My guest took a couple of towels and now won't reply to my messages. What can I do?

[Fran95]

Hi All, 

I have a guest last week that upon cleaning the house, we noticed they had taken two large towels - easy to do so I sent them a message. They have not replied to my messages and now I've now had to replace all the towels in the house (£279!) or the new one's would've stuck out like a sore thumb next to the older ones. What can I do since they won't reply to my messages?

Thanks

[Kevin1322]

First off, lovely looking listing, great place, and a great city Durham ( that is where my late mum was from)

I can't see any reasonable future guest worrying about a couple of odd towels in the mix.  It wouldn't bother us.

[Christine615]

I put in my house rules not to remove items from the apartment and that missing or damaged items will be billed at replacement cost.

Nothing you can do about the missing towels looking like the old ones. I would get them anyway. I don't think the guests will care. If the older towels are not in great condition, or are faded, I'd replace them at a white sale. Costco sells white hotel towels in bulk for not much money but mostly I wait for sales on the colored towels and buy extra so I can rotate them.

And yep - my second guest was chaperoning students and I was missing 5 new towels when they left. Sigh.

[Kevin1626]

I’m going through the same thing. A guest took a large coffee mug (part of a set) and Hasn’t responded to my message asking where the cup went. I’m not quite sure what to do with the review. Any suggestions?

[Cindy624]

File a claim 

[Kira32]

I had one guest and I went imidialtly to resolution center and asked for the amount of money for the towel he lost. 

Thats all!

[Trevor243]

When we started using AirBnB, we provided towels .... we had a few go missing and a few ruined .... and that gets expensive .... we stopped providing bath towels .... we do still provide one hand towel in the bathroom .... and ok, it means we'll never be superhosts, but no problem to us .... and nobody has complained at the lack of towels ....