Guests who stained expensive bedding

[Taylor141]

I am a relatively new host and just had my first bad guest experience. They spilled coffee and dumped pizza all over my expensive ($300) WHITE comforter, then left without telling me.  I immediately tried using stain remover which worked somewhat, but then realized I should have photographed it all first. Hoping I can salvage it with a professional cleaning.  

Is it practical to bill them for the cleaning costs? If it cannot be saved, does it make sense to try to bill them $300 for a new one if I don't have the original receipt?

What if they retaliate with a bad review, should I wait until they submit their review of me first, and THEN go after them?

Thanks All --

Taylor K.

[Shannon108]

I've had this happen a couple of times- what looked like taco sauce on my white duvet cover or something blue I couldn't identify.  Luckily I was able to stain treat it and wash it immediately.   I can't advise on the chargeback, but it seems like they should have to pay to clean it.  

I can advise that it will happen again so think about what you have in your room and if it can be easily cleaned or treated. Guests are humans and they don't necessarily treat your space like they would treat theirs.   It's not malicious.  Also, I saw advice in another place to keep cleaning supplies available so they can clean up after themselves if needed.  I have cleaning wipes and paper towels in the bathroom as well as some spray.  I do have a not in my house rules to advise me immediately in case of spills.   

[Robin4]

@Taylor141

I am sorry to hear this has happened to you so early in your hosting career Taylor, you really do have to wonder what goes on in some guests heads.

I would forget about trying to claim the cost of this back through Airbnb. Your chance of success without photos and proof of purchase will be, at best, minimal. You will spend a lot of time and effort and the only thing you will get out of it is a bad review because you have antagonised the guest! Not fair,  but that's the reality of it!

I mentioned this the other day for a host in the UK but this advice also holds true for America.

We have a product here in Australia called Sard Wonder Soap and the stain removing power of this product is amazing. This product is available in the US either through Amazon or via this site

http://www.aussieproducts.com/prodinfo.asp?number=DDSARD%20%20%20%20SOAP%20125G

You can see on their website the ingredients but Taylor,  it appears the unique plus about this product is, the Eucalyptus oil component!

I have even managed to remove blood stains from a set of linens that had been accidentally washed in hot water! It will remove suntan lotion, red wine stains, any food stains I have ever come across....I have even had it remove black shoe polish without any trace. I know, don't ask....how does black shoe polish end up in a bed!!!

The only thing it is not effective on are bleach stains like nail polish remover...which happened to me with a brand new comforter set....first time on the bed, and when I questioned the guest, she told me I was 'mistaken' and that is was someone else who had done it and I just hadn't noticed when I made the bed up! How does a host not notice a stain like this? We really do have to deal with some seriously odd people!

The colour has been permanetly removed from this article and no treatment will fix this!

I asked the guest about this at the time but did not antagonise or pursue her! This was the one time I chose not to leave a review and after a few weeks I left a message in her message stream that said. "I was disappointed that you ruined a new doona cover set. I know accidents do happen and as hosts we do expect that! But you chose to walk away and not only make no mention of it but deny it when I questioned you. Because of you I will be less trusting of all future guests , and that is a bit unfortunate"!

I then reported her for breaking house rules and property damage! That was a few months ago and when I try to see her profile now I get the 'Oops 404 icecream girl'.....her profile is no longer available. 

Try and track this Sard product down in the US Taylor, I can assure you, it will amaze you!

If I can make another observation? Don't put $300 linens on guests accommodation! Someone once said to me when I started to host...."Don't put anything out there in the cottage you are not prepared to lose"! and that is really sound advice.

I have 7 sets of relatively expensive linens and cover sets but I have bought them when they were on sale special and I have never paid more than $60 for a set, so if a set does gets ruined, it's not going to break the bank!

Cheers......Rob

[Lisa723]

@Taylor141 you can ask, but your chances of success are low and your chances of a retaliatory review are high, so I would not do it until/unless you have their review in the bag. Give the guests a thumbs down and factual review, though. For future reference if you are going to file a host guarantee claim you must do it before your next guest checks in, or within 14 days, whichever is less. And you definitely need evidence such as photos and receipts. As others have noted, don't furnish your space with expensive items.

[Marchel6]

I’m learning this right now as I type this message. I’m downgrading my comforter sets for something less expensive, and maybe going dark with sheets and comforters. You see a lot of white linens but I think darker will be my new white.

[Debra405]

Thank you all for the excellent advice. I just ordered a bar of the Sard stain remover from Amazon.  I didn't see the spray but I trust it will work as well.  Thank you again

[Stephanie]

Hi @Debra405 !

If you want to make sure @Robin4 sees your reply (or any other user for that matter) you just need to write the @ symbol and then their username! 

Thanks,

Stephanie

[Debra405]

@Robin4 Thank you all for the excellent advice. I just ordered a bar of the Sard stain remover from Amazon.  I didn't see the spray but I trust it will work as well.  Thank you again

[Debra405]

I'm such a newbie!  haha Thanks very much

Deb

🙂