Guests leaving things behind!

[Dan-And-Melissa0]

Hello,

how do you hosts handle different guests seemingly repetitively leaving behind items? I have shipped things ranging from a pair of stiletto heels, to a cell phone charger with cord.  I don't ask the guest for shipping, but the last two back-to-back guests have left behind items and I have had to ship them back.  Is this typical? We are new hosts.

granted it is only $10-$20 for Shipping charges so far for each time, but it seems to be pretty constant for us now. We don't have a high level of profit, so the trips to the UPS and the additional shipping charges, although not the end of the world, are eating into our small profit.

what are your guys/gals thoughts?

thanks!

[Sarah977]

@Tori2  I can't see how they have a leg to stand on. They checked out, right? And then told you they left a wallet? That's not called theft. If I leave something on an airline seat, disembark, and only later discover I'm missing that item, I can't sue the airline for it, it was my inattention that was to blame.

I hope you have written message documentation of the guests saying they left it behind. It's important to keep anything contentious on the Airbnb messaging system, not phone calls.

[Tori2]

 @Sarah977  Yes. They went off the platform and called and texted me. I never got their calls - but I did get the texts... I need to save them!

They have now served me in small claims court - for their lost wallet. sigh...

which I don't have... ugh

[Sarah977]

@Tori2  If a guest texts or phones you about a potentially contentious issue, make sure to move it to the platform in the future. 

Just text back that you only communicate with guests via Airbnb messaging, and to look for a response from you there. Then reiterate what they said in the text in the message.

"Hi XX,  So you texted me about a wallet you think you left behind, but we've searched high and low, the place has been thoroughly cleaned, and it's obviously not here. You must have dropped it somewhere after you left, maybe it got wedged in a vehicle seat. Hope whoever finds it returns it. And of course if it does surface in some odd place, I'll be sure to let you know right way."

I took a taxi once and realized I didn't have my wallet after he drove away. I called the taxi company but no driver had reported it. 3 weeks later a driver called me, said he'd just done a major cleaning of his cab, and found my wallet wedged down behind the seat.

Good luck in court, I still don't think he can prove anything or hold you responsible for him not checking he had his wallet before leaving.

[Angel6763]

Hi Tori. I know this thread is from 2years ago. However, Id like to hear your POV regarding my lost bags. Unfortunately, 2 big bags full of clothes, new shoes, new skincare and make, trip souvenirs (almost $2,500 worth) were left inside the cabinet when we checked-out from the airbnb house. We contacted the Host immediately but the Host didn't seem to care. Host said he will check with the cleaners but we only got an update after 5 hours saying the cleaners didn't find anything. He even said he believes the cleaners have my things but didn't sound sorry that he hired such type of cleaners. We didn't want to leave our belongings behind but sometimes it s*** happens. Unfortunately in our case, our Host is not helpful and doesn't want to take responsibility in the sense that he should get trustworthy cleaners. 

I know a friend who stayed in an airbnb in Atlanta and the cleaners took photos of the items he left behind. It was sent to the Host and then it was sent to my friend. That Host deserves a super star rating. 

[Mirjana65]

The Best is Use System call ..**

The best for owners ,guest and delivery easy to work with track every think ,Privacy is protected etc 

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**[Link removed due to safety reasons - Community Center Guidelines

[Krystal162]

if they want /need  they will pay for handling* and shipping - some things are replaceable other things like medications aren't-

if its important enough they will find a way to pay you  

I keep items for 7-30 days  if no one asks they are disposed of 

I do believe airbnb should set something up though for this so people get paid and not taken advantange of - They should have a clause or something . If you want a item back it will be this x amount + shipping .Or if items are left they are now property of owner or disposed of  at clean ... I think human decency would be to hold said item for a few days though

[Nicole3215]

So far I haven't had many issues with personal items being left behind. If I catch it in time and it's not too much of a hassle for me, I message the person letting them know I found something of theirs and offering to ship it to their home address. Only two people have taken me up on the offer and both have sent me their venmo/cashapp info to request reimbursement for shipping costs. One person replied that the item was too heavy to be worth shipping and just apologized for forgetting it. Most people don't respond at all. And sometimes I'm too busy or I have daily reservations in a week and by the time I get around to messaging I can't remember whose stuff is whose. 
Now I'm figuring out what to do with the leftover stuff; towels, extra pillows, shampoo bottle just get cleaned and restocked as if they're extras for future guests (if they're easy to clean). But what about a pair of shoes? I'm thinking of selling them on fb marketplace for some cash bc I can't remember which day I found them and which reservation they belonged to. And they don't fit me or anyone I know. Maybe the ethical alternative is to donate leftover stuff instead of trying to make another buck? 

[Nicholas828]

We have in rules and listing that

Items left behind are shipped USPS priority 3 day mail in flat rate boxes. (Flat rate is paid prior to shipping) You can go to post office and grab a bunch of flat rate boxes so you have them handy. Just toss in the laundry room. 

We ship items on the 1st and 15th of each month. This allows only two trips to the post office each month. 

Larger items are shipped UPS on 1st and 15th. Payment due upon upload of receipt and request not due upon arrival. 

You simply have the guest agree to terms via messaging and Airbnb will ensure you are paid if guests fails.

[Nicholas828]

Here is a cut and paste 

When forgotten items are left by guests they may return for pick-up before 12:00 pm the day they checked out. If unable to retrieve items before the next guests arrives, items are mailed on the 1st & 15th of each month. Items are shipped using USPS Priority Mail flat fee. Flat fee is paid prior to shipping. Larger items are shipped UPS & fee is paid prior to shipment.
Legal Flat Rate Envelope: $14.00
Small Flat Rate Box: $13.00
Medium Flat Rate Box (top-loading): $22.00
Medium Flat Rate Box (side-loading): $22.00
Padded Flat Rate Envelope: $12.00
Large Flat Rate Box: $25.00
UPS $TBD