This is really just a conversation starter, as I've already made my decision on how to handle the below situation (due to the fact that our next guest arrives today), but it was a first time experience for me. I've been hosting almost 6 months, two properties, and for the most part have been extremely blessed with good guests. We've had three prior 'issues' - but all were resolved without much fanfare. The worst of them was the time a guest invited other guests (against house rules) and then left without communicating to them OR me...leaving the cleaner to have to bang on the door an hour after checkout time!!
In summary, the situation I have currently is that I discovered a laundry list of small transgressions after checkout, that individually could have been excusable. But in my follow up message to the guest, I chose only to call out the very obvious stain on a rug that I was unable to get clean. I was more concerned about the review at that point and hopeful that we might succeed in getting paid for the additional cleaning time. And I was downright thankful that a fire didn't start from the waffle iron they left plugged in and turned on.
Our cleaning fee is very reasonable and it's based on the time it typically takes to clean our rather small house. So I don't feel that it's unreasonable to request an extra cleaning fee - but on the receiving end of that request they probably don't realize all the things I'm NOT asking for. I figured the cleaning is the only thing I can substantiate, whereas missing and damaged items could easily be pinned on us for not noticing sooner (although that's not the case here because I'm the one that cleaned before and after this guest - no other cleaning person to wonder about). *So far no response to the request sent 12 hours ago.*
This guest seems to be perfectly reasonable and respectful in our communications but the fact remains that 95% of our departure checklist was ignored AND a few house rules were disregarded. I really believe it's more immaturity than disrespect at play, but think it's also important that future hosts know they are not 5 star guests. So my public review will likely say that it took longer than usual to clean the house, and I'll mark the house rules and cleanliness at 3 stars most likely. How badly does that compromise this guests' future chance of renting? I don't want to damage their profile, I just want to be honest. And what to say privately? I know it's this guests' first stay on AirBNB so perhaps it's appropriate to give candid feedback, but I wonder if that has had negative consequences for some hosts.
Interested in what some long-time hosts think about the stars and the reviews when considering someone as a guest.
Also interested in how other hosts call out the very important departure tasks to guests without overwhelming them. I was trying to avoid posting signs around the house, but sometimes I find the binder that contains the checklist and other house rules just stuffed in a corner.