Expectations & cleanliness

[Yvonne693]

Hi All,  I’m looking for some advice re what is acceptable in terms of cleanliness 

we’ve been hosting our holiday lodge in the Lake District since May 2021 having used the property for 18 months as a second family home. Our reviews from all guests since then have been amazing saying what a wonderful place it is to stay and how homely it feels. I feel like we’ve been really lucky up to now... had a group of 4 mid twenty something females who up to the day of check-in were as all our other guests had been. But on day of check-in messaged me to say rather than check-in at 3pm would be there at 8 pm. 
That wasn’t so much of an issue sorted our first contactless check-in, which is now why I believe the group thought they could leave our lodge in the state it was left on checkout because they hadn’t met me. 
I realise we’ve been spoilt with such thoughtful considerate guests up to now but couldn’t believe my eyes.... the group stayed for 3 nights they had used every glass (20) every mug (16) egg cups clearly used for some kind off afternoon tea containing curdled cream, plates, every piece of cutlery, all either piled up in the 2 sinks,  on the worktops or just dumped in the dishwasher that hadn ‘t been set going. 
Half eaten food was left in the refrigerator on plates uncovered with dirty plates left out on worktops with half eaten meals. 
The group seemed to really love their stay saying they’d cleaned the lodge!!! Really 

And that they would be back in the next few months.

As a new host I really don’t know how to deal with this in terms of reviews or having them back, 

airbnb support team have said that I can ask to cancel if they do rebook but I’m concerned if I don’t leave a guest review proving this party isn’t welcome back Airbnb won’t cancel the future booking. 
Am I expecting too much for guests to at least wash pots during their stay or does this behaviour seem to be the norm

Any advice would be most welcome 

[Mike-And-Jane0]

@Yvonne693 we were shocked when one group left food everywhere and unwashed dishes. It probably added an hour to the cleaning but was just so shocking compared to most guests who leave the place as if they hadn't been there! As there was no damage I think we gave a 4 for cleanliness and mentioned the 'mess' in the review plus ticked the wouldn't host again. Maybe we over reacted..

[Mark116]

@Yvonne693  We always send a reminder the day before check out of what guests are expected to do, including wash dishes. 

In 5 years we've only had 2 sets of people ignore the dish washing directions and only 1 of them left a true mess....with multiple pans full of caked on food sitting out, unwashed plates and glasses, etc. 

We have found since we stopped doing an in person check in that the quality of how the place is left has suffered and we may resume meeting guests in person later this summer for that reason. 

[Yvonne693]

Agree Mark I’m thinking that had some bearing on the situation but I’m convinced they construed that situation 
will certainly not be doing a self check in again going to amend all my comms to make it clear it has to be a check in with either myself or husband 

thanks for your input 👍🏻

[Lorna170]

@Yvonne693   No guest should leave the kitchen looking like a tornado went through it. What directions do you have for guests on how to leave the kitchen?  We ask that the guests wash up after themselves, empty the refrigerator and place the kitchen waste in the garbage can or neatly bagged for our staff to take off site. 95% of the time the kitchen is in great shape, until a certain entitled guest leaves a mess.  My housekeeper and I can usually see them coming…the tone of communication is very telling.  I am ashamed to think that my generation has contributed to the selfish behavior of these guests.

Leave an honest review at the last minute so that other hosts may be forewarned.  Click the box saying you would not host them again.  Do not live in fear of the review or the loss of ranking or bookings.  After 15 years of untold guests at multiple properties, you get a thicker skin and find other venues to bring you business when one or another OTA forget that you bring the product that they are benefiting from.  If they do try to book again, cancel or send them a change request with a nightly rate and cleaning fee that will exceed their credit card limit.  They will move on.