Guests trashed our cabin, is this common?

[Cheryl133]

Last weekend we had our very first rental at our cabin in South Lake Tahoe.  We worked on it for over 7 months to make it a nice relaxing getaway to enjoy.  Cabin is very small...630 sq ft. 

His request was for 4 adults.  Our max occupancy is 4.  I responded to be sure he understood it has one queen and two twins.  He stated no problem they were going to be hiking around the lake and would be outside most of the time.  They arrived Friday.  Held a large party.  Neighbors didn't notify us until Saturday afternoon and we have an hour drive to get there.  There were 8 men there and 4 cars.  Cabin was completely trashed.  Vomit everywhere, they stole items from cabin, chunk of wood out of baseboard, pipe insulation pulled off hot water heater.  It was unbelievable and devastating. 

Is this common?  We have more reservations scheduled.  Not sure what to do.  

[Cheryl133]

No, I would like the option of saying "no extra guests" but didn't see that as an option.  I'm afraid if I put a price for over 4 guests then they will think it's okay to have extra people.

[Lyndsey2]

I have a 2-guest max, a rule of no extra guests, and a price for extra guests so I have something I can easily charge them should they attempt to break the rules.

[Farah1]

@Cheryl133 you can put it in the house rules, so it will be easier to enforce it.

[Cheryl133]

The renter has agreed to pay $675 in damages.  It helps but me spending hours scrubbing vomit will take a very long time to get over.

[Farah1]

@Cheryl133 I think you can take this as a "win", some hosts get nothing.

[Karen-and-Brian0]

Hi @Cheryl133 I'm so sorry this happened to you!! And on your very first booking. 😞 You must be devastated. @Alice-and-Jeff0 have given you great advice on how to get the process rolling and the link they supplied is a must read. You are getting some compensation from Airbnb and that is GREAT.

I'd just like to add a few other suggestions for you, as we also rent out our recreational property & don't live on-site (30 minutes away). I think people get the idea that if it's remote, they can do whatever they want to there. Put 4 as the max. number you can accomodate - that will prevent anyone from trying to book more (except for children under 2, if you allow children) - it probably would also help to add an addiitonal charge after 2 guests. Get a security camera that you can operate remotely (all you need is an internet wifi at the cabin - we have a "Kuna" & it works perfectly), and then make it very clear in your listing or House Rules that the camera is there, you monitor and that additional guests will result in immediate cancellation & termination of their stay. We've had no further problems after we did this. And never go to Instant Book, it's just too risky in our situations.

I'm not sure if you have NO PARTIES or EVENTS on there but if you don't, make sure it's there - that gives you some leverage as they broke your rule. 

I also really screen our prospective guests closely - I ask them lots of questions about who they are, what they do, who's with them, the ages of all guests, what they plan to do at your cabin etc. The partiers tend to move off & seek less "nosey" hosts. 

Hope this experience hasn't put you off hosting completely - there are many, many awesome guests out there, with just a few stinkers. All the best of luck! - Karen

[Cheryl133]

Thank you so much for the suggestions. I will definitely take your advice and make changes.

[Karen-and-Brian0]

@Cheryl133 Just had a look at your listing - what an amazing little place! Beautiful decorating & it just looks so cozy! I think you'll do very well with Airbnb. I was going to suggest you add "quiet family neighbourhood" but see you've already done that - I think it really helps send the partiers a clear message. - Karen

[Lyndsey2]

I'm so sorry this happened to you! How frustrating! I don't think it is very common at all but there are certainly ways to reduce your chances of it happening again. Not sure where you stand on this, but I always think it's a good idea to keep from being the cheapest option in your area. Better to have fewer great guests than many terrible ones! Additionally, see if you can find a way to have someone greet the guests in person and then advertise that on your listing. A co-host may be a good option for you and it's nice to say that you or the co-host are right down the road and available to check in with them if there are any questions. You don't want to give the impression that no one is checking on the house while it is being rented. A mention of an exterior security camera or requiring names and an ID check of all guests can work the same way. Anything that makes the potential guest aware that you keep an eye out. I always ask for the names of all guests as one of the first questions I ask when I receive a booking inquiry. For this reason, I do not recommend Instantbook for anyone who does not occupy their property.

I think new hosts are often targets for this sort of behavior, so getting some reviews will help. You might want to consider renting to a friend for a night so they can write a positive, accurate review. 

You can also be prepared for the rare occasion when this happens. You need to take pictures and get an estimate for damage on professional letterhead within 48 hours of checkout. Call Airbnb and open a claim as soon as possible after this type event. Get a police report as well. And always review the guest so it doesn't happen to other hosts!

[Cheryl133]

I was wondering if they might target new listings.  It seemed odd to me that our first reservation trashed our place.

[Fred13]

A shame this happened to you. In some ways you were fortunate they are willing to pay for the damages. Yes, your thought that they may target new hosts is an interesting one, but maybe you could look at it in reverse - it is new hosts  who do not have the experience to set the parameters tightly enough so this kind of abuse doesn't happen in the first place. Example, as a direct result of this experience, you will NOW probably improve your description and state: '4 guests maximum / no added guests allowed', or something to that effect; in other words now making it quite clear your place is not a good candidate for a ~party~.

[Brenda-Lee0]

I am so sorry that happened. I had a problem with someone who book a wedding at my property and they did not leave the way they found it. I charged them an additional cleaning fee. Airbnb has been great handling issues like this. I hope they got involved on your behalf. Brenda Lee

[Greg93]

We have just had a guest check in to our Inn who was drunk this evening, His girlfriend was not. Hopefully she will keep the situation under control and he will pass out.    We almost turned them away.  The next time it happens we will turn a drunk guest away. I had a talk with the imbiber and told him he could not be drunk here as it is a liability for us..  Hopefully it will work out. I advised airbnb of this.  This is our first incident with a drunk guest from Air BnB.  In 18 years we have only had four guests either check in plastered or become plastered here.

[Farah1]

@Greg93 one of the rules I have in my house rules is > • You may not be present in my house in an intoxicated state. Persons who are intoxicated in my house may be asked to leave my house and find another place to stay.

I think it is a very appropriate rule. I do not want to have any damage or people throwing out in my house. I see no value in hosting drunk people, but that is a personal preference.

I hope this guest does not cause any trouble for you.

[Brian303]

Something similar  happened to me for the first time last weekend.  All of our other guests were fantastic. We used the resolution center, requested additional payment to cover extra cleaning and damaged items, and the guests accepted the extra charges. I'd start there and give that a try.