Breaching of house rules.
I had guests who violated the house rules.
They were smokign inside the apartment . When my partner came for the check out, all apartment was in ciggarettes, it was very durty-garbage and food on the floor, on the tables, kitchen was not acceccible due to the garbage. Toliets were full of water on the floor. Walls were dirty.Alcohol everywhere.
Smell was horrible. there we 2 ladies visitors apart from the guests who booked (visitors are allowed but better not to show to the host what kin dof visitors you had, especially such 'professionally' looked lady visitors who managed to take 40 min for the check out while my partner was waiting for them.
Check out time was agreed million times before.
However a night before the check out I received several sms aksing for late check out/extension etc. Sms at 1:30 am, 2am, 3:30 am.
It was very nervous situation as my next guest were coming the same day (b2b booking) and I discussed it with that guest before he made the booking.
Before every guest books I separately ask to check y house rules. all our apartments are non smoking. This was a parodise for families, ppl with allergy etc. We keep is so fresh and clean. We love each part of the apartments(25 in total), we personally keep it and take care of it. Every linen, glass, pillow etc. For more than a year I didnt have anyone who would violate the house rules so rudely. On the check in my partner spek personally with guests about it.
In my house rules it is stated the fine for the smoking 500USD. and it is fair. As super deep cleaning+laundry of everything to remove the smell+stress for the next guest who intended to check in to fresh apartment and receive smelly unit.It cost even more.
In normal situation I would charge the security refundable deposit and I would be right. Here in airbnb we are not allowed to collect deposit in cash. 800USD deposit is stated in my listing. Saying if there is a violation I can request airbnb ti charge it.
But I dont feel airbnb will help me with this. I dont feel they will actually charge the guest who will not agree to pay. Guest said to my face that I am wrong and he did not smoke. When we were staying inside the apartment full of ciggarettes! He said to my face I am liar! I made photos, videos.
What to do now? How to trust?
I have an itention to cancel any bookign from people of same nationalities/age/company members.
Any suggestion you can give me?
Resolved! Go to the Featured Answer.
#1. State in your no smoking rule that their will be a cleaning fee to eliminate smoke smell from the house.
#2. Provide a smoking area outdoors and away from the house
Do you have smoke alarms if not get them straight away (the newer models will detect cigarette smoke, problem solved)?
If you guests interfere with these alarms, it can be regarded as criminal damage and thats a whole different ball game.
The Explorer's Club Krakow
I agree that I don't feel Airbnb will help me with much less dramatic, but still infurating breaches of house rules.
Hosts not cleaning up after themselves, or stripping the bed as asked, cleaning the shower as asked, putting recycling and rubbish away as asked, or checking out at the right time.
I have put 'gentle' signage around the place to re-inforce what I have put on the website, that guests are supposed to have read & agreed to.
There is no recourse for this disresepectful behaviour..which is not overtly serious enough to reclaim the deposit or make a complaint.
Guests don't seem to care about their reviews, and don't seem to understand what it means when they get a low score, and I don't like seeming rude and writing a truthful critical review.
I do sometimes suggest to them that there are things they can do to make it nicer for other Airbnb hosts they visit.
All round, it's a real stress.
@Barbara1051 the situation you descibe is a very frustrating one for hosts: not damage or criminal behavior, but just plain disrespect for the rules and the host.
You say, though, that you "don't like seeming rude and writing a truthful critical review."
It is very important to the other hosts that you write truthful reviews. If you experience rude behavior and say nothing about it in your reviews, then other hosts will be stuck in the same situation you are.
If the guests you have did this to prior hosts, would you not have liked knowing about it ahead of time?
Truthful reviews from other hosts enable later hosts to make informed choices about whether to allow these guests into their home.
Please do write truthful reviews about rude guests.
I really appreciate your supportive reply.
It helps firm up my feelings about this matter.
It has been tough doing this,& feeling unsupported.
