Provisioning of paper goods

[Andrea8969]

I have usually hosted guests for longer terms, generally one to two months at a time.  My current renter is complaining that I did not provide enough toilet paper for his 30-day stay.  I left him with eight rolls to get started, and I assumed he would pick up additional rolls at the supermarket on one of his regular trips.  He is NOT paying for additional cleanings, just the deep cleaning upon checkout.  Am I in the wrong?

By the way, I have offered complimentary cleaning each week, but he has refused. Now, he complains about the lack of toilet paper two days before check out.  

I look forward to hearing your comments and advice.

[Joan2709]

@Andrea8969 

You have to set expectations for long term guests. Most Hosts add to Addl House Rules and in either the after booking message or check-in message that Host will supply one weeks' worth of consumables like TP, paper towels, dish soap, dishwasher pods etc. (sometimes referred to as a starter pack). After that, the guest is responsible for their own supplies on a long term stay. 

If you didn't set that expecation with the guest about TP and other consumables, he assumes you provide all that for the duration of the stay...pretty entitled, but there it is. 

[Kelly333]

Hi Andrea - I only do short term rentals of 3-6 days ish, so I'm pondering what a 30 day guest may expect. 

My first thought was, "Hey, they are basically a long term tenant, so why should you provide infinite toilet paper?"  But, after thinking a minute, I suppose I would just respond with something like, "I'm so sorry. I didn't know you had run out. I'd be happy to get you more or refund you $10-$20 so you can buy it yourself." 

The reason I would suck it up is the following:

1. Is a bad review worth it for a $10-20 issue?  I assume this guest will reduce their review rating if you don't address this request/complaint by giving them toilet paper or a refund.  
2. Think of this as a learning opportunity.  Next time communicate that the toilet paper (and anything else fungible like paper towels, etc.) is a starter supply and they'll have to buy their own if they use it all. OR keep extra supplies on hand (locked up or accessible) to avoid the outage if you choose to keep infinite stock.  Either way, address it in advance so the guest understands.

Trust me, I get so annoyed sometimes and vent (privately) about guest requests or complaints that are nuts. But, I suck it up and pretty much consider the old saying, "The customer is always right," so I can keep the 5 star reviews rolling in.  

[Alex]

Hi @Andrea8969, 

Thank you for bringing this question to the Community Center. I’m sure you’re not the only one who has faced a similar situation, and it’s great that you reached out for help. 😄 Fortunately, I see that some members have already shared their feedback with you. Have you had a chance to read through their responses?