Bad experience

[Nur785]

I know this forum is not really very active, but I wanted to share a recent experience with everyone. I assume similar things can happen to others as well. 

I had a guest book five nights. They arrived Friday night, check in was without issues, everything is well. The next morning around 10:45am, I get a message from them saying they saw three cockroaches during their stay and their child was really scared and they are leaving and want full refund. I agreed, because who wants to stay in a place with roaches. I was happy to fully refund and get them out so I could get the pest company.

At that time, it didn't occur to me that  I had stayed in the apartment myself for a week just a few days ago and did not run into this problem. The guest also told me that he killed a couple and left it in the trash bin. I call airbnb, we cancel the reservation and issue them full refund but the guests take their sweet time to leave the house for another 2 hours. 

I finally get to the apartment with pest control in tow. We search and find no evidence of bugs dead or alive. The pest control company thinks they should seal, so they do a thorough search of the area he says he saw them. Find no evidence. They do a fog bomb regardless. We actually search the trash, no bugs in the trash. 

So basically these guests needed a place for one night. It looks like they did several loads of laundry, cooked a big meal and left their kids dirty diapers in the apartment. They also got all their money back, I am out of cleaning fees and the scare of bugs. 

I can't even leave a review for this guest because we canceled the stay and no review process. he is going to do this to someone else. I really should have asked for evidence I guess. 

Anyway, the experience left a sour taste and I thought I would share it. 

[Fred13]

This is not an uncommon story, except for the part - "I agreed, because who wants to stay in a place with roaches.". No one does but in certain environments they are prevalent and if the guest leaves food outside, they will come, as well as ants, etc. Oftentimes the mention of cockroaches is also a common hustle, as is mold, smells, etc. There are web site dedicated how to scam the innocent, without mercy. Next time, do not agree so automatically, and even if they see one best to put the 'event' into proper perspective.

[Nur785]

Yes, you are right. I was pretty naive. I found out later that some hosts in my area display the extermination date and proof in the unit to prevent this kind of hustle.

It's a learning experience. Next person who pulls this hustle won't find me such an easy mark. This is exactly the reason I shared the experience. I figured other new and naive hosts like me can be forewarned.  

[Helen3]

If this sort of situation were to happen again 1) ask for photograph proof showing them in your apartment (not just a close up of a bug) 2) say to the guest you are happy to consider a refund IF your pest control people find evidence - if they don't they will be charged for the pest control call out and won't get a refund @Nur785 

I think you should be able to leave a review.

[Nur785]

That's excellent advice, I'm going to write that down exactly. Thank you!

Also, you are right, it turns out we can still review each other. I just got a notice that the person left a review. So what do I do now? Do I write an honest review of what happened? 

If I do that won't people think there are bugs in my place? I honestly don't know what to write at this point? 

I really could use the advice @Helen3

[Bhumika]

Hi @Nur785 ,

By this comment, it seems like you are able to leave a review for the guest.

Were you able to post an honest review about this guest and how you feel about the situation? or are you still seeking advice on this instance?

[Nur785]

Hi Bhumika, I'm still looking for advice. The person left a review already but I don't know if they mentioned bugs in my place. I don't know if I should leave a negative review and what they will do when they see it. 

I have the certification from the pest control company that they found no evidence of bugs and the house has been treated. 

I really don't know what to do at this point. I would have preferred they couldn't leave a review as I refunded them all of their money.

Even after they got their refund, they lingered in the house for another 2 hours and the pest control company had to wait to get in. 

They left the place in a bad condition too. Dirty diapers not secured thrown haphazardly. I scraped children's stickers from every surface like the coffee table and the hardwood floors.  

I'm afraid if I write down these things, I'll be subject to some sort of revenge rating. 

[Karen277 · Accepted solution]

@Nur785 I would leave an accurate review of the facts. You are writing for the benefit of other hosts.

"(Guest Name) booked five nights and cancelled after one,  complaining of roaches. No evidence of roaches was found where they claimed them to be, nor anywhere by the extermination company. 

The place was not left tidy. There were soiled diapers left behind and children's stickers on furniture and the floors."

If you have some positive things to say about them, add that as well.

They've already left their review - they cannot base a revenge review on what you write.

Next time, get them to go through the resolution center, rather than agreeing to refund guests on the spot. As you said, they benefitted from one night stay and you were left with a mess to clean.

[Jason2733]

Here is my bad experience: 
I just wanted to share this very negative experience with other hosts.  The guest booked the same day for one person and a dog for two days.  They next asked it they could check in early, it was roughly 11am, and I said ok and asked what time they would arrive.  They responded now, and literally a minute later they pulled in.  They had no previous stays so zero reviews.  When they first reached out they said they were looking for a quite place to get away for the weekend.  When they showed it was two adults, and a dog and they appeared to be a little rough looking, (i was home at the time). Not long after I see two other vehicles show up, and I messaged them saying the visitors are not allowed, and then their story changed stating they were in the process of moving and the visitors were bringing their belongings.  At this point I start reviewing my external cameras and can see some of them smoking on my property and not parking in the guest parking area.  I message them again about the house rules, no smoking, improper parking. Also I can hear someone coughing and hacking very loudly from inside the rental. I also stated if the smoking didn't cease they would be asked to leave. Not long after they cancelled the reservation and left about 2 hours later.  Once they left I inspected the rental and I'm 99% sure they were also smoking inside. several windows were open, the bathroom ceiling vent was left on, and they sprayed air freshener everywhere.  They didn't trash the place, but in just the 2 hours they left more mess than most guests leave in 2 days.  I thought that was the end of it... About 8:30 that evening one of the "visitors" of the guests knocked on the rental door, then left. I didn't catch this until a little later, but have it in camera.  Same thing about 10am the next day.  I messaged the guest and stated their rental is over and if they or any of their friends show up on my property again I will call the police. Went on to explain all the house rules they had violated. Their response was " I shouldn't be so picky"....  I'm confident these people are local and to avoid retaliation I decided not to leave any review. I did report their profile as the original profile pic appeared fake.  What have I learned from this experience?  I won't allow same day bookings automatically, I'll review on a case by case basis, and will never rent to someone who has no previous rentals,( I might if they have a fully filled out profile). Also added more house rules with additional verbiage; no unpaid guests/visitors, no local rentals, also explained where external cameras are posted.  In the end I count myself lucky it could have been far worse....