How to apply customer penalty In Airbnb

[Salina1]

Hi this is Salina

I have a very beautiful house and my house rules is no parties, no smoking and no pets. My last guest brought 12 people for party to the house without my permission in the middle of renting. They made large noise by music and drunk talks with raised my Neigbour complaints, and they brought the pets and smoked inside the house!

My question is: how can I apply the penalty to the guest who broke the house rules through Airbnb? I requested 150 euros as deposit before each customer book in the house.

Thanks a lot guys! Need urgent advice!

Salina

[Elaine-and-Duane0]

Contact airbnb to either file damage report or re - house guests.

[Helen3]

Hello Salina

Sorry to hear of your experiences.

Contact airbnb straightaway.

If the guest is still there ask for AirBnB to arrange for them to be moved. Raise the issue through the AirBnB resolution centre within 48 hours, so you will be covered by their guarantee.

Make sure you contact your guest through the BnB system and itemise the way in which they broke your rules and the damage incurred (if there was some or extra cleaning is required).

Best of luck.

Helen

[Aoi0]

Hi, Salina

Sorry to know it.

First you need to take lots of pictures for the evidence.

Secondly you need to fix it and get the receipt  for the repairing if you can.

Of couse you need to contact Airbnb right now.

I would ask the guests to pay the actual cost plus USD150 because in Tokyo, 

it costs a lot to get off the smell. 

Hope you will get your money soon.

Good luck

Aoi

[David126]

There is no penalty for breaking house rules, well you give them a bad review.

If there are damages you can claim for those.

[David324]

If they smoked in the house and you can still smell it after they leave, you can put in a claim to have the smell of smoke removed. That could be anything from hiring a cleaning service to scrub your walls and ceiling's with TSP, shampooing all the affected rugs and carpets, and dry cleaning any curtains you may have. 

[Amaris0]

I'm sorry to hear about your recent experience, it’s bad enough when your rules are ignored but more so where there is damage caused as a result of ignoring those rules.

If you wish to claim against the guest's security deposit, time is of importance, you must do so within 48hours of them checking out. You should take pictures of any damages if you haven't already done so. You will need to get quotes for replacements or repairs of any damaged items and if you have to hire external cleaning services, you need to get a quote/ breakdown of the additional cleaning  to be done as a direct result of the party or breaking house rules. 

You should e-mail the guest via the Airbnb platform explaining that as a result of their direct actions which were in breach of your house rules i.e., the party, there are some damages and additional cleaning over and above the normal cleaning required following a check-out. Therefore it is you intention to put in a claim against their deposit. Then open a claim via the resolution centre.

The guest will receive an e-mail with details of your claim which they will need to accept, counter-offer or decline. Where you are both unable to reach an agreement, the claim can be escalated to Airbnb whose decision will be final. 

Regarding the music, noise, drunken talk type behaviour, you will not be able to claim against their deposit for this but you can reflect this behaviour in the review you leave for the guest.

I wish you all the best and hope you get it sorted.

Ama