Guests not following Check Out procedures

[Gary287]

To us checking out is as important as checking in, since we have a lakefront cottage, in a remote area, and it is very hard to get help. We're fortunate enough to have found a good cleaning person as we live 2 hours from our property. 

Covid-19 has added an additional list of things to do. 

One of the biggest issues with guests is that we have a propane BBQ. We leave 2 full tanks for them to use, and we only allow 1 week rentals, so usually a guest will go through an entire tank in 1 week. We leave instructions everywhere, that if you have used a tank that it is your responsibility to bring it to the gas station before you check out and fill it up. There are 2X as a convenience so if you run out of one, you can quickly switch to the extra tank without ruining your meal. 

In the last 2 weeks in a row, our guests have left empty tanks. 

It only costs $15 to fill up, but if I have to send my cleaning person to go to fill up the tank on a Saturday, it ends up costing me $65 to pay her for the propane, and the hour of her time to get this done. 

My dilemma is writing the client a review when they've done everything else that we've asked, and getting reimbursed for their mistake. Do I write the review and ask them for reimbursement in a private message to the guest, or do I mention this to them before I write them a review, and risk them writing us a negative review? We're on our way to being super hosts and don't want to risk a bad review right now. 

There are other things on our Check Out list, such as garbage and a few other things that people are not following, I'm not sure how to make it clearer, as our check out guide is laminated, and put right on the door of our Fridge. Maybe I need to send the list to them in a private message the night before they leave as a reminder. What does everyone else do? 

[Helen267]

How about mentioning the refilling as a charge of $65 in your listing, and messaging them before their stay and just before checkout asking whether they would like you to arrange the refill and charge them, or whether they prefer to do it themselves when they're in town? 

[Elena87]

@Gary287 

How about a third propane bottle as a (non accessible to the guest) spare so you can manage stocks on your own terms.

Or increase your costs by 65 dollars, but (surprise) refunding guests this amount if they comply correctly.

[Ute42]

.

@Elena87 

You're a genius.

[Jacqueline848]

Yes, and definitely be silent about it because if you would communicate about the refund, then some guests would try to fake a full gas tank only for the refund, and leave you with angry next guests who have to deal with half-empty bottles.