@Michael6575 it is a shame that you had this most dreaded outcome with these guests. This is one of the parts of hosting that has been really tricky, uncomfortable but an important learning for me during the last almost 6 yrs. hosting and I'd venture for many other hosts as well.
I hope you have taken great photos to assist your actions - it was kind that guests tried to get rid of the stains - but very unfortunate because most guests do not know how to properly remove stains and so they wash thinking HOT will get the stains out - and they unfortunately have permanently locked in the stains - with no chance of getting stains out.
I've had this many times - most often its blood and wine and other body fluids and gels/creams, etc. I am convinced if you go about this with care you can get results that are not perfect but doable and an outcome that helps you get on the other side of this. I like to think guests are of course uncomfortable that this happened, maybe ashamed, or embarrassed and so I'd recommend you are gentle, careful in your approach. I have read of hosts asking what the stains are - I think this is a bad approach and will never work in the hosts favor.
When you say they were messy guests - dishes in the sink - so if the stains were not there would you have overlooked how they left the place or not? I think its important to make this difference.
Ok, so when I had a really bad situation years back, my first I came to the CC community center for help and I found something that has helped me all these years when stains that don't come out and how best to try and get monies....this was before AirCover but still I would use it tomorrow if needed.
I do not wait to deal with anything - if you get the timing wrong you really lose and nothing is good out of the entire situation except you are stressed, lost bedding, bad review?? and guests take no responsibility at all.
I send this note which someone had posted here on the Community Center - I have changed it around some and added or taken away parts but the major point is that it softens the impact of asking for monies for something the guest has done, that is a topic nobody wants to speak about, they know it but wish it was gone.
You must message your guest before any claim or anything happens - really important- same if something is wrong with our listings: Guests should always/must let the host know so they can fix it. I have only had a couple of guests write that they stained things....its rare.
Here's what I would do - I'd send a note through the Airbnb message to these guests - I have changed it up for your situation - it has worked every time I have used it.
Hi, thanks again for staying with us. It looks like there are some stains on the bedding and some are now permanent - so for everyone's health and safety, this bedding will need to be disposed of. Luckily, Airbnb has a system which makes it easy to add the replacement cost to your booking after we provide documentation. We've had this happen a few times and guests are always gracious in handling it. If you'll approve the charges for replacement and clean up that we submit, we'll be all set. Thanks and all the best.
I've altered it for your situation but this is direction I'd go in. Send the message with the pics and $$ and all that.....If they guest ignores it or says no....Air Cover is next--- then you file for heavy charges, clean up and receipts from pros for clean up, what replacement charges for the bedding would be with pics of bedding that is the same or almost.
Good luck and I hope this is helpful.
Clara
