Our property manager and house cleaner let us know that the guests who left today did damage to the whole downstairs flooring. They had two dogs and it appears that one or both of the dogs’ claws did quite a bit of scratching up of the floors. Mopping and scrubbing did nothing to buff them out or improve them. I am so upset. We work really hard to make and keep a nice place for guests to stay (and for our family to enjoy.)
I immediately messaged the guest through Airbnb and sent pictures. Then I went to the resolution center and submitted a request for payment and pictures. I did a quick search on-line (I don’t know how much it costs to refinish floors) and read that it can usually range between $300-900. I asked the guest to pay $500.
Several hours went by before she responded. Her response was brief, and although she did not admit any fault, she said she understood our position and would like to talk “live” about it over the phone. I have not responded yet because I’m not sure how to proceed.
I imagine she will say that the floors were not pristine to begin with, and that is true. But they did considerable damage that is noticeable and takes away from the ascetic value it did have.
(I think after this we will go to a “no pets” policy, unfortunately.)
The curious thing is, she had more than 10 absolutely glowing reviews—although the last one was in 2018.
I don’t know if I should engage with her in a phone conversation or just keep it in writing within the Airbnb platform.
Should I call Airbnb for advice? What is your advice out there?
Thank you,
Annie