Guests bought a new sheets

[Aron-Julián0]

My actuall guests they found a used a condom hidden under a mattress.  (its discusting, I agree) So they decide without a texting me to bought a new bed sheets. They texted me that issue day after. So I am just facing their decisions without only option pay/decline reciept.

What I suppos to do? I have full stock of bed sheets, but they didnt let me know about that and act on their own.

[Gerry-And-Rashid0]

@Aron-Julián0

Hi - the best thing to do is think how you would feel if you found that. Personally I would offer them some sort of refund. If it was me, I would have left the property and asked for a full refund - it's pretty gross.

Good luck

[Helen3]

I am wondering how the guest found it in the first place 🙂

I don't know about you @Gerry0 and Rashid

But I'm not in the habit of lifting up a matress on a bed when I stay in an Airbnb.

[Branka-and-Silvia0]

@Aron-Julián0

You are lucky they didn't buy new mattress  😄

[Gordon0]

They would have probably got a full refund via CS for this had they reported it. Pay up. 

[Lisa723]

I agree with everyone else here. I would pay for the sheets and refund them one night, at least.

[Mark116]

Unless they are some kind of crazy expensive $200 sheets, I would pay it, along with profusely apologizing and having a talk with the cleaners.  Depending on how long the stay is, you may have the apartment recleaned for them ASAP.

If that happened to me, depending on if I generally liked the place, I would probably have send an immediate message to the host and demanded that the apartment be recleaned if not that night, then the next morning, including new sheets and a clean or change of the mattress protector.  

[Gillian19]

@Aron-Julián0 I'm quite intrigued as to what your guests were doing 'under the mattress'?

[Aron-Julián0]

Thanks for your help.  I didnt get any photo, or bill from them. And they said they didnt have time to text me. (7 nights stay)

But they had time to go to shop and buy a new sheets... for me its no-logic. But ok, I will pay it up. They didnt invent it probably.

[Sarah977]

@Aron-Julián0  So they didn't provide any receipt or photo, and you haven't bothered to go see if these new sheets actually exist? 

I wonder the same as Gillian, what were they doing UNDER the mattress? And it appears your cleaners aren't doing a proper job.

[Rubén16]

@Aron-Julián0 @Sarah977 @Aron-Julián0  I to am puzzled, of why they were looking under the matress. As hosts we tend to take everything that guests say as complete truth. However we must remember as hosts we are in the business of making money by the means of hospitality. ( just as all other busineses are in the means of making money by what they do or produce ). 

Therefore I beleive in a situation like this we should be apologetic, however remember that we are a  business, so we should not immidiately offer anything until we have had a chance to completely access  the situation, for example receipts for sheets?

A couple of items of suggestion which I have done with my listing is to instruct the guests to notify me immidiately if there are any problems and concerns and most importantanly I have limited my maximum nights from 1 to 3 nights, I no longer offer long term stays in my listing. No matter how tempting the booking requests are I always say no to long term stays it is always better to be safe than sorry.

[Kath9]

@Aron-Julián0, I am having a few issues with this - what were they doing looking under the mattress in the first place? Why wouldn't they message you and ask you to change the sheets rather than actually going out and buying new sheets? Who does that? Firstly, I would want to see a receipt for the sheets. Secondly, are they keeping the sheets themselves or leaving them for you? If they are leaving them, then you could pay for them, but if they are keeping them, it could have been a scam on their part.

[Robin4]

@Aron-Julián0 

I am always a bit suspicious when somebody tells me they found something 'hidden' somewhere! What were they doing searching for 'hidden' items!!

If it was something they found on the floor that had genuinely been missed during cleaning proccess they would be entitled to some small compensation but under no circumstance would a host authorise them to go out and spend what ever they like on a mythical replacement.

They are scammers I am afraid, demand to see a genuine store receipt and open a ticket with customer support saying that you have the feeling you are becomeing the victim of a fraud.

Any guest who genuinely found themselves in that situation would keep the evidence to justify their claim. I will lay an any money bet you did not sight this offending condom or even a picture of it.

They are scammers mate, report it to Airbnb! Let them produce their evidence to convince Airbnb they have a case!

Cheers......Rob 

[Helen56]

You could suggest that they keep the sheets they bought - they own them afterall since they bought them.  Offer to refund the cleaning fee since they didn't use your sheets.  (I'd still wash the ones they removed though.)

[Paul154]

For my own sanity and ability to gauge guest's behaviour,

I'd go through their trash.  

Did they make up this story? 

It doesn't change any outcome. You still should buy them some new sheets, but now you know.