Hey Keiowna,
I wanted to let you know you are not alone.
I had an issue with really dirty guests who left dirty tampons on the floor, used condoms, dirty tissues etc and all sorts of rubbish on the floor in my apartment. I was pretty new to Airbnb and pretty horrified.
Airbnb advised that I should include cleaning requirements and any fees in my "House Rules". I did this this and thought all would be okay.
At the end of April Doni booked my apartment at a super cheap price. He then pushed for a late check out saying in written messages "if you give me a late check out I will give you a good review". When he arrived he told me in person if I would not give a late check out (he wanted after lunch) he might be unhappy and give me a bad review. I usually have guests staying nearly every night so need to clean.
I let him check out at 11am and he still gave me a 1 star review. Doni also left dirty tampons and used condoms in the bathroom bin and tea towels with bood all over the in the kithchen bin.
My House Rules state clearly the following:
"Please clean up after yourself and throw out any rubbish when you leave. (including the small bins in the bathrooms where the yucky stuff ends up) If you don't have time to clean up and leave dirty plates, glasses, cutlery, cookware or your rubbish, a fee of $80 will be charged."
I tried to includethe link to my listing but it was blocked.
I thought this was pretty straight forward.
After about 7 calls to Airbnb I am now informed that the House Rules are only a guide.
My claim has been dealt with by Martina and no one from Airbnb will cofirm for me if the "House Rules" are actually worth anything.
I am literally in tears because I am now wondering if the 2 apartments I have on Airbnb are actually protected.
Here is the response from Martina regarding my claim which shows pretty clearly Airbnb don't give a **bleep** about whatever House Rules you have listed.
Hi Brett,
Thanks for your response.
We've carefully reviewed the documentation you submitted for your reservation with Doni. Unfortunately, we are unable to issue a security deposit payout for damages that occur during this reservation.
As you may know, Doni sent you 40$ to cover the cost of removing dirty tampons, condoms, dirty tea towels from bath and kitchen bin. Please note that Doni was charged 20$ for cleaning fee as you required at the reservation time. Brett, we believe that 50$ is a fair amount to cover this cleaning issues.
You may review our Terms of Service here: https://www.airbnb.com/terms.
I want to reiterate that this decision was made after careful review of all documentation and communication from both parties, and is in alignment with our policies and procedures.
If you have any questions please do not hesitate to reach out by responding directly to this message.
We know you will go on to have more positive experiences using Airbnb in the future.
All the best,
Martina
www.airbnb.com/help