Not sure if I should ask for reimbursement?

[Helena944]

I have been hosting for a couple of years now, mainly long-term stays (minimum 25 nights) when I'm out of country myself. I had a first bad experience with a guest this time. The guest left my apartment a huge mess. The sink was full of dishes and my pots are ruined with burnt food, the new sheets are brown from dirt, blood on the sheets. In addition the guest took off the mattress cover and now there are some bodily fluids on the topper mattress as well. 

The living room carpet is full of black stains from I don't know what. I do not know if I can get all these stains out, I think I will need to take the carpet to a professional cleaning. At minimum this is at least three hours of extra cleaning. 

I am quite sad since this is my home and not just an Airbnb apartment. I was not expecting this level of a mess.

Now, should I ask for reimbursement through Airbnb or how to proceed with this type of a situation? What are your recommendations?

[Mfonabasi0]

Hi @Helena944 ,

Great you are reaching out, you can quickly asked for reimbursement from your guest. get on resolution center with your pictures, quotation showing the breakdown cost for the service that will be carried out by the service company. The quotation should be on the service company letterhead. Don't hesitate to reach out to me if you need help. 

[Marie8425]

@Helena944 @Mfonabasi0 

I agree it is serious complaint so I would want the resolution center involved.

The key to focus on is developing a Resolution which may or may not require the guest pay the fees,  It isn't the collection center.  Resolutions are all unique to a situation.  Don't have the answer already in your head.  I also would be  upset but anger doesn't resolve something.

[Elisa]

Hi @Helena944 😊

I am sorry about this situation, it is never easy to know what to do!

Did you manage to get rid of the carpet stains? Or got a professional cleaner to clean it?

What do you think of @Mfonabasi0 advice?

Are you willing to ask for a refund? Do you need any help with that?

Do you have any other suggestions for Helena? @Zheng49, @Dave-and-Deb0, @Marie8425 and @Frances3408.

@Medela0 and @Diana2714 Do you have any good advice about the black stain on the living room carpet?

Warm regards🌻,

[Helena944]

I decided to ask for reimbursement and the guest settled it, so luckily all went well on that side. It is still very unfortunate that the mess was left behind and I have to purchase a new carpet and sheets. Oh well, I guess you can't always trust the 5-star reviews guests have. Luckily nothing bigger was destroyed in the apartment! 

Thanks for all your help 🙂 

[Helen3]

Do leave an honest review to help hosts considering these guests @Mfonabasi0 

[Mfonabasi0]

As a host, you will encounter both excellent and challenging guests. The good ones make hosting a breeze they communicate well, respect house rules, and leave the property in great condition. They are a joy to host and often lead to positive, repeat experiences.

On the other hand, some guests may not follow guidelines, causing communication breakdowns or property issues. While these situations can be frustrating, handling them with professionalism and clear communication helps maintain control. Implementing strict house rules and preparing for potential problems ensures you can excel as a host, even when things don't go perfectly.

[Elisa]

Hi @Helena944 😊,

I am happy you found a solution! 

Did any of the answers below help you resolve the issue?

If so, it's always a lovely gesture to mark it as the "Top Answer".

It's like a big virtual hug to the member who supported you but also to support other Hosts who may have similar questions in the future. 😊

Warm regards🌻,