What to do about damaged towels and pillows?

[Kelly617]

Hi everyone, not sure what to do here. Really need some advice. I currently have two guests who had too much fun one night drinking and got sick and they got vomit and faeces on my rug, towels and pillow. I’ve tried cleaning them but no luck with my white towels, beach towels and pillow. I just purchased replacements that cost me $95. I am in The Bahamas where these items are not cheap.

Should I charge them before they leave or wait until after or not at all? They also had loud music that I had to deal with but they understood and has kept it down. So they seem to be understanding. I’m new to Airbnb and really close to getting superhost status not sure if this would affect it. 

[David3610]

Yikes! That's too bad. I don't have an answer as I haven't had any damages that I would consider worthy of escalation. (Some guests a while back had a pillow fight and ruined some of the nicer couch pillows) 

My assumption would be that if the guests have already left, you would file a claim through the dispute resolution center

[Kelly617]

Thanks will do after they leave. 

[Carol777]

I would definitely as them to reimburse you for the damaged towels and sheets.  Offer to let them take them with them but get the money for new ones.  I expect to lose a towel or washcloth here and there but that many isn’t fair to you.

[Kelly617]

Totally agree but will ask after they leave so I can really inspect the unit. Thanks for helping. 

[Sarah977]

@Kelly617  I can't believe how gross people can be. I've done my share of partying in my younger days and never in my life have I managed to vomit anywhere but the toilet or outside. And how in the world do guests manage to get faeces spread around?

If they take responsibility and pay up without a fuss, that will be good, but be aware that yes, it could affect attaining Superhost if they decide to leave a low-star "revenge review" because they were asked to pay. But personally I'd choose not letting guests get away with damage like this over fear of not making Superhost.

Laundry tip, in case you don't know- if there is something that may stain, pre-treat, soak and wash first in cold water- hot water cooks stains in so they never come out. You can run the stuff through a hot wash with bleach for the whites after making sure the stains have soaked out in the cold water.

[Kelly617]

Thank you for the tips. I’ve done those from I got the items and the stains are still there. I think I will deal with it once they leave through the resolution center. 

[Yaseen5]

My experience is not to ask for reimbursement until after they leave their review. Most things aren't worth complaining about if it decreases your rating. 

[Kelly617]

Thinking the same. I think I’ll deal with it after they leave to make sure there wasn’t anymore damages and maybe great a review because other than that they have been pretty good. Thanks 

[Sarah977]

@Kelly617   It's possible to write a review which mentions the ways in which the guests were good, while also mentioning the negatives that other hosts would like to be forwarned about. Depending on what you find when they check out,. you might start a new thread with a draft of the review you might leave for them for other hosts to give feedback on. Lots of hosts do that here and I think it's pretty helpful if one is in doubt. 

[John1080]

@Kelly617, as others have said, you should leave your negative review first, mentioning the issues, then wait for them to write their review, which most will do in a day or so. Afterward, since you will already have mentioned the issues in your review, you can then initiate a claim through the resolution center with photos and estimates or receipts of what it will cost to replace the items.  

In some cases, the guest will agree to pay, but I wouldn't count on it. In the most likely event that the guest refuses to pay, you will have to escalate the case to Airbnb, and they will decide the outcome. Make sure you upload all the evidence you have to support your case. 

I hope it works out for you! 

[Kelly617]

Thanks John. The only thing is I don’t think they are bad guests to be honest. The drinks on the island is made with high proof rum and I think they just wasn’t able to handle it and got super sick (I really don’t want to make excuses). Overall they have been pretty good guests with great communication and seems to be taking care of the unit. Do you think I should still do a negative review? If the items wasn’t new and so expensive I might have just left it alone. 

[John1080]

@Kelly617, if someone were to cost me $95, I would consider that person a 'bad' guest, regardless if they were okay in other areas. 

If you feel it has been a one-off type situation, you could chance discussing it with them first and asking them for reimbursement and see how it goes. The problem with that is once you mention it to them, they could get 'bad feelings' and leave you a negative review in anticipation of one from you. 

If you don't plan to ask for reimbursement, I would not mention it to them at all for the same reasons mentioned above. 

Personally. I would give them 5 stars in all areas they did well in, and maybe a 3 or 4 in cleanliness, then ask for reimbursement. 

[Kelly617]

Totally agree! $95 is a lot especially when they got the unit at a great rate. I appreciate the feedback especially with the ratings part. Thanks again! 

[Sarah977]

@Kelly617   As you indicate they are easy to communicate with and were forthcoming about the mess, maybe you might gently mention to them that unfortunately you weren't able to get the bodily fluid stains out of the bedding and towels. It would be interesting to see their response- do they immediately offer to reimburse you, or do they seem like they don't want to be held financially responsible. If they offer to re-imburse, you could tell them the actual cost to replace, but charge them less (as you said, if the stuff was cheaper, you'd just let it go), and then I'd not mention it in a review at all- they inadvertently made a mess, fessed up right away and took responsibility, game over. Can happen to the best of us.

But if they seem like they don't think they should pay, you can write a review which talks about their good communication skills, that they were nice, that they left the place clean, (if they do), etc, and also say that unfortunately some expensive bedding and towels were accidentally ruined beyond repair, but to their credit, they did report the accident right away. Certainly don't mention the gritty details, no need to publicly embarrass guests.