Ongoing Dirty Guest

[Priscilla150]

There are two bedrooms in an apartment-type set up.  They have a private entrance, a shared bathroom across the hall and a common area that is where each has a storage cupboard for food and miscellaneous items.  A shared microwave, Keurig coffee maker, toaster refrigerator, dishes, silverware, glasses, a container for dirty dishes and another for garbage, etc....  

Several times a day I enter the common area to remove any garbage and dirty dishes.  Two days ago the common are stunk so badly that I had to open the door to air it out.  Today there is still a smell and my other guest is complaining, although they know I am doing all I can.   The bathroom sink, toilet and floor around the toilet is left so filthy that I won't begin to describe it.

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Due to the Covid 19, my House Manual currently states:

"On all stays a month long, we "were" offering a 35% discount. We are "NOW" offering a replacement discount of 45%.  During this Covid 19 time, we are asking all guests to please change their own sheets. These discounts are our way of compensating you for changing your sheets and if needed, cleaning your own room. 

We will provide clean bedding and bath towels and continue to wash your sheets, towels and dishes. We hope these additional discount are acceptable for this inconvenience."

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Today as I went into the common area to empty the garbage and do my regular cleaning, the newest guest left his bedroom door open while in the shower.   Below is what I saw.  I have taken pictures so I can discuss this with him.  I get the impression this young man is from a privileged home, not from what is said, but by his attitude and actions.  From what he has said, his parents have had him move out so that he might experience what living on his own would be like.

It appears as if my newest guest does not understand what cleaning your own room means.

Suggestions on how one handles the possibility of having your carpet and bedspread ruined?  As you know, there are some odors that will not come out.

Extra BedPicture of extra bed and floorBed slept in and surrounding areaFloor space at end of slept in bed

[Yadira22]

Hi @Priscilla150 

I am so sorry- dealing with your own mess is one thing, with another's is completely different. 

I would write a message to everyone in the house (but aimed mostly at this guest, that way no one is singled out) and mention the need to adhere to very high standards of hygiene and cleanliness as we are currently facing a global pandemic. I would re-iterate my expectations and the points above (re bed linen), explaining where to locate the cleaning products and the need to air out spaces etc. 

I also ordered signs "KEEP THIS AREA CLEAN AND TIDY" and post them in all common areas. 

Hope this helps. 

Yadira  

PS. would not recommend you use the photos above, as the guest in question may complain to airbnb stating that you walked into their private space. This is obviously not the case but it's better to avoid such situations. 

[Priscilla150]

Yes I agree.  

[Priscilla150]

Thank you very much for your feed back.  I agree that the pictures should not be posted in the Airbnb Guest Comments, that would be embarrassing for the guest.  I would not like that done to me and so I would not do it to anyone else.  Thank you again.

[Helen350]

@Priscilla150 I think @Yadira22 meant you should not even let the guest know you took photos.... SOME guests would use this against you, telling Airbnb you snooped in his room without permission... (I personally think the house owner should be allowed to - our houses! - but a bad guest could use your photos as the basis for all kinds of accusations, so it might be better not to admit you have photos.

I've had many guests who've lived in their rooms in the state you photographed. Including my nicest ever guest, with whom I had the best girly chats! She cooked me meals & lavished treats & affection on the dog! As Mark says, does it matter, so long as the room is LEFT clean & tidy when they leave?

[Priscilla150]

Oh I would never show him the photos, but thank you for verifying that.  Nor would I let him know I took them.  I did explain that I was walking by his room and he had left the door open and I noticed it was a bit messy. 

Although I don't like a messy room, it is up to the guest how they wish to live, so long as they do not have food and/or food containers and dirty, smelly clothes on my carpet and bedspreads.  I find it is very hard getting certain types of odors out of carpet.  If he doesn't want to hang up his clothes, etc that is one thing.  But some people's feet are quite strong and that odor remains.  I know the other guest has commented he could smell my messy guest's room when he came out into the hallway with the messy guest's door closed.

We will see if in the end his room is left clean and the carpet smelling alright after all my cleaning is completed.

[Yadira22]

@Priscilla150 

Maybe buy some timed air fresheners and casually mention it to them ... “btw i was at xxx and got these, you are welcome to use them if you want”. 

For the carpet- baking soda, article below. 

https://www.thekitchn.com/how-to-deodorize-your-carpet-naturally-with-baking-soda-252554%3famp=1

[Priscilla150]

Thanks for the link.  It will be helpful.

[Yadira22]

Hi @Priscilla150 

i did not mean it on this site, I meant more so to the guest in question. As @Helen350 mentions, some guests may use these against you as to suggest you invaded their private space even though this was not the case. Thank you both! 

[Priscilla150]

Oh Gottcha!!!  Yes, one needs to be very careful.

Thank you.

