@Nancie5 This doesn't really work if you're using Airbnb. Simply stating that you have a different policy on damage does not mean they will back you up when it comes to actually charging the guest. So if you're choosing to use a listing service, rather than going independent and handling your own deposit, you'll have to play by their rules.
It's generally assumed that stains and tears in linens and towels fall under the "normal wear and tear" category, as they depreciate in quality a bit with every wash and can easily be damaged in the course of normal usage. People running accommodation businesses without an industrial launderer tend to become experts in stain removal, and maintain plenty of spare sets and reasonable proportion to their nightly rate (as well as furnishings that aren't particularly vulnerable to stains). So a policy of penalizing a guest for a stain will ultimately do harm than good once reviews are factored in.
BTW, unsolicited advice: When a guest's public review consists only of positive comments, it is not advisable to write a public response addressing their ratings. Pay close attention to which features of the review process are for public view and which are for private view.
