1st bad experience with a guest

[Andrew41]

Could anyone tell me how to send Airbnb the photos of the mess left by our 1st bad guest. Unfortunately, as all the other guests had been so lovely, we had not applied a security deposit (now done). I am trying to reclaim costs for additional cleaning and cleaning the carpets through the resolution centre, but I can seem to find a way to upload images.

The guest pre-warned me that he had left a mess and offered to pay, but they haven't done so yet. They left some clothes behind, and I have said that need to to send the money for the cleaning via the resolution centre before I send them on.

Now they are threatening to give a a bad review when I am just 1 month away from becoming a superhost - It is very frustrating, but thankfully the vast majority of guests treat you and your house with respect.

[David-and-Fiona0]

Sorry to hear this.  Do you have this correspondence in the AirBnb system? Specifically the threat? If so call AirBnb and get them involved. They don’t take threats lightly

[Andrew41]

Thanks for the reply - I have called Airbnb and they have now emailed me. I will attach the photos to my email reply.

[Heather26]

Please can you tell me how the Resolution Centre works?

Thanks

hetaher