Awkward guest situation.....advice please

[Elle5]

Hi Everyone,  So like many of you, I have had great expericences and awesome guests for the most part.  

A recent guest booked my place 3 months in advance.  They then messaged me 2 days before arrival that they did not read my listing before booking (3 months in advance!) and that their elderly parent was traveling with them and can barely walk and climbing stairs would be an issue.  I clearly listed my place as a "Top Floor" condo....I messaged back that if they want to cancel please let me know ASAP bc there was a big festival in our area and I could probably host someone else, everywhere was sold out!  They confirmed that they would stay.

My place was left relatively clean....except....a urine soaked bed, with blood spots....RX medication bottle and other RX items, plus broken up meds thrown right on top of the bedroom and bathroom trash.  No, I did not dig into trash... it was right on top.  Yes, I have a mattress cover but the blood and urine soaked through that and onto my new gel/foam mattress topper.  I have a child, so thankfully I got there first to clean and pick up the meds!!!

They also did not read my listing nor the welcome guide as there were cigarettes and other issues related to my listing/guide.

My questions are:  

I am out almost $300 in bedding/matress covers/gel topper....tried to bleach them and blood is still there.  I think they should reimburse me for this.  

I dont want to give them a fully bad review because I believe the parent was clearly very sick....with many prescriptions...so wetting the bed/blood transfer could be expected.  I would have appreciated some transparency about the situation.  If I knew the reality of what was going on I would probably have rejected the reservation and could have refered them to a better fit.  Also,  their negligence in disposing of RX drugs could have killed a child if they were ingested.  

They have already left a review, I cant see it yet bc I havent reviewed.  I think I will submit a request for payment but what do I say in review to be sensitive to the ill guest but also to not excuse irresponsible behavior and subtly warn other hosts.

Sometimes I wish there was a host to host message option so we could tell the real deal!

Thanks everyone for any advice!

[Maria-Lurdes0]

EEEEESSSH!!!

What a terrible situation @Elle5.   I would submit a claim for the full amount of the deposit, and if you didn't have a deposit, submit a claim for at least the $300.   Have links to amazon or an online store for replacement items, you'll need that for the claim.  Of course if you have pictures, you'll upload them as well.

You sound totally sane and non-judgemental, and that's the most important thing when submitting a claim, and then to write a review.   I would definitely use language like "medical and pharmaceutical waste not  properly disposed of", "evidence of smoking which is against house rules",  "stained bedding" (people will get what you mean without having to say urine-soaked).

We once had a booking of a father with two sons.   He tells me that one son has mobility issues and while he can walk a bit, he uses a wheelchair.   I let him know that while it was a ground floor apartment with wide hallways, it was absolutely not set up to be wheelchair friendly.  He assured me it would not be an issue as he and his other son would manage the chair.   I go to say hi, and the wheelchair bound son is sure not getting out of the chair without full body assistance.  He cannot support his own weight, and the father had to pick him up and place him on a chair, and back again.   So I already was very upset at the exaggeration.   I came back four days later after they checked out and every single corner was banged up and damaged.  The toilet was chipped from being hit by the metal frame of the wheelchair, and was scratched by whatever appliance they had to attach to the rim for the sons use.  That wasn't even the bad part.  In the kitchen garbage can, and the bathroom garbage can, were used colostomy bags!!! Not even wrapped, not even put inside something, or even taken out to the trash.   Just plugged, full of urine, and in the trash.   My cleaning lady refused to touch it and my husband and I had to go over there.   It was so vile.  I felt bad for the family that has to be full time caregivers, but this is still not the way to go about things.   

So your guest knew exactly what would happen, and because they were cheap, they made you suffer.   

#medicalwastegrossness

[Elle5]

Thank You Maria....I appreciate your insight!  I've been sleeping on the sofa since then....feel violated.   Guests should realize this is our home.  I am just so thankful that my child did not discover things before I did!   

[Dawn33]

Of course, they knew it was your home. They simply did not care that it was your home.

It is disgusting how selfish and disrespectful they were to you by leaving a biohazard mess.

Please leave an honest review to warn other hosts. There is no excuse for this behavior and lack of respect.

[Elle5]

Yes Dawn, Thank You.  Biohazard is exactly it!...........way beyond our reponsibilty! 

[Karen77]

I think you are being far too kind in your assessment.   I've had people with issues (not as severe, but still) and they have gone to great lengths to leave things in the best possible condition AND to communicate with me about what happened.

Maybe the blood and the urine couldn't be helped but you've been treated in an inexcusable manner.   

[David126]

I agree with @Karen77

If access is an issue why do people not ask? Has happened to me a couple of times, once when I was not using AirBnB but the children who booked knew the building and knew that their Parents were not capable of making the stairs and somehow it was my issue.

The rest is inexcusable, they must have known, tell it as it is.

[Elle5]

Thank You David....I agree...I am a caring person but we, as hosts, deserve honesty.  

[Elle5]

Thank You Karen for your support!  I do not want to be insensitive to any special needs but I think things could have been made clear early on. My child's health is a priority for me above all else.