Guest mistreating the oven

[Kim3205]

Hello:

We are new owners with Airbnb.  Our first guest had 5 star reviews from other owners so when she started doing things that seemed over the top, I was confused.  First, she contacted me asking where I keep my garbage bags.  We generally leave 2 in each garbage can to get guests started but assume it's common practice for guests to bring their own needs.

Then, she messaged me asking where the dishwashing pods were kept.  Again, I explained to her that our housekeeper leaves a "starter pack" of a few items which will get a guest started.  She told me that none had been left but after contacting my housekeeper, she assured me that was not the case.  The guest did not want to go back to the store to get anything else since they had just returned from getting garbage bags.  My housekeeper was very kind and offered to take a few dishwashing pods over to the home.

Then, on check out day, my housekeeper arrived to find the back door left wide open (airing out the house) because the family had apparently cooked some meat directly on the oven rack.  This made no sense whatsoever.  There were plenty of pans available to use for cooking plus it's just gross to cook on a community rack.  So my housekeeper spent an extra hour cleaning that dirty oven and racks.

So my dilemma is what to say in my review of this guest.  Again, her past owner reviews have made her out to be the perfect guest.  Plus this would have been my first owner review on Airbnb.  I don't want to lie and deceive other owners about this guest but I also do not want to get into a war with the guest who I'm assuming will see the review.

My family and I have been guests in vacation in rentals multiple times and I've never expected an owner to supply anything other than the home.  So even the assumption that I should supply the guest trash bags and dishwashing pods put me in an awkward position.  I did not think it was my responsibility, however, she was my first guest and I wanted a good review.

Any input would be helpful so I can review this guest.

Thank you,

Kim

[Kim3205]

Thank you @Linda108 !  This is very helpful!  I've spoken to our housekeeper and we are making changes!

[Refiloe2]

@Kim3205  We are very much new to airbnb with only 6 stars so far, We normally provide  one bottle of shower gel  normally 2toilet rolls from 4 days on wards then the rest they can purchase  themselves. We tend  inform  the  guest to  try and use less in the best  possible way.... so they do not block the toilet it helps if you expain it nicely,we even offer coffee and tea on the house... We always leave extra binbags available in case they over use the ones in the bin already as well as cleaning products. We try and make it easy as possible in terms of essentials for our  guests.

You will be suprised some guests will not use  the shower gel  and towels you provided.

In the case of reviews i rate according to how they left my space and how they communicated with me and  would i have them back again.

One thing we have realised is that every guest is different  dont make that mistake to compare them with your previous guest they are just different full stop... Oh by the way    We have a cleaning fee for every one of my guest  that way even if they do not leave it that clean the fee will deal with that

 I can honestly say i would love all my guest to be a clean as i am lol  not possible.

all the best

[Kim3205]

Thank you @Refiloe2 for your input.  Very helpful!  

[Elaine701]

In our experience, cleaning fees tend to absolve the guest of any responsibility to even attempt to tidy up.

We just build it into the price. Guests tend to be more conscientious when they're not "paying for it".

[Kim3205]

Yes, thank you @Elaine701 .  I do think my housekeeper spent more time cleaning on this job though.  We're all learning as we go!

[Elaine701]

@Kim3205 

Well, some guests are messy, but in our experience, most are quite clean and orderly.

Some are obsessively clean and orderly, which makes our job of meeting expectations a bit more challenging. But we've found that presenting the house in obsessively clean and orderly condition on arrival sends a clear message; better not leave it messy. Most seem to get the message. 

Besides, if they are messy, there's not much you can do about it, except write it in their review, but I tend to just count my blessings and let it go (unless they're really bad, in which case, you really should warn future hosts by leaving it in the review). I do have a comment section in my own guest database where I make note of the exit condition - both good or bad, for future reference. 

Good luck, I'm sure you'll do well. Just don't sweat the small stuff. 

[Kim3205]

@Elaine701 yes, you are right!  Thank you for your perspective!  I'm learning as I go along.