Why is stripping the bed necessary? why would you leave it up to guest to clean the shower for the next guest? Its your reviews that are at stake. I ask guests to leave cleaning to me, leave towels on the floor in bathroom, leave beds unmaid, leave dishes in the sink, leave trash. The readyness and cleanlyness of the house is on me, not the outgoing guest.
We all host our own way,& my rules are different from yours ( but not uncommon amongst hosts)
i appreciate your reply,& taking time to read my comments.
it feels good to be heard.
if someone breaks a house rule like smoking(happenning right now)...why can't i keep their deposit..or better yet, kick them out?? I was told by Airbnb if I kick hem out, the days that are not used I would have top compensate them!! Who is going to compensate me if io get lung cancer from second hand smoke??????? there needs to be a change in policy!! Why should i have to compensate days if someone violates my rules which NO SMOKINGH SIGNS ARE POSTED IN EVERY ROOM AND EVEN MENTIONED IN RESERVATION MONTHS PRIOR TO TRAVELERS ARIVAL?? HOTELS GET TO CHARGE PEOPLE FOR SMOKING IN A NON SMOKING ROOM..........WHAT RIGHTS DO WE HAVE??????????? NONE I GUESS....CAN SOMEBODY HELP ME?????
Today I had a similar situation happen to me. An AirBnB renter violated our no smoking policy. Our luxury home is in the fire ravaged area of Calistoga and because it is a very expensive property we have all renters sign a rental agreement, in which it is very clear that smoking is absolutely not permitted and we have a zero tolerance for violations. We clearly state there is a USD$1,000 fine for violating this policy. We lost one home in the California fires last year and will not loose another. Well the guest first denied it, but when presented evidence (security camera video & pictures of cigarette boxes and ashes in the trash) they tried to distract from their irresponsibility by claiming our home did not have the bed arrangements they thought they were getting. After providing her with the listing that shows the bed arrangements, she then claimed the cigarettes were vape! Mind you, this woman is an AirBnB host herself in Chicago.
Anyway, we engaged AirBnB and to our shock and surprise AirBnB said they would do nothing for us!!! As such we have deactivated our listing and cancelled all AirBnB Reservations.
OWNERS BEWARE...AirBnB will NOT support you If a renter violated one of your house rules!
You are so correct; they don't support their host even with evidence, and a security depoit. If the guest rejects or ignores your request, Airbnb provides no support to you. My house rules are listed online with my listing in the rental contract with the fees for breaking the rules listed also, like for smoking and leaving trash in the house. My guests brought in extra people, broke three other house rules, and refused to pay the fees and even though I used the resolution center and supplied pictures and text messages where the guest admitted smoking, and they paid me nothing. House rules mean nothing to Airbnb. They denied my request and Airbnb closed the case, leaving me no recourse except to stop using them for renting my house. Up until this happended, I thought Airbnb was the best rental platform around, but I will now hire an agency who will support me and protect my property from abuse.
I had some house guest break so House rules as well. I wanted to know if i could kick them out ? and if i do do they guest get to write a negative review? I had one guest who broke the house rules and i just waited for them to check out. I havent had serious damages thank god and i did leave an honest review . I guess this means hosts beware ?
Yup, Airbnb won't support you. Today I had a guest who smokes pots in my house. Our housekeepers found leftover marijuana on the kitchen's countertop. I have clearly stated no smoking/ no drugs in the house, and the guest insists they didn't smoke it, the marijuana just fall over the container. AND AIRBNB SUPPORT TEAM told me they can do nothing except educating. They won't charge the guests security deposit, and according to Airbnb guidelines, there's no fee for someone violating house rules, neither its drug policy. THIS IS SO CRAZY.
The Chicago Host is called “Friendly Hostess” which is another problem with AirBnB in that we had to threaten to cancel her reservation if she did not divulge her true identify before arrival. NOT ACCEPTABLE AIRBNB!