Bleached Towels, Dog Mess & Open Window

[Mark135]

My guests checked out today and

a) have ruined a set of 4 towels by 'bleaching' them.

b) brought a dog that I agreed too, but left 3 piles of dog mess in the garden.

c). Left a window wide open ( minor I know)

Is this something I can retain deposit over and how would I go about it without warning them I am going to give them a stinking (excuse the pun) review?

Thanks

Mark

[Gerry-And-Rashid0]

You can certainly chase them for replacement of the towels - did you have a security deposit in place? Just go to the resolution centre and request the replacement value for the towels.

The other two items are probably something you need to beef up in your house rules (all dog mess to be cleaned up, etc.. or similar.)

As for a negative review, this is where it becomes difficult: if someone happilys says yes, we ruined your towels let us know how much, and the open window was an accident, and you shrug off the doggy mess...then it could come across as being very picky.

On the fence here with what you could write for this review... 

[Andrée2]

Well, I don't think that there is an easy way to get around them knowing their review won't be great once they are asked to replace the towels, which they should be replacing. 

The window is a common oversight so be sure it's in your house guide to do so if not already.

I don't make bleach available to my guests.

[Devie0]

take a picture of the bleached towels and text it to them...(you'll have to include it in your airbnb claim) Life happens. Let them know that you will have to replace the towels, and how much you will be charging their security deposit. Thank them for renting with you and go about your business. In your review, if the house was left tidy, say so...perhaps mention that in the future they look closely at the house rules, or something like that. Be in communication with them. Charging their security deposit does not have to have an impact on your review. 
(Also, update your own house rules!!)

[Devie0]

also consider raising your security deposit. airbnb does not hold this amount, renters only agree to pay up to that amount...mine is high, at $750, but I've still got as much business as I can handle! If people don't want to agree to that, send them with best wishes on their way...your house will rent, regardless

[Allison2]

You can claim the ruined towels - those have a replacement cost that's easy to assess.

Unless spelled out in the house rules, leaving a window open is just "one of those things" that happens from time to time, so probably not worth mentioning (it makes you sound fussy). It might be better communicated in the private feedback part of your review. I can't imagine being able to make a damage claim for it.

The dog poop isn't something you could charge for. I might give them a pass if it were in a place that was hard to notice - behind a bush would be one thing, easily seen on the patio or in front of the door would definitley get a mention in the review. This might be something you make explicit before accepting dogs in the future - some dog owners figure if Fido did it outside, it's okay.

Keep the communication friendly and professional, along the lines of "Hey Guest, thanks again for staying with us - (maybe mention some good interaction/outcome). We did find that this set of towels was damaged beyond normal "wear & tear" and we will need to replace them. I've found the replacement cost to be $x." They may still feel a bad review coming. Some hosts choose to review problematic guests close to the 2-week deadline in the hopes that you have a more recent stay that will jump in front of the potentially bad review when displayed on your listing. (hope that makes sense!)