Stolen items question

[Alexandra--Alex-0]

My most recent guest was tetchy all around but I just put it down to her being a bit odd. She booked for three people, showed up with just two (herself and her daughter), and 24 hours into her three-night stay informed me that their third wouldn’t be joining them. She didn’t ask for a refund of the fee for “extra guests above two” but I went ahead and reimbursed her anyway. She never acknowledged the refund or thanked me. Upon checkout, I did a quick walk-through to make sure that nothing obvious was broken or missing and that my minor check-out rules were followed (load the dishwasher and don’t leave food out). The place was relatively tidy and those things had been done. Overall, they were good guests. I left a nice review for them and she left a rather tepid review that made a point to say that my home doesn’t have air conditioning (obvious, to me, in my listing but perhaps I should be more blunt about it) and gave me five stars. All around not bad, right? 

Today I went to do the “turn-over” cleaning and discovered that they had taken all my bulk toiletries. These are three, refillable, 32oz bottles - shampoo, conditioner, and body wash - of organic, unscented, EXPENSIVE product. So, I’ve requested that she pay for two of the three since there was some gone from each bottle. I went through the Airbnb process and I sent a separate note through the message center, hopefully, nicely worded so as not to put her off. 

Heres my question - if this goes south and she refuses to pay, can I amend my review? Is there a way to flag her so she can’t book my space again if it doesn’t get resolved. I know I may be jumping the gun... I mean, she might be nice and just send the money, but she’s kind of a weirdo so I could see it not resolving well. Thoughts and advice is appreciated, thanks.

[Ana1136]

 I understand that the bottles might be expensive but as you will learn if you read through enough of the threads in this forum, some guests will take everything that is complementary. They could have thought that those were for their use, you say yourself they were a bit weird. I would suggest refilling the bottles you leave for the guests to use and take or lock away the rest. To answer your questions, you can't edit your review. She probably won't even want to book back when she sees the request. And I know you are trying to provide the best for your guests but aren't there cheaper but still good alternatives?

[Sarah977]

@Alexandra0(Alex)  Sorry you had such an entitled guest. It's one thing for a guest to grab a handful of snack bars for their journey, but making off with three 32 ounce bottles of toiletries seems more like theft than a misunderstanding of what was fair game. It's also possible that she considered it a fair exchange for the extra guest fee she paid that she didn't ask for a refund for.

No you can't amend your review. I'd just take this as a lesson not to leave more than a reasonable amount of amenities in the listing for each guest stay. And maybe that extra guest fee for the guest who didn't accompany them offset the expense of the toiletries?

By the way, you can't be tagged here because of the (Alex). Maybe ask Lizzie how you could change that?

[Alexandra--Alex-0]

Thank you for the responses. It’s all part of the learning curve, I guess. I was just sort of thrown by it, I guess.