Host Provided Conflicting Instructions Then Penalized Us for Following Them

[Astrid560]

The host gave conflicting instructions regarding garbage disposal. When we proactively asked how to handle the trash, the host instructed us to leave it for their cleaning team. We followed those directions precisely. Despite this, the host later submitted an additional charge request citing “excessive mess” and also left a negative review mentioning the garbage. These actions are inconsistent with the guidance they originally provided.

[Lorna170]

@Astrid560  So you left all of the trash for the cleaning team.  Was it bagged and ready for them to remove from the property or was it strewn all over the house?  At the very least, did you clean up after yourselves and put all of the trash in one can?  Or did you think the cleaning staff was going to pick up the tissues in the sofa, the empty cans under the bed or food and dishes on the dining table and not tell the owner about the mess?

I am sorry that the owner responded the way that they did after you asked for direction.  

[Astrid560]

Thank you for your message. The reason the host used for additional charge was extra cleaning for their cleaning person (one) to take down the trashes from 6 floor to the ground floor. We stayed for 10 nights, and while there was naturally some waste, it was all categorized and centralized. Takeout-related items were placed in the kitchen; leftovers were sealed; boxes and wrapping paper were consolidated into larger bags. The night before checkout, we double-checked the unit, made sure no items were left in the ground or desk other than those in the kitchen and living room, and specifically asked the host how to handle trash. He told us: “You can leave it to the cleaning team to take care of it after you check out.” We followed those instructions exactly.

[Lorna170]

@Astrid560   WOW.   You were guests for 10 days in a 6th floor walk-up in Paris.  Did you ask about taking out the accumulated trash at any time prior to your departure day?  Or did you have a last night party?

You wrote:  Takeout-related items were placed in the kitchen; leftovers were sealed; boxes and wrapping paper were consolidated into larger bags.  

Sounds like a LOT of trash.

Host wrote:  Unfortunately, the apartment was left in an exceptionally degraded state of dirt. Garbage was strewn across the floor, the kitchen was a mess, and the toilet was in an unacceptable state. My cleaning lady had to do a lot more than the usual cleaning, on a Friday night, on the 6th floor without an elevator. It's a blatant lack of respect, especially towards her.

You and the host both made a mistake that cost the cleaning lady time and effort.  Assuming that he is going to compensate her for the extra cleaning, I hope that you would pay the amount he has asked for.

[Patricia2526]

Hi @Astrid560 

It was probably just a case of miscommunication between the host and guest.

As an Airbnb guest myself, I always make it a point to ask where I should dispose of garbage especially since I usually cook, shopping and buy groceries when I’m on holiday. I make sure to take out the trash every night and always leave the property in the same condition I found it at check-out.

As a host, I try to keep things clear and simple depending on the length of the stay. If a guest is only staying for one night, I usually just let them know to tie up their garbage bag and leave it inside, our cleaners will take care of it.

However, for stays longer than three days, I make sure to give more detailed instructions. I inform guests that they’ll need to dispose of their trash once the bin is full, and if they have any food waste, I guide them on how to properly discard it in the compost bin, showing them exactly where it’s located.

If you believe the host’s review was unfair, you can reach out to Airbnb Support and request its removal. It’s also helpful if you have photos or other evidence to support your case.