Unpleasant customer relationship

Claudia1512 · ‎31-03-2019

I am new to this portal, and my apartment in a block that was put into use in February 2019.
I experienced an unpleasant experience a few days ago, with a couple, as I was saying, a new apartment, new furniture, when leaving, we found that the furniture in the living room had been polluted / stained 2 armchairs and the sofa with the color of the jeans, (I had a photo), the temperature in the apartment was set at 40 degrees Celsius, did not take the garbage while they lived there, it was an unbearable odor
In the bathroom the tub was detached from the wall and a lot of water on the floor. I was shocked. I do not know how to proceed in the future, if you can help me with some ideas, I am a novice in this bussines.va thank you.

Tim-and-Holly0 · ‎31-03-2019

@Claudia1512:

There are guests who look for "NEW" on a listing and select them because they destroy homes. Sounds like you got one. Look forward. Better days are ahead.

First, determine your repair costs and send the guest a bill through the resolution center. This link is about half way down on the left side of the guest messaging page. Resolution requests must be made prior to a new guest arriving. You can also report the guest to Airbnb using the REPORT link in the same section. If the guest refuses to pay then you can involve Airbnb after waitig 72 hours. Be sure to take and include pictures in your resolution request and be able to document everything. If you can, take pictures of the written repair estimates and upload them with the request.

Secondly, be sure to leave a fair, honest review of the guest that does not place blame. Write it short and simple or Airbnb may remove it.

Third, check the going rates for your area and adjust your price to be competitive with them. New Airbnb hosts sometimes lower their prices to get quick business, but that opens them up to this type of guest who wants something cheap that they can destroy.

So sorry you've had a bad experience right off the bat. We've had over 2,500 guests stay in our homes and we've had this experience too. However, they have been less than 1% and most guests are very polite and respectful. Keep smiling!