Extra Guest + ruined towels

[Cecilia155]

I have a long term guest, he has been here for just under 3 months and leaves this Friday.  Prior to coming to stay with me on my listing it states no visitors are allowed, however if you have an extra guest it is $25 per person.  This person has had his girlfriend come and stay on several occasions both for 2-3 nights at a time and I've charged accordingly.  He had no issue with paying.  He then bought another girl over not long ago and I asked him if she stayed the night and he said No.  However, I knew that she did as her shoes were there when I left for work in the morning and I heard them talking all night.  I didn't question it and thought I will let it go.  Now his girlfriend came again this last week - she arrived on Thursday morning at 2 am.  She stayed Thurs/Fri/Sat nights (they left Sunday came back Monday and she left Tuesday morning at 3am.  So the total is $100.00.  He is arguing as to why he has to pay for the fourth night as she only stayed a few hours.  I said, it's what we did last time.  He was adamant and quite angry about paying for the fourth night.  He gave me $60.00 and said that's also for the damaged towels.  I again explained No, it's $25.00 per guest + the cost of the damaged towels.  He was so angry he stormed out the door.

****Damaged towels - now this is disgusting so I have you warned****

Guests uses the toilet and clogs it.  Request to use paper towels to wipe up as it has overflooded.  I give him an entire role and let him clean it up.  The next morning I get up and go to use the toilet.  He had wiped the floor with the bath towel and left it in the corner for me to pick up.  I cleaned the bathroom with bleach as it was disgusting and realised he had ruined my bath mat as well.  After cleaning, I washed my hands and went to dry it on the hand towel that was hanging.  He had wiped the floor with the hand towel and put it back to dry on the rail.  I spoke to him about it and he has agreed to pay for the towels and mat that I discarded.  

What should I do?

[Amy38]

Either suck it up for a few days or call Airbnb and have him rehoused.  

[Cecilia155]

Thanks for the advice.

However, he is reluctant to pay me for the extra guests.  What should I do?

[Farah1]

@Cecilia155 the towel story sounds like a horror story!

Have you been requesting money in the system? You can charge him for the difference of the $40 through the system if you want to. He might decline and the case will be escalated then airbnb will be the mediator. It will be really helpful if you have proof of the 4 nights stay to ensure the calculation of the charges is correct. 1 thing for sure is please leave an honest review about this guest to help future hosts.

[Cecilia155]

Thanks so much for your response.

When i called Airbnb to discuss his stay and the length they were fine (as I hadn't ever had a guest stay for so long - always short term)  Then I advised Airbnb that he may have an additional guest stay occasionally.  They said I had two options, to either pay via the system or he can pay me in Cash.  We both agreed on cash.  However, any other changes need to be made via the Airbnb portal.  He was fine about paying it every other time (3 times), there was never an issue.  It's just this time.  He was adamant he doesn't seem to want to pay for the last night she was here because she stayed only 2 hours.  Which is the same as what she did last time.  A few hours.

Oh, the towels, that's just the beginning he is actually gross, goes to the bathroom - NEVER washes his hands!  I can't begin to tell you how filthy he actually is.  He wouldn't allow me to change the bed sheets  (waited 6 weeks - then he finally agreed, relucatantly and I won't tell you what I found in there!)  If only I could upload pictures!

[Cecilia155]

Hi there

Thanks for your feedback.  He has finally left and I can't begin to tell you how disgusted I was to find my sheets/mattress protector all ruined.

He even stole my towels and coat hangers.

I have escalated the issue with resolution centre and he doesn't want to pay, however has admitted to taking the items.

Will keep you posted.

Thanks

[Jessica-and-Henry0]

@Cecilia155 That guest of yours is just plain GROSS!!!! I mean..... who in their right mind uses a bath towel to clean up the floor when the toilet overflows!!!!! 

I hope you have proof and msgs exchanged thru Airbnb to support your claims. I think it's better that you contact them first before your guest does. 

[Cecilia155]

My guest does, that's who!  Oh, the stories I have around how disgusting he actually is, I don't have the time to write them all down.

Thanks for your response.

[Helen3]

Hi @Cecilia155

Mistake no 1 - letting the extra guest stay overnight without raising an amendment to the booking which he needed to confirm before she stayed. However you send mixed messages by saying guests can't stay over and then there is an extra charge for those that do.

Mistake no 2. Letting your guest get away with filthy behaviour.

Everything should be recorded via Airbnb messenger.

In your situation I would raise a request through the resolution centre for the towels and mats and however many nights the girlfriend stayed.

I would ask Airbnb to cancel the booking as you are uncomfortable with the guest

No amount of money is worth putting up with gross behaviour.

[Cecilia155]

Hi there

Thanks for the feedback.

There was never an issue with him paying every other time.  She has stayed over a few times and he has never questioned payment.  He has just paid.  It's just this time.

The frustrating thing is, is that I speak to him about his filth in my house and he improves for 1 or 2 days and then goes back to being gross!

This has been the biggest learning curve imaginable.

I've adjusted my length of stays to less than 20 days.

Thanks once again