Advice Needed!

[Zak439]

My wife and I are new to AirBnB so we are on a bit of a learning curve. 

We have had really good success with our first 3 guests but our last one had caused some issues that we are unsure how to handle or if it’s anything we should address.

Situation on last booking - guest count was correct but they left the house is pretty rough shape.

1. They burned the inside and the outside of the oven. 
2. broke dishes

3. Kids left boogers on the walls (not unexpected but not pleasant either) 

4. They were here for 4 days and filled an entire trash can (the one the city comes to empty)

With us being very inexperienced in this area we were hoping to get some advice on if this is normal or what do we do to address this. With the rental being less than a month old, we don’t know how to rate the guest right now where we only have 3 reviews. If we gave them a negative review or reported anything to Airbnb that it would have negative recourse on us. Any advice here would be welcome.

[Patricia2526 · Accepted solution]

Hi @Zak439 

This is actually quite normal, especially for big groups everyone eats several times a day, and over a 4-day stay it really adds up. I’ve experienced the same issues before, like crumbs on the floors, couches, and other areas. What helped was placing a clear signage in the property explaining that excessive mess or violations of the house rules may result in an additional $100 extra-cleaning fee. Once I added that notice, guests became much more mindful, and the condition of the place improved a lot.

[Zak439]

This is very helpful, and a great idea. We are trying to keep our cleaning fee low (cleaning it ourselves) to help the bookers with the costs of staying. Basically we are charging 25 per stay and then we save that on the side to pay a cleaning company to do a deep clean at the end of the month. Do you have any advice there? We are debating if it would be more beneficial to hire cleaners on a booking basis (the clean won’t be as deep) or just do a major one at the end of the month. 

[Patricia2526]

Hi @Zak439 

Yes, that’s a great strategy. We also follow a similar routine and schedule a general deep cleaning once a month. This includes a thorough cleaning of the sofas, mattresses, and other high-touch areas.

[Helen3]

Sorry I don't agree @Patricia2526  Ive been hosting for ten years , had hundreds of guests and not one has burnt the inside and outside of an oven 

I would definitely mark the guests down for cleanliness - three star? And mention in the review the burnt oven and broken dishes.  @Zak439 

I'd also mark them down for communication as they didn't tell you about the damages. 

[Patricia2526]

Hi @Helen3  

I was referring to the garbage that had accumulated throughout the four-day stay.

[Marie8425]

@Zak439 

I agree with @Helen3  signage has to be catefully weighted.  You had one awful Guest, happens to us all, various things.  Do not focus your rental on 1 bad guest you will never see again.  Accustory signs as the greeting when as the Guest ny mind is on a joyous family vacation, for me would be a bucket of cold water on my positive spirit.  I agree you had a jerk, now we step into learning mode.

Tweak your description a bit, remember this is a group but maybe a week.  No, they are vacationing not settling in your house.  Write your ad more go here, near this fun thing, and yes relax in my comfortable vacation rental at end of activety day or breakfast space for everyone while you plan your fun day.  No, I don't expect you to even use let alone burn mt oven and no especially 4 days I have never had wall boogers.  Guests are out, doing whatever they do on vacation not locked up in my rental.