I followed the resolution protocol and uploaded pictures of the food they left out along with the uncleaned dishes and bags of garbage, the invoice from my cleaning company and the direction I emailed them about loading and starting the dishwasher and taking out all of the trash. These same guests also had the police called on them the first night for refusing to quiet down and they violated our community smoking prohibition. I am only charging them for the excess cleaning fee. I was able to convince my HOA not to charge us for their smoking.
The renter is not responding after 4 days. I am a superhost and I have been on hold waiting for AirBnB for almost 1-1/2 now. Any advice?
It's been well documented that Airbnb customer service has not been very good at responding promptly. It may be awhile before you hear from anyone. The good thing is that your space has been cleaned and is ready for future bookings.
I checked your listing and your checkout cleaning directions are not on your listing details or in your house rules. The guest didn't break any cleaning rules.
I have never noticed a natural place for checkout instructions, so I email them, which seems to be the norm based on articles that I have read. These guest received my email, which AirBnB can see was sent, that contained the instructions.
Based on your input, I went in and added them in my house rules and in the listing section "other things to note". Thanks for that suggestion. I honestly do not think it would have made a difference with these renters. I clearly had quiet hours and the non-smoking rule listed in my house rules and they violated both of those rules. My neighbor even had to call the police on their first night.
These renters are the exception to the norm. 99.9% of our renters have been wonderful and I have enjoyed sharing ideas with them.
Thank you for your helpful response.
Good move @Meg131 , the 'Other Things to Note' is a 'living, breathing document' and should change it as you notice patterns of behavior. Better yet, print them and post them where the guest can see them.
Yes, it is common practice to send guests checkout instructions. For the purposes of agreement to adhering to the guest cleaning and smoking requirements and reimbursement for additional cleaning costs, they should be included on the description page and the house rules.
You're probably correct that these guests would probably have done the same thing anyway, but at least they wouldn't be able to claim that the checkout cleaning instructions were unexpected, or that they weren't aware of them before booking.
@Meg131 (8 guests · 3 bedrooms · 6 beds · 3.5 baths) for a total of $169 per night. It may be a great deal ($21.25 each), but it may also be a magnet for the party, low-budget, poor behavior types. And then there is also your neighbors to consider when suck a 'pack' does their thing. Consider this a shot across the bow.
Airbnb is riddled with listings that are way, way too risky. That's its first problem.
suck = such*
If the check out procedure is important to you then it is worth putting in your house rules as this is what the guest agrees to as a 'contract' when they book the listing (in theory anyway), so having it there is an important back up when things go wrong and you need to get CS involved. A document you email the guests simply doesn't have the same validity.
Also, have you escalated this to Airbnb via the Resolution Centre? That is the normal process if the guest is not responding. I would do this before wasting lots of time on hold on the phone. They would probably just tell you to do that anyway once you got through.
It's possible that your guest hasn't seen the request as many guests have notifications turned off and don't check their Airbnb accounts after a stay, but your guests sound pretty disrespectful so it's more likely they are ignoring you. If Airbnb can't get hold of them or the guest refuses to pay, then I am afraid Airbnb is not going to take the money from them (I think this would especially be true in relation to extra cleaning costs). That's my experience anyway. However, some guests do respond to Airbnb straight away even after ignoring several messages from the host because they suddenly think they might be 'in trouble' and take it more seriously then.