Purple-ish hair dye stains?!

[Tami1]

My last guest experience was too bad that I'm considering stopping hosting!    Our central heat stopped working so I purchased $300 worth of space heaters for the guest to use which was more than adequate to heat the 800 sq ft apartment.  She decided it was a " breach of contract"  for us not to have the central unit working and left after staying 1 night and most of the 2nd of which she  stayed until after 11pm.  I contacted airbnb & told them the situation.  Then I go into the space to look things over and YIKES she's dyed her hair and gotten stains on 3 towels and washcloths, the floor, one throw rug, the walls have purple fingerprints here & there, even the comforter has a purple stain!  She's angrily told me she will sue if she doesn't get all her money back.... really?  Airbnb wants me to refund her the unstayed nights and give her 30% off the 2 nights (well 1 -1/2) she stayed.   So  would you  refund her and try to collect damages  from air cover?   I took pictures of each place there's stain and it hasn't come off the bathtub or sink countertop yet after 1 cleaning!!   Sio now am I suppose to put dyeing your hair here is not allowed?  Sorry I am beyond  frustrated!!  I have been a super host for 11 years and this is another first!  

[Joan2709]

@Tami1 

Yep...had this happen also. We were able to get the stains out of the pillowcases using hydrogen peroxide and letting them soak in it. Not sure about counter tops or walls. You can try using a magic eraser, but not sure that will work?

I would reimburse for the nights not stayed. I would deduct the cost of addl cleaning for the hair dye damage from one of the days they are asking 30% refund. Guests threaten to sue all the time and most times it's idle threats. I wouldn't worry about that. Be sure to keep all your evidence of the damage from the hair dye. Airbnb may override your deducting damages from one of the days they are asking to refund. In that case, I would file an Aircover claim and expect the guest won't pay. Then Airbnb will have to cover, but you will have to jump through the usual hoops.

This guest will most likely leave a very negative review, so be sure to leave an honest, factual review of her and the damages from the hair dye. Take responsibility for the heating issue and what you did to resolve it.

[Tami1]

Thanks Joan,  That's what I was thinking too.  

[Joelle43]

Hello @Tami1 

What a dreadful guest😱  In answer to your last question about house rules, I have included the following:

Permanent damage to towels/linens due to skin treatments or hair dye will be charged.

I lost 8 towels over a few months last summer due to teens using acne treatment and after querying a guest over the possible cause of the yellow stains on the towels, she admitted that it was due to her son's treatment and that she had the same problem at home.  😮 BUT, she did kindly offer to refund the amount for the replacement of the towels😊 yeah a sweetheart.  Not so lucky with the second lot of guests with teens😡

Have you tried baking soda and vinegar for the bath and sink countertop?

Hair dye and skin treatments seem to be the #1 cause of ruined towels and some hosts will tell you that it's the cost of doing business but at least it's in my house manual and the guests are forewarned that a charge may be applied.

Hope the stains come out🤞

All the best
Joëlle