[Mark116]

@Priscilla150   I think there are two different things here.  One, is failure to keep up his end of the bargain in terms of following rules for keeping common areas clean.  This is something that can and should be further explained to the guest.  The second is being messy inside the room that he is renting, and while I agree its extremely annoying to see your property disrespected, there is nothing that says a guest cannot be messy during the stay as long as rules for check out are followed. 

[Priscilla150]

I agree with what you are saying, except that in order to get the 45% discount, his room needs to be kept clean according to the House Manual.   I did discuss the common area with him and his room as well.  I really think given his age, this is a learning process.  I was very nice about it and explained that i thought open communication was the best way to handle things and if he had any problems to be sure and let me know.  Of course, I have checked in with him several times prior to today to ensure his accommodations were satisfactory and was told they were.  Thus he knows I am open to communicating.  Thanks for your opinions.  It is always comforting to get other people's input.

[Sharon1014]

@Priscilla150  He's been Mommied all his life.  Someone else always picks up after him.  He hasn't yet learned that when you live alone, if you don't pick it up no-one else will and that it's much better to pick up, clean and tidy as you go thru the day than have the whole mess pile up endlessly.  Sadly, I don't think he is going to learn the lesson from just one experience at your place.  So brace yourself, it isn't going to end no matter how politely you try to fill in the kid-training gaps.  It will likely take years and repeated other house mates going ewwww yuk, move out!  

[Priscilla150]

You may very well be correct Sharon.  Unfortunate, but possibly true.  🙂

[Cathie19]

Hi @Priscilla150 . @Yadira22 , @Helen350 , @Sharon1014  & @Mark116  have all offered excellent advise.

Noting: 

 a) your descriptor mentions that guests have their own cupboard. (Lockable? For food etc?)

 b) the photo of food containers etc in the messy bedroom. (Including pizza box) is a reminder it will also attract vermin, insects, bacteria and mould if left long enough.

 c) you offer a full kitchen for use by the guests and they can use the kitchen, dining etc spaces without restrictions. What are their responsibilities to safeguard themselves and the other guests?

 d) one thing that crossed my mind, from the photos and your listing descriptors, is that like the rest of us, you don’t want stains and lingering smells >  so proactively try to reduce them with either shoe racks, indoor slippers/slides, air fresheners and a routinely documented/communicated waste, kitchen and linen management plan that works for you.

e) we are in a global pandemic: hygiene > cleaning and disinfectant safety is a priority. If the guest is in shared accommodation and not respectful of hygiene, they probably aren’t washing their hands for 20 seconds, or undertaking socially distancing when out, etc etc etc. Putting everyone in the home at risk.

Food and drink:

Maybe specify in your house rules, that cooked foods (either self prepared or take away) must not be eaten in bedrooms. If possible, ensure you have a socially acceptable space where the guests can sit and eat in safety and comfort in common areas. You know your rooms best. Alternatively, if hot foods are to be eaten in bedrooms, then for reasons of hygiene and sanitation, the containers need to be washed as soon as possible and take-away waste to be disposed of promptly in the waste bin/s provided. You must have house rules documented, that you want guests to follow. This then gives you the opportunity to “call into question” their suitability to stay in your space, if they do not abide by your food sanitation and cleaning requirements.

Tidy rooms:

You have documented in your listing that  the rooms need to be kept clean.  Do guests get a folder or guide (document) with the house rules in it? Is there any small visible signage behind the doors with safety information? Maybe consider having something discreet for each room including Covid19 safety.

Linen changes:

Are these linen changes well communicated and on a strict cycle to reduce odours? If the linen is not regularly cleaned, the body oils will be difficult to clean and stains will appear. Odours will also emanate from the sheets, cushion covers and towels. 

Personal laundry:

Is this done on or off site? Do the guests have lidded bins or laundry bags on hooks in their rooms to put the dirty clothes in? What works best for you?

Bathroom:

During Covid19, the guest towels / washers should stay with the individual guests to avoid cross contamination when facilities are shared. What responsibilities do the guests have to adhere to, for cleaning the shared bathroom? Do you leave a spray and wipe bottle, and a hospital grade disinfectant spray bottle on hand with some paper towels? As host,  what fittings do you offer the guests  for drying their towels?  Are they hung up (hook / rail specifically needed) in their rooms? 

Shoes: 

You allow clean shoes to be worn inside. What does this mean?  Visibly clean can mean many things. If odours are from feet or shoes, maybe organise a shoe area for airing purposes, in your mud room or entry if you have one. Many homes require shoes to not be worn, asking for slides etc to be worn to protect flooring. With Covid19, depending on how cases are in your area, you might want to consider shoe racks in the wardrobes with air freshener in situ.

Anyway @Priscilla150 , I hope these thoughts offer some suggestions or provide clarity around your needs and how to move forward.

Document, communicate and reinforce your house rules. (Your house, your rules)

Communicate always, but back it up with your documentation - on the Airbnb platform and in-situ.

As I always say... be fair, be friendly, but firm ....