Guest taking the entire stack of firewood

[Jane4997]

Hi all 

First time host with a strange event.

I have had full bags of firewood and kindling taken, with a couple of pieces left in the inside firewood stacker. It was a week's worth and the guest was staying one night only. They couldn't have gone through that much wood, and the ash pile left doesn't support very much being used. It is $30 a bag for the wood, and $20 a bag for the kindling. I'd like to ask for it back (I suspect she's going camping after my place) or I will charge her an additional $40 (she did leave a couple of pieces behind). I only received $165 a night - no cleaning fee, so was very reasonably priced accommodation for the area.  I also offer a new reverse cycle heating/cooling system which was used, so not like she needed to make a fire (I have the fireplace only as some people like a wood fire burning in a rural location). 

I want to send a message like this: 

I've noticed that most of the firewood and kindling has gone. There was enough for the full week and for the next guests but now it's not there. It was too much wood to have burnt through the night. We now have only the few pieces of dry wood you left in the bags for the next guests. This was around $40 worth of wood. Also the fire tongs have gone as well. I'm unsure if you thought it was complimentary and was allowed to be taken. It's for guests use but we request that you please return the extra that has been taken, or if you'd like to keep it for your personal usage, I can charge your account the $40 to replace. Which one would you prefer?

Do you think this is ok? How would you handle it or word it? 

Thanks!

[Patricia2526 · Accepted solution]

Hi @Jane4997 Maybe word it something like this and not accusatory.

“I hope you had a safe trip onward.

While preparing for our next guests, we noticed that most of the firewood and kindling, as well as the fire tongs, are no longer at the property. The amount taken appears to be more than what would typically be used during a one-night stay.

Just to clarify, firewood is provided for use during the stay but not intended to be taken off the property.

If this was taken unintentionally, you’re welcome to return the items. Otherwise, I’ll need to request reimbursement of $40 to cover the replacement cost.

Please let me know how you’d like to proceed.”

Add a line in your listing/house rules:
“Firewood is provided for use during your stay only and is not to be taken off the property. Excessive use or removal will incur a replacement fee.”

[Jane4997]

Thanks so much! This is brilliant. I appreciate the feedback. 

I am just so shocked, I'm not able to remove myself from the emotion of it all. It feels so violating. 

I love both of your suggestions. 

[Jane4997]

She's denied it... guess I just write it off. 

Probably get a bad review now. Sigh...

[Jane4997]

and now I'm getting the "i have never been accused of stealing" emails... that she is also a host and has a small business etc... 

I know what I know... I'm not dreaming about this. 

[Helen3]

Unfortunately some people lie whether hosts or not (what are her previous reviews like) ?

my best tip is only put out complimentary items that are enough for each guests stay . 

@Jane4997 

[Jane4997]

Thanks @Helen3 . Her reviews are all really good. 

I agree - and have now learnt that. 

[Frances3408]

@Jane4997 I keep out only enough firewood supplies for two fires on the fire pit (and sometimes thats used in one go) as we usually get mostly weekend bookings in cooler weather. The rest is under lock and key. If they run out they can drive to the local petrol station and buy some more or forage around (we have lots of trees with falling branches). I have never been called asking for more during a stay but yes I was cleaned out both guest stays over Easter, and thats ok. 

Is it possible someone else in the group took it or someone walked onto the property and helped themselves if it wasnt locked up?

I learnt early on its best to hope for the best (in people) but plan for the worst. 

[Jane4997]

Hi @Frances3408 

It was all in the locked cottage and I checked it only a few hours before the guest arrived, so i know it was that person. They were a single guest. 

I have learnt my lesson - only keep on hand what we can afford to lose. I just never thought it would be 10 kilos of firewood and a 10 Kilo bag of kindling! 

[Shelley159]

@Jane4997 also keep in mind that this is in all probability, a huge exception to the rule.

If you focus on what percentage of your guests will likely do this, it's much easier to move on.

[Jane4997]

I agree.

Although out of my first 10 guests I've had 3 issues - the TV remote go missing, then all the selection of teabags go and now this.

I will go through everything, photograph it all before the next guests. I cant afford to keep replacing these items. 

[Shelley159]

I'm painfully aware that a low price sells on Airbnb @Jane4997 , so I don't want to give you advice that will push you down in search results. But if your guests have been problematic you may need to raise the price a bit (and rather add some more.luxuries if you need to). Unfortunately there is some correlation between price and guest quality (although you'll see many exceptions either way😃)

Personally I would focus more on trying my best to attract the right guest rather than photographing amenities (which assumes that guests are bad, and leaves you with some evidence of that ... but the problem remains ...)

It's not easy to get the price 100% right though, high enough that guests will probably be great, but low enough that you still feature in searches 🙈

Daily struggle for me!

[Jane4997]

Thanks so much Shelley - that's a really interesting suggestion. My property is very unique, which may lend itself to a higher price and a more discerning guest. I'll give it a go.

[Christine2602]

@Shelley159 

Si vous êtes sûre que c'est elle, vous pouvez faire un aircover.

De toute façon vous aurez un mauvais commentaire.

Notez le dans l'évaluation que vous lui laisserez sans l'accuser.

au départ de x, nous avons constaté que le  bois livré juste avant son arrivée et prévu pour la semaine n'était plus là. Nous n'avons pas non plus retrouvé les sacs d'emballage.

_______________________________________________________________________
 
Google Translation added by Community Manager:  

If you're sure it's her, you can air-cover her.

You'll get a bad review anyway.

Note this in the review you leave her without accusing her.

Upon leaving X, we noticed that the wood delivered just before her arrival, and expected for the week, was no longer there. We also couldn't find the packaging bags.

Christine
Good humor is contagious

[Jane4997]

Hello Christine

I thank you for some excellent suggestions.

I am positive - I checked the wood and the fireplace before every guest. The fire was last used 4 months ago. It's not fire season, so I know it's not being used until now it is getting colder. It's not worth fighting for $40 - but I'm now feeling very down about my fellow humans...