Apartment left in really poor conditions

[Ana1]

Hi,

A couple spent 4 nights in one of my flats. They left today.

They didn't really break or damage anything valuable but they left the apartment incredible dirty and disgusting. It's not a behaviour I've seen until now and I had many guests so far.

In our reservation conditions is included a damaged deposit of 150 EUR.

I would like to know how would you deal with this situation. Would you make a complaint and ask for the deposit?

I tried to attach some photos but couldn't. I have the photos, though, so if it's a way to send them I can do it.

Thanks for your help and orientation on this.

Ana

[Marcus0]

There is not much you can do about it after the fact.  Welcome to hospitality.  When you meet the guests during check-in you should make some rules/house order that they should agree and sign against, including any cleaning surcharges if the apartment is left in a disaterous state.  Once you have this signature you have a better chance to make a claim with airbnb.

It sounds like you also allowed the guests to do a self check out.  When you meet guests on check-out you have a much higher chance the apartment is left in excellent order.  These bad encounters are usually rare so if you put a few checks in place you will have improved experiences.

[Tanya-and-Alex0]

Hi, 

You can use the Meditations Center for such kind of cases:

www.airbnb.com/resolutions

[Ellen0]

Olá @Ana1,

I would suggest you to go to the Resolution Centre, as @Tanya-and-Alex0 said.

[Deborah0]

Yes, I would submit a claim to the Resolutions center, which others have mentioned.  I have done this in the past for minor damages and been reimbursed.  

[Nic-And-Rach0]

Hi Ana,

NIce place with a wonderful view $38 bucks per night is a good price but a cleaning fee of $55.00 could be a somehow a surprising charge for cleaning. Guests mentality sometimes can be very difficult to understand. and there are varities of guests in Airbnb, a Newbie and a typical Airbnb Guests and a not typical Airbnb Guests and also a guests who doesn't care about anything other than sleep and  go out during the day and mess up  your place. I would strengthen the House Rules and describe well why there is a $55.00 cleaning fee added other than the nightly rates/  would that be for the initial set up for a guests stay ? or a cleaning fee for their entire stay ?  add more House Rules like e.g. : 

• We expect our guests to keep the premises clean and sanitary.
•Conserve energy whenever possible, as you would do in your own
home.
•Clean up dishes and take out trash before checking out.

• Failure to return the keys upon check-out will result in forfeiture of the
security deposit.

* Only people named on the reservation are allowed on the property
No loud music and noise between 10pm and 8am be respectful of our
Neighbors .

* NO smoking inside the house. No drugs or any illegal activities
including illegal downloading of torrents.

* Please do not wear/use your shoes inside the house.

* Please do not use Towels, Hand Towels, Face Towels to remove
make-Ups and use our linens, blankets and towels for each purpose
and to please not to stain them.

* Please do not eat in the room or in the bed to prevent stains on the
sheets, blankets, and pillow cases.

Just pick what you think would be helpful to prevent these  from happening again.

Take care and Have fun Hosting 

[Florian-and-Theresa0]

@Nic-And-Rach0 I absolutely agree with you. We still have a very low cleaning fee but will remove it soon cause some (not everyone) exploit it.

There are some guests who think paying a cleaning fee includes every range of mess. So two very simple rules:

1. Having a (high) cleaning fee: yey, we can spoil everything cause we paid for it and what is "tidy" and "clean" ... 😉
2. Having no cleaning fee and refering to the security deposit: Err, okay, now we know what "tidy" and "clean" means ... 

[Linda0]

Nice and Rachel - I can also appreciate your suggested house rules - very well written - love the wording.

[InventingJoy0]

Thanks. As a newbie, I'm taking your suggestion & copying your list. Puppy love from Inventing Joy& Furry folk

[Raymond3]

Hi Ana, I just hosted guests that left my apartment in very poor and dirty condition. I have wrote to them and asked for extra pay for cleaning, but they didn't response until today, so I asked airbnb to get involved. I'm not afraid of negative review, as I will also reply my comments under their review. I don't think I need to respect them since they don't respect us. I charged cleaning fee, but I don't think I should clean the disgusting toilet, kitchen and bed sheet with bloodstein. I think that's for providing tidy bedding and towels, and ensure there's no dusts on the floor or table. I think an agreement will be helpful, but it brings down the experience of their stay I'm afraid. Best, Raymond

[Janet21]

I do not want to be racist.  I had two experiences, not to the hell but not so good, I am not going to detail here as it is not my conversation.  But I learn something from my own experience and flatshare experience.

Except you are eager for money, here is the point:

1) people are too young, say age below 26, I called them kids as you need to assume young people do not know how to clean stuff, even they wash dishes, you always see something....

2) I, myself is Hong Kong, when I got a Singaporean, I had a bit doubt as I know HK and SG are same as US, most people are migrant, they got id card the change where they are actually from.  As a host, you cannot ask where they were born and eduated even you think you need.  Result?  Hand towel for after washing hands were left in bath tub with blue and red colour.  Told them I lived here and not use a box, I put that box on the top of drawer.  They took all bedsheet and pillow case they like, they did not like my service apartment provided setting. But the bed setting in that box were cleaned and for next guests.  I needed to wash them again.

3) You may not have time to keep complain for mirror issue.

What I am trying to say, do not hesitate to reject certain people for your own point of view.  Do not think about if you are racist of certain countries or certain age or background.  It is your home.  Not matter you live with them, you are out of town, you own extra house....etc.

Thanks for reading my reply though I am new in Hosting, you find no difficulty to meet people in HK.  I meet a lot different nationality.