How to rate this guest?

[Diane119]

Hi all,  

I am a superhost and have been hosting for about a year & half.   Our cabin is remote so I am not on site to greet guests or see who is actually staying at our home. The only indicator is my cleaner letting me know how many beds are used and the quality of the way they left it. I just had 2 couples book for 3 nights to attend a wedding at Lake Tahoe.  When they checked out, my cleaner let me know all 6 beds + sheets on a sofa were used and the place was very messy and dirty.  I asked the guest if they were only 2 couples and she claimed they had friends with last minute lodging issues and they also stayed at our cabin. She claimed she should have "warned me earlier".  

How do I rate this guest and explain my rules were broken and I felt they didn't adhere to our booking arrabngement of 4 people.  I have a minimum of 5 people who can reserve but I think there were 6-8 people who stayed.  What sugestions do you have for me to be truthful and yet courteous?

Thank you,

Diane

*[Post made into a new topic – title updated]

[Suzanne302]

@Diane119  I just had to leave my first "bad" review of a guest and I agnozied over it and even felt bad, but...it MUST be done!

Just be factual, and leave opinions/emotions out of it. Something like:

"Guest booked my cabin for 4 people. Upon checkout, my cleaner discovered several extra beds had been used. When I asked the guest about this she informed me that she had friends with lodging issues so she let unregistered guests stay in my cabin. This is a violation of my rules. My cleaner also indicated cleaning up after these guests was challenging and took extra time."

Future hosts will get the picture!

[Jessica-and-Henry0]

@Diane119

If you have a question and would like to hear from other hosts , it's best if you create your own post instead of "replying" to someone else's post 🙂

With that said.......imo for negative reviews it's best to be factual (and short) - Guest booked for 2 couples (4 people), but our cleaner found evidence of more people staying than booked. When approached on this, guest claimed they had friends with last minute lodging issues who also stayed at our cabin and replied that she "should have warned me earlier." Our cleaner said the place was messier and dirtier compared to the average guests we hosted to date. Due to lack of respect for house rules, I would not welcome these guests into my home again.

[Lizzie]

Thanks @Jessica-and-Henry0.

Hello @Diane119, just to let you know I've made your comment into a new topic here in the Hosting board, this will make it easier to find your question and responses. 🙂

[John1080]

@Diane119, we just had the same situation last week. We too host remotely, but we have a security camera so we can see who arrives and if they're trying to sneak in more people or pets, smoke, etc.  

Unfortunately, as luck would have it, we had a violent thunderstorm and the area lost power for about an hour, knocking our camera offline for several days until we could get there to reset it.  The guests told me at the last moment that they were bringing in 2 extra guests, including one 9 year old kid which I reluctantly agreed to. However, my cleaners told me it seemed there were numerous kids and that they wouldn't have been surprised if there were more than 6 guests who actually stayed. 

At the advice of @Jessica-and-Henry0 and a few others, I left a short, professional and factual review similar to what Jessica mentioned and gave them the thumbs down, for messiness alone, but didn't mention much about the extra people.

You might consider installing a camer which can run on wifi if you have Internet in your area.