We just purchased our dream vacation home near Disney. It's a 5br house and we have now had three different guests stay there.
As of right now, I am in shock at the amount of things that are being broken. AND... I'm terrified to charge them for what they break and to write a real review in fear of getting a low rating and getting my listing shut down.
First guests checked in the day after the house became ours. The maids came in after the guests left and said a queen blanket was MISSING and two wine glasses were missing and two other glasses were missing. There was a TON of trash left by the guests, despite being told to take excess trash with them. Our community requires all trash to be in bags and they didn't even do that properly. I asked the guest about all this and they denied all of it, but I have photos to prove it. BUT... in fear of a bad review, I told her not to worry about it this time. (so we had to buy a new blanket and 4 new glasses).
The second guest left and the maid sent photos of 3 broken glasses!
The third guest send a photo of our laundry room door frame BROKEN and said she didn't do it. I knew it was not broken before she arrived. She asked how much I would have to charge her for the damage and I told her I would buy the materials to fix it myself and for her not to worry about it (Because I was afraid if I charged her I would get a low review and it would impact my ability to earn money from airbnb). When she left the maid sent photos of pee on two beds and stained pillow cases, a broken grill left by our pool (the guest apparently bought a grill and then broke it and left it), balloons on the ceiling of our house, trash in a closet, and they didn't leave on time and made our maids wait outside for half an hour (after specifically asking if they could check out late and I told them no because the maids were on a tight schedule). The pee on the beds looks like dog pee. The girl had asked if her "cousin" could bring a service dog. I told her service animals are of course allowed, but that the dog has to be with her at all times and if they go to Disney, the dog has to go to Disney and if they go to the water park, the dog has to go to the water park. They said they would not bring the dog, but it looks like dog pee in the beds! And... I know she had an extra guest beyond her 12 because our guard at the front gate sent me a message letting me know another person registered for a parking pass for our house. 12 is the max our house holds. We specificially said no parties.
SO... three guests so far (each with 10-12 people). 7 broken glasses, one missing queen blanket, one broken door frame, lots of trash left around, stained sheets, stained pillow cases.... and with all of it, I'm afraid to charge anyone or leave a real review because of all I have read about how people leave bad reviews for hosts and the hosts get screwed and lose income.
Any advice? This is really stressful! I am such a rules follower and yet all of my guests are being trashy and breaking my brand new home. What can hosts actually do about these things and not be punished by bad reviews??? My husband said it's not worth it to charge them for what they break and risk getting a bad review and losing our ability to get renters at our house. Is this just how it goes??