytime you want because the guest is not going to see your review unless he write one or 14 days after checkout.

[Ian-And-Anne-Marie0]

@Willy-and-Laci0 

If you saw all those vehicles there why didn't you just go and check? if there was more people than booked - tell them to leave !

At least now you don't need to worry about a retaliatory review as they've had a group binge at your expense and they're none the wiser to your observation.

Why would you consider messaging the guest? Hoping that they will own up to having 10 in your place and offer to pay you would be expecting unicorns and rainbows... it wouldn't happen. It would only make things worse.

Now, you will just have to grin and bear it. Leave a review whenever you like, make it real based on facts... 2 guests managed to arrive in 3 vehicles with undisclosed additional guests, use a dozen towels and left the place filthy. Not recommended. The only retribution you will get is calling out these users publicly so that they don't expect to succeed with the same tricks again and guests reading your review will know that you will find them out.

If we back up a bit.... Have you considered just renting your place for full capacity of 6 rather than incremental singles? 2 people tying up 6 beds is extortion even before the rest of the gang arrives.

[Yvonne41]

If there are additional guest charges due, you need to ask Airbnb support to step in to collect those. If there were additional cleaning fees, I would also ask for those. 

My feeling on reviewing guests is to wait for them to review first and then be honest at that point. If they don't review, let it go.

We had a bad guest who then left a retaliatory bad review because I had to have extra cleaning and there was a damaged piece of furniture too.

Best of luck putting it behind you!

[Alice595]

@Yvonne41  @Willy-and-Laci0 Please always leave review for a guest with some issues. This will help other hosts when the problem guest book again.

[Sarah977]

@Willy-and-Laci0  I kind of fail to understand, since you live just down the road and saw the 3 vehicles there, why you allowed this to happen. These kind of guests need to be confronted ASAP, told that you'll have to make a reservation change to include and pay for the extra guests they didn't disclose, and not let them stay until the money is transferred. If they refuse, get nasty, etc, you call Airbnb and tell them what's going on and that the guests need to leave, like now.

There is nothing to be gained from messaging this guest- they are scammers and slobs. A message would either be ignored or prompt a nasty reply, it certainly won't prompt some heartfelt apology or better behaior in the next place they book, so please be honest in the review so other hosts know not to accept them.

[Thomas1033]

@Willy-and-Laci0  Join the Facebook Airbnb blacklist group and add their names there for “theft”. It’s a place where you can tell the story and has a searchable data base so others can decide if they want to host these thieves and liars.  I know I don’t.  

[Ricardo741]

That can lead to lawsuits in many countries. 

[Ricardo741]

Please write a last minute review for the guest. If the alert guest realized then chances are he or she may be waiting to write a last minute review as well. The last thing you want to do is to allow the guest to sneak in a last minute review about your listing, and you didnt write any review about the guest. Guest who do not have a clean track record usually resort to instant booking, which is another nightmare. Another option those guests used is to delete their account and start over as a new wolf in sheep clothing. On top of that they may just ask their partner to do the booking instead. Honestly speaking a review can be %100 effective against a host, and about %30 effective against a  guest. 

[Deb125]

Happens more often than not, I don’t leave a review for bad guests,  why leave one,  they know who you are and will retaliate.. why Airbnb has a “hide and seek” review system is beyond me.  When I have a bad guest, I don’t review them,   It wouldn’t make a difference, should someone decline them, it reflects poorly on the host, or they can simply change identity.  I had “Jenna”  book, then get an email from one of the people that was staying saying oh by the way,  “Jenna” isn’t coming we are.. so all emails from Airbnb are from “Jenna” so when I reply they scream “ I TOLD YOU JENNA IS NOT STAYING WE ARE! So there you go, Jenna booked for them.