Guests’ dogs scratched/gouged our floors

[David-and-Annie0]

Our property manager and house cleaner let us know that the guests who left today did damage to the whole downstairs flooring. They had two dogs and it appears that one or both of the dogs’ claws did quite a bit of scratching up of the floors. Mopping and scrubbing did nothing to buff them out or improve them. I am so upset. We work really hard to make and keep a nice place for guests to stay (and for our family to enjoy.)

I immediately messaged the guest through Airbnb and sent pictures. Then I went to the resolution center and submitted a request for payment and pictures. I did a quick search on-line (I don’t know how much it costs to refinish floors) and read that it can usually range between $300-900. I asked the guest to pay $500.

Several hours went by before she responded. Her response was brief, and although she did not admit any fault, she said she understood our position and would like to talk “live” about it over the phone. I have not responded yet because I’m not sure how to proceed.

I imagine she will say that the floors were not pristine to begin with, and that is true. But they did considerable damage that is noticeable and takes away from the ascetic value it did have.

(I think after this we will go to a “no pets” policy, unfortunately.)

The curious thing is, she had more than 10 absolutely glowing reviews—although the last one was in 2018.

I don’t know if I should engage with her in a phone conversation or just keep it in writing within the Airbnb platform.

Should I call Airbnb for advice? What is your advice out there?

Thank you,

Annie

[Sarah977]

@David-and-Annie0  Awesome! So nice to read of a guest accepting responsibility. Have fun refinishing the floors 😞  At least you won't be out-of-pocket for the whole shibang.

Do you mean charging a security deposit through the resolution center? I honestly don't know. It seems like if it were allowed, everyone would be doing it. But I don't think that taking a deposit, with the understanding that it will be returned if there aren't any damages, through Airbnb, is a great idea- it could lead to all kinds of disputes with the host saying there were damages, the guest denying it, a big hassle. If you are renting privately, of course most hosts and landlords would charge a security deposit and return if there aren't damages, but if it's through Airbnb, the guest could complain that the host kept their money without reason, and then I could easily see Airbnb clawing it back out of your future payouts and returnng it to the guest. 

[Inna22]

I see nothing wrong with chatting with the guest over the phone. Texting and messaging is so often misinterpreted 

@Danielle476 from what you are describing, you did NOT have an arbitration and you should. Message me if you want more info

@David-and-Annie0 so glad it worked out for you

[Inna22]

@David-and-Annie0 it’s for security deposit, Airbnb doesn’t actually charge it as you know. I have to actually charge it on another platform and it is a battle every single time. People just don’t want to do that. I think it will be more trouble than it’s worth.

[Christine615]

If you can - open your laptop and set it up to record the conversation. Some people use "live" phone calls to avoid documentation. I even have the laptop recording when I talk to utility companies so there's no "he said/she said."

That's clearly damage. Get an estimate for sanding and refinishing the floors then submit it to her through the resolution center. Then she can talk all she wants. But you have to document this in the platform - via your inbox, then bill her for the damages before time runs out. Start your negotiations from there. She's not in charge of this - she wants to avoid paying.

[Sarah977]

@Christine615  I think you missed her post farther up the page where she said the guest did agree, though Airbnb messaging to pay and already sent the money 🙂

[Fred13]

@David-and-Annie0 That is great that your guests were so fair-minded. Your place is very nice and geared to those with a bit higher affordability, so I wonder why not charge 'handsomely' for pets in the first place? I would think most of your clientele would welcome the ability to bring their pets over the price for them. Perhaps in this way the cost for pet damage in the long-run will average out well for you (occasional damage vs. overall pet-extra income).

   The reality is two fold: you have a lot of uncovered wooden floors and dogs (a subject I do know well) with too-long of nails will cause damage to them every time. Perhaps making a nail-cutting kit on the premises available may lessen the inevitable, especially when/if you notice Fido is a candidate for another scratch-wooden-floor fiasco. Considering those lovely uncovered wooden floors, this will happen again. Just a thought and again lovely place.

P.S. Btw, this may sound ghastly, but there is a two-part composite which forms a hard glaze over anything that makes scratches almost impossible, used a lot  in the art field and in counters in bars, etc. 

P.S. #2. Outdoor dogs, meaning those that spend time running outdoors will naturally wear their nails not to exceed their pads, 'house' dogs on the other hand must have their nails religiously clipped. There are some excellent pet cutting kits that cut and cauterize to inhibit the quick in nails to grow, thus keeping the 'nail' part always easy to cut short.