How to deal with minor damages - where is the line?

[Angus118]

Hi all, we’re a couple of months into hosting here in Bristol in the UK and loving it (though all the cleaning and laundry does get a little old!). I know there is an Airbnb system for compensation and for proper damages that feels straightforward, but it is the smaller damages that I’m not sure whether to just accept that as part of the process or to claim money back directly from guests or via Airbnb. For example, if there are accidental make-up stains on the bed sheets which mean we will have to replace them. Just tactically/ethically etc. does anyone have any thoughts or could share how they approach those kind of cases? Thank you!

[Shelley159]

Hi @Angus118 

Any request for money is sent to the guest first, so you have to think of the consequences (especially the impact on the review). The guest can also refuse to pay - was it then worth it?

Weigh the amount involved against the "cost" of a bad review.

[Angus118]

Thank you @Shelley159, that makes a lot of sense.

[Helen3]

Hi fellow host in Bristol but for ten years 😄 @Angus118 

prévention is better than cure ....

Do you provide face clothes and make up remover pads?

Make up stains normally come out with proper treatment of linens so no need to replace. 

when you put together your budget for your listing. -  it's always a good idea to set aside a maintenance and replacement budget as part of your costs so you have smaller items covered .

Not sure who is new to Airbnb and who is the cohost (Angus) ?  at the property, but generally your cohost should be your go to person for advice around issues like this - as part of the STR expertise you are paying for.

[Angus118]

@Helen3 

Thank you Helen, I hadn't thought of providing things like make up remover pads - trying to be preventative is a good idea. My cohost is my wife technically, though maybe you are referring to a mentor service that Airbnb offers? I might not have realised I have that. There was a very kind superhost that I could ask help for when we set the listing up and I did get input on this from.