damage claim and 5 stars

[Johna130]

I recently had a group that left my house a disarray, broke things, rolled joints and smell oh my ! the smell like pot.... stains on counters, full dishwasher never washed. and more, 

they have submitted there review I can not see yet, they told me in a message they would give me a 5* because they had a great time. 

what do I do now??? do I submit a bad review for them telling the truth and lock them both in and then submit a claim or reach out to the guest? ive never had to deal with this before, thank you in advance for any advice. 

[Marie8425]

@Johna130 

I know I take things personal, hey I was nice how come you aren't.

Now Business hat world doesn't do what I think they should.

You can't see review yet but first is Airbnb tells you if the Guest submitted a review and waiting for you.

If no formal submission I would be wary that Guest is trying to manipulate.

I would regardless what is a real expense to my business.  Not irritations would contact the Guest first.  Thank you for the excellent review.  We do have the following damage expenses from your group that were not expected.  We have to politely request that you take responsibility for these expenses so we are whole again.  If they ask about their revie our review dept (my husband lol) hasn't completed yet but I see in the que.

[Joan2709 · Accepted solution]

@Johna130 

Since the guest has already submitted their review, they cannot change it if you submit your claim for damages in retaliation. The only thing they can do is ask Airbnb to remove their 5star review (if it truly was 5 stars), so there really is no risk to you of a retaliatory review.

I would go ahead and submit your claims for damages and/or addl cleaning required with proof (photos/video/receipts) if you want to do that (don't miss the deadline to do that 14days to file and 30days to submit any proof that Airbnb asks for). I would then write your honest review of the guest stay so future Hosts are warned. Do not put anything in your review that could cause it to be removed by Airbnb, as the guest will surely try to get Airbnb to do that.

"Unfortunately these guests broke some important house rules and additional cleaning was required after their stay."

I would give them a 3 or 4 for house rules and 4 for cleanliness, but that is up to you. 

[Helen3]

Personally I would have charged the guest for a specialist clean and for broken items.

please leave a very honest review and mark the guests down to 2/3 stars for cleanliness and mention they smoked in the house . As hosts we rely on fellow hosts leaving honest reviews .

in your shoes I would leave an honest review and then if you are still able to I would submit a host damage claim and send guests photo and video evidence and submit a claim for additional cleaning/broken /stained items.