Breaking house rules: extra people, smoking inside, leaving house trashed and missing items

[Iren2]

I'm a new host learning the ropes, and i do not have luck with good guests. I had 3 guests so far and 2 of them where horrible. I had this new guest to airbnb book last minute for 1 person for 3 days. My check in time is 3 pm, check out 11 am. So he asks for an 11 am check in and i said yes having had no guest the night before. I send the Schlage code the night before, trusting in the process. He messages me at 1 am at night, if he can go in now. I'm blaming myself for giving out code prematurely, as i,m not there. So i said ok, but red flags started popping up everywhere, no manners, no thank you, so i started asking questions, why he needs such an early check out, and that early its basically getting himself another night stay. he never answered me until the morning. I sent him a reservation alteration request for half a days rate for such an early checkin and also to put another person on the reservation (his wife). He refused doing so, messaged me rudely with absolutely no decorum, accusing me of wanting to trick him etc. So me, being a good host, i appologize for the misunderstanding and waive the alteration.

The night before his  reservation ends, i send him the check out time reminder: 11 am. He immediatly goes and asks for the reservation to be altered asking for 4 additional days, withioyut asking first. I told him i woudl be happy to accept the reservation under the condition i check on my property to see if rules are followed and everything is okay. I schedule a visit before check out time with the guest. Uppon entering i smell marijuanna, cleaning products all over the place ( they obviously tried cleaning, covering up ), clothes strews all over the place, generally dirty everywhere. I coudl tell immediatly as all beds where all slept in and the amount of luggage that he was subletting the place also. I declined his reservation alteration and gave him an extra hour to leave the place. He went mad and filled the chat with racial slurs, and all other rudeness and name calling and said he is going to leave me a bad review over not extending his stay. So now the damage after they left: obvious sign of smoking, ashes everywhere, eating in bedroom, ustensils and  plates under beds, underware, dirty clothes in bed, missing half of my towels, marijuana scattered all over, area rug burned from smoking.  I have a security deposit of $250. How should i go about this? What can i claim?

[Jann3]

IMMEDIATELY take photos. Do this w/a good cell phone so photos are both location AND time-stamped. Don't take them AGAINST the windows...ie: facing windows. they won't come out well. If possible do them w/light behind you..or in the evening.

Immediately call someone trustworthy to act as witness against the smoking (which you cannot prove without great trouble) and damage.

DON'T ACCEPT ANOTHER GUEST until your claim is made! AirBnB states you have (I think 14 days to claim against security deposit) OR UNTIL WHENEVER you accept another guest. I know this is draconian, but do the claim immediately.

More when I have time. I just wanted to get this out 

[Iren2]

Thank you. I took photos, they left a lot of marijuana scattered around everywhere, and lighters and cigarette butts.

[Iren2]

How do i claim cleaning when i do the job myself? It will take me twice as long, plus i'll have to do the ozone treatment myself, since i bought the mashine already as i had a previous guest like this. That's a lot of hours of work. Do you think the full security deposit is fair in this case?

Luckily i didn't had guest coming in immediatly, but my next guests are with children. I will need to get rid of the second hand smoke.

The guest had the audicity to tell,that me opening a window won't kill me. People need to educate themselves how second hands smoke and smoke damage occurs to the home, and how difficult it is to remove. It's basically a chemical process.

[Jann3]

So, approach it from this way: 

The house/room is no longer hypoallergenic. All the fabric will have to be dry-cleaned and/or chemically treated/ozone treated. AirBnB will understand there is a cost to this. You tell them what you think that should be. Dry-cleaning a comforter is not cheap...nor is furniture shampooing. If your washer has "sanitize cycle" (most LG front loaders do - don't know about other brands) tell them you can use that on sheets, bath towels and kitchen towels.

I would claim all $250 and call a local dry-cleaner for a quote so you have something firm if AirBnB asks where you got the figure. Call Coit (they do a GREAT job w/immediate quotes). They will give a phone quote to do furniture and rugs. This will all cost over $250 if you do it right but let AirBnB know you are willing to settle for the $250 (they don't know YOU bought the ozone machine) PLUS the $250 is also meant to cover down-days that you cannot rent now.

That's my $.02

[Iren2]

You are absolutely right. Does Airbnb has anything against foul language? he is still messaging me and basically incriminating himself badly.  He already left a bad review, he told me so.

[Iren2]

 Literally half of my towels missing also. They either took them, or brought it to the resort pool with them, and left them there, so  condo managment probably disposed of them by the morning. How about the extra people, and more than half a day early self check in?! Tell me it gets better because i will trow in half of my remaining towels.

[Monica4]

@Iren2Yes, Iren it will get better so no need to throw in the rest of your towels. You made a few mistakes with this reservation.

1. Never accept last minute reservations.

2. Do not give a code that early if you are not able to check-in the guests yourself. The best would be if you check in all guests yourself and then give them a code afterwards, unless the guests are experienced Airbnb users and have excellent feedback.

3. Immediately advise Airbnb in writing and with phone calls if the guest is abusing your listing.

4. Call the police if the guest has intentionally invited additional guests without notifying you and make sure Airbnb is aware that you have called the police.

5. Take lots of photos.

I think many new Airbnb hosts are so excited to get bookings that they forget to "vet" prospective guests.

[Iren2]

I haven't heard from Airbnb despite sending emails. I actually discovered the damage is worse. They smoked marijuanan in bed and dabbing that sticky marijuana oil when smoking their blunts and now i see droplets everywhere., sheets, kitchen, floors. It stink very badly, and water doesn't remove it, its like a resin. It's literally everywhere. Only alcohol could solve it and remove it from hard surfaces, the rest is a goner.

 What a nightmare!

[Branka-and-Silvia0]

@Iren2

there is a procedure to follow with a damage claim. Go to your reservation, find your guest, click on "send or request money", tell your guest about the damage and cost and ask him to pay you. If he refuses or don't answer then after 72 hours you should involve Airbnb.

Make sure you insert photos of damage, bills of damaged items and estimates for cleaning etc... whatever you have.

I hope you will get some compensation for all the damage 😞

[Keith146]

How do you insert photos in messaging? To Airbnb or to guests?

[Alice595]

@Keith146 If you use Airbnb mobile app, you can see icons at the bottom after you click on the message. You will be able to add photos there from your photo library in the photo.

For desktop website, you may not be able to add photos.

[Keith146]

Yes, but the phone only allowed one at a time. I'd have to upload 15 different photos separately. I did contact the Resolution Center, after several tries, and was able to upload a block of pictures at one time.

[Andrea9]

@Iren2

Also always make sure ALL pertinent exchange is made or at least make sure you repeat/reiterate off-site exchanges on the booking message page. This is your record of proof to Airbnb (they can look into it).

Ways to contact Airbnb

[Iren2]

Guess what i discovered during my deep cleaning yesterday?They left a cat in my condo! I do not allow pets.  Now it makes sense why was a cat litter box left on my curb, when a trashcan is 20 feet away. I ran the ozone mashine to kill the marijuanna smoke. Luckily the cat didn't die from it. I messaged the guest and he indirectly admited to it, so i have it on file. It was hiding under one of the beds. Peed on matresses, and carpets, nightstands, bathroom counters. I also discovered my smoke detectors were double wrapped with saran wrap and grocery bags. Who are theses people? I feel like i'm cursed, or given the worst guests on earth as a bootcamp.

Also I yet have to hear from AIrbnb,i sent them emails twice, maybe i need to call. I have a mile long list of issues and photos.