Unusually messy house by 4 kids and 2 adults

[Ray2608]

How do I proceed with, this I have a guest with 4 kids. The kids dumped buckets of dirt and stones in the sink.. Completely clogged it.. 

They also took the towels, pillows and sofa seat outside and completely covered in dirt and mud..

They are still here.. How do I proceed. What's the best way to approach this..

I have a same day turnaround guest checking in and this will hamper the housekeeping process..

Any advise is greatly appreciated 

[Kıvanç-Akif-Kayı0]

This is a tough situation, but you need to address it quickly and professionally. Here’s how I’d approach it:

1. Immediate Action – Address the Guests

• Stay calm and professional: Approach the guest and politely but firmly explain the situation.
• Set clear expectations: Say something like:
  "I just noticed that the sink is completely clogged with dirt and stones, and the towels, pillows, and sofa cushions are heavily soiled. Since I have another guest checking in today, I need to make sure the place is clean and functional. Can we work together to resolve this before check-out?"
• Ask them to help clean up: If they are reasonable, they might at least remove some of the mess.

2. Document Everything

• Take clear photos/videos of the clogged sink, dirty towels, pillows, sofa cushions, and any other damages.
• This will help if you need to file a claim with Airbnb or charge extra for damages.

3. Check Airbnb’s Host Protection & Deposit Policy

• If you have a security deposit, you may be able to charge for extra cleaning and potential plumbing repairs.
• Even if you don’t, you can file a claim for additional cleaning fees and damages.

4. Plan for Cleanup

• Call for urgent plumbing assistance if you can’t unclog the sink yourself.
• Prioritize the essentials: Focus on getting clean towels, pillows, and the sofa seat ready for the next guest.
• Inform your cleaners ASAP: Let them know about the mess so they can bring extra supplies or additional help.

5. If the Guests Refuse to Cooperate

• If they are still staying and unwilling to help, contact Airbnb support immediately and report the issue.
• Airbnb may be able to step in, especially if they refuse to leave on time or if the damages are severe.

6. Prepare for the Next Guest

• If the mess cannot be cleaned in time, consider delaying check-in or offering a small compensation for the inconvenience.
• If you have spare towels/pillows in another unit, use those temporarily.

[Ray2608]

Thank you for the great suggestion.. I will act accordingly. 

Thanks again. 

[Shelley159]

Hi @Ray2608 

Yes, it will definitely, absolutely hamper the housecleaning process, as you say!

To me it doesn't sound like the guest should help with the clean-up - you should probably rather deal with the sink and the sofa yourself to prevent further damage. So if there's no reason to confront the guest right now, it's probably best to just let them check out. Confrontation during their stay could lead to a retaliatory review and (in some cases) even fabricated fault-finding with you and/or your listing. Afterwards you'll have plenty of time to consider how you want to phrase the review and whether you want to submit a claim for damage.

For now, I would focus all my attention on coming up with plans to make the same-day turnaround as stress free as possible. You're fortunate to already know about the issues, so you have some time to think up a strategy. During a tight and difficult cleaning, I find it's generally best to exchange as many problem-items as possible (instead of trying to clean or repair them right there under pressure).

1. Double-check that you have enough spare towels, linen and other laundry items to exchange with the ones presently in the listing (keeping in mind that you may discover more issues after check-out).
2. Any chance you can bring in a temporary sofa from somewhere and get the dirty one out? Or maybe at least just get the dirty sofa out if it's not crucial to have it there? This may be a challenge, but it will save you lots of time and stress if possible.
3. If you suspect the sink it blocked beyond what you can fix yourself, consider booking a plumber so long, so he's prepared and ready to arrive a few minutes after check-out.
4. You can also let other people involved in the cleaning know so long, so they're aware that they need to be on time that day and bring their A-game: it's going to need quick and hard work.
5. I don't know whether you do this anyway, but it would be good to message the arriving guest to find out more or less what time they plan to check in. 

Best of luck!

[Ray2608]

Thank you.. It's good to know that there are or host that can offer support 

[Marisa182]

@Ray2608Great suggestions from @Kıvanç-Akif-Kayı0 . You don't say if you realized what was happening as your guests were about to check out, or before. If you were aware of the children's activities before, you should have had a conversation with the adults, and also contacted Airbnb with photos of the damage. If you host families with young children frequently, make sure the parents understand your house rules when they check in, flat out ask them if they have read the house rules, which I know most do not read.  And if you live on the premises, keep an eye on what is going on. Having a good time and enjoying themselves should not include destruction of your property.

I hope future guests are more respectful of your place!

[Elisa]

Hi @Ray2608  😊,
I'm truly sorry about this situation.

However, I'm glad you found many hosts to discuss this with.

What do you think of our hosts suggestions?

Would you mind marking the 'Top Answer' if you find one particularly useful?

Warm regards ‌🌻‌,