Sigh. Last week I was dealing with my worst guest ever. Now my girlfriend is too.
It started yesterday, when co-host went to clean the suite, only to find the guest in the middle of a shower, hours after check-out. The guest seemed shocked, saying "What!!?? He was supposed to extend the stay".
Assured that they'd immediately book the second night, our co-host left. She's out of town for the Thanksgiving weekend, so today I went to quickly clean the suite, only to find the place a disaster. The front door was unlocked, with the keys on the kitchen table. Cigarette butts in both the kitchen & bathroom sinks, as well as littered all over the neighbours patio below. Food and dirty dishes everywhere. Cigarette burns in the nearly new duvet. Shampoo bottles laying open on the bottom of the bathtub, lids off, contents pouring out, and half dried. The place reeks if incense. And there were two disks of tinfoil in the garbage cans, with a black charred residue burned to the bottom, which I assume was either used to burn the incense, or for drugs.
Four hours later, I finally have the place cleaned for the next guest who arrives in two hours (thank God they were already planning on a late check-in), but we need to bring in a professional cleaner to ensure nothing was missed, we think it wise to change the locks, and I've purchased a Starbucks gift card for the next guest, as an apology for the incense smells. (Which is still strong, but diminishing)
Everything was thoroughly documented with photographs, and a claim had already been started earlier in the day for the unpaid night.
But neither of us have ever had to submit a claim before. Especially for this much. What kinds of things are important, but commonly missed by first timers? Can you adjust the original claim amount once the full amount of the damage has been tallied?
Thanks!
Steve