Screening guests/damage deposit/late check out penalty

[Cherie-Monique0]

We just had our first booking and stay completed.  It was for two weeks.  I was leary when they requested to book as it was the same day and for two weeks.  Strange I thought that last minute.  Only had one stay on their profile and no reviews.

In the future can I ask why they think my place is a good fit and where they are coming from?  I did accept the reservation.

they brought a small U-Haul trailer with them and unloaded boxes of stuff for two week stay.  We have a security camera at the driveway.  They had another couple stay over a couple of nights without informing us.

the night before, I sent a thank you for staying with us and reminding them that check out was at 11:00 and that our cleaners would be there shortly after.  They acknowledged this and said they enjoyed their stay and that the place was perfect for them.  The next day, they communicated thru airbnb that they needed until 12:00 because they needed to go rent a U-Haul.  It was Sunday and you can’t get a U-Haul on a Sunday here.  They found that out and asked if they could leave a few bags on the patio to pick up after they took this load to a destination 1.5 hours away.  We said yes, as there wasn’t much choice we had.  Thank goodness we didn’t have guests that day coming in.  They left a pick up truck full of stuff on the patio!  There are stains on the sofa and chair and sheets.

Do we have any recourse?  Big learning curve for us.  Any recommendations from you seasoned hosts?  Thanks!

[Alicia753 · Accepted solution]

Hi Cherie,

It sounds like your first hosting experience was a challenging one! To address your recent hosting experience, it’s important to refine your approach for future stays. Begin by screening guests more effectively by asking questions about their travel plans and reasons for choosing your property.

Since you are new to hosting I highly recommend to utilize the settings that only allows a guest with positive review. I believe this is available when you are registered for Instant book. Just go to your Listing > Instant Book > then toggle on the Good Track record.

You can also check the guest profile to make sure that they are verified. You can simply click the guest profile picture and you will see a check mark just before the words Identity, Email address and Phone number.

You may also Enable Instant Booking requirements (ID verified, agreement to house rules). Don’t hesitate to decline suspicious or last-minute long bookings. 

Additionally, update your house rules to explicitly prohibit unauthorized guests, moving or storage activities, and emphasize penalties for late checkouts (eg. $50/hour).

Improve communication by sending detailed welcome messages that reiterate house rules and include a checkout reminder emphasizing the cleaners' arrival. To prevent damage, document the property’s condition with before-and-after photos and consider adding a security deposit through Airbnb. If issues arise, file a claim promptly through the Resolution Center with evidence such as photos and guest communication.

By setting clearer expectations, enhancing communication, and protecting your property through rules and documentation, you’ll create a smoother experience for yourself and your future guests. This challenging stay is a valuable learning opportunity to refine your hosting practices.

I hope this helps.

All the best,

Upfish Management

[Cherie-Monique0]

Thank you for your detailed answer!  This helps.  I will implement your suggestions for sure!

[Shelley159]

Hi @Cherie-Monique0 

I'm surprised it's your 1st booking as I think you handled it like a pro. You monitored the extra guest situation. You let them collect everything, despite being late, so the booking could just be over. You calmly dealt with it because you knew fortunately no guests were checking in. 

I would be inclined to say just put it behind you instead of starting conflict now by requesting a bit of money. Certainly not while their review is pending.