Coffee & Food Stains on the area rug

[Krystal16]

I have a unique situation; I have two units in my home one in the basement and one in the upstairs area.  I was renovating to soundproof between the two units however, my lower unit where the renovation was happening was booked prior to me being able to block it off for the renovation.  I had a one-week overlap where I would not be able to put the tenants into the lower unit.  My solution was to block my upper unit and place them there until the renovation was finished, this was for 11 days, and they are staying for 10 weeks. 

They have now been moved into the lower unit and I was able to get in and clean the upper unit.  Prior to them checking in, I placed a brand new carpet in the upper unit; this carpet now has stains, considering there was only one set of guests in the unit I know where the stain has come from.  When I reached out to them about it, they of course said the stains were there before, and made sure to let me know about other stains on a chair and the sofa (which I already knew about and agreed they were there before).  I told them the carpet was brand new for when they got there so the stains could not have been there.  They still insist they did not spill anything or cause any stains and are now trying to blame the AC repairperson or the people who came in to set up exterior cameras for the units.

I guess my question is, if I cannot get these stains out, should I be billing them during their stay or after they check out in 9 weeks.  I just put a brand new mattress and box spring and sofabed in the lower unit and I am now a bit concerned, if they are that careless in not taking precautions to ensure items are not damaged will there be any additional damage to the new pieces I just purchased.

Suggestions, much appreciated.

[Letti0]

@Krystal16  Document it in the AirBnB messsging system. Take photo's, if you can not get the stains out it send the bill for replacement with the reciept for the new carpeting. You are already going to get a bad review because you brought it up already and long term guests tend to review poorly also for the most part. 

[Krystal16]

Unfortunately it is via text not via Airbnb messaging, for some reason when they arrived in Canada the Airbnb messaging is not working.  Also my communication has been with the wife, the husband who booked the unit is out of the country for work, and to make it even more complicating, he apparently works for the same company as me, (looked him up in our skype system however and didn't find him).

So if I cannot get the stains out do you suggest I bill right away?

I think you are right on the poor review, they rented a 1 bdrm lower level unit, yet started their stay in the comforts of a 3 bdrm which is 2.5 times the size of their unit.  Once she moved down I got a list of items that are in the upstairs unit that she needs in the lower level unit, including a coffee table, lol.

[Letti0]

@Krystal16  Do not give in to her requests for items not listed in the unit she rented or you will be getting requests constantly. Simply tell her that those items are not listed as amenities in the 1 bedroom unit and the rental price reflects the difference. If she wants them she can pay the difference and switch to the 3 bedroom unit. I would stand very firmly on this. I would bill her now and get it over with if it's stained permanently, but do it through the AirBnB system and call AirBnB to get a case started as she's already said she did not do it. Take screenshots of all the text messages so you upload them to AirBnB also. This sounds like it's gonna be a long nine weeks for you. 

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