house rules violation

Answered!
Anna121
Level 2
Dubai, United Arab Emirates

house rules violation

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.

Anyway.

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?

 

1 Best Answer
Gerry-And-Rashid0
Level 10
London, United Kingdom

You have a security deposit in place so make a claim. Take lots of photos and get a quote for the additional cleaning. I assume you have kept all conversations with the guests on the Airbnb platform as this will also support your claim.

Going forward you need to think carefully about your house rules. Allowing visitors is asking for trouble in my opinion. Also be clear in your rules about the cost of the extra cleaning charge should guests leave the place in an unacceptable state. Also be clear what the extra charge is for deep cleaning required if people smoke in your property. That way it make it much easier to claim against the deposit.

Clearly it's very upsetting but saying you are going to ban everyone of that nationality and age will fall foul of AirBnB's policies, and is not the right answer in any event.

Good luck and Rene Reyes it is a rare occurrence.

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19 Replies 19

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. 

Arthur111
Level 2
Calistoga, CA

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!

Cormac0
Level 10
Kraków, Poland

@Anna121

 

Airbnb has absolutely no problem enforcing rules, their own rules and procedures, everybody else rules can go whistle in the wind.

 

Hosts need to wake up and realise how exploitive Airbnb has become, there charging circa twenty percent of the booking fee for themselves, with no exposure to risk or damage, it's outrageous when one thinks about it.

 

Denise479
Level 2
Jamestown, RI

In the midst of multiple violations of house rules and have spent hours calling the airbnb superhost telephone number. The guest is also a host and has violated noise, smoking and has brought a dog when no pets are allowed. Clearly the host is not important enough for airbnb to take action. I have been lied to and ignored by Airbnb resolution specialists and escalated case manager. I guess hosts are a dime a dozen and not as important as the guest. I find the worst guests are the ones who tell you they are quiet and respectful when they book their reservation. If this is how they are, it wouldn’t need to be said.

Kat84
Level 10
San Pedro, Philippines

Is it only me who feels that by putting an option for smoking allowed Airbnb creates an impression that smoking is more preferable than non-smoking? Filter for guests searching for propertyFilter for guests searching for property