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. 

[Øyvind25]

Why 3 or 4? Smoking inside would be a 1 star automatic response from me.

[Joan2709]

@Øyvind25 

I guess that would be up to each Host and what they feel is appropriate and if the guest complied with other House Rules. The problem is proving to Airbnb the guest violated the No Smoking Rule as smell alone isn't enough proof for Airbnb as far a resolution claim goes. If you have photos or video proof, that is a different story.

I guess you could give a 1 star, but I wouldn't say it was specifically because they smoked, as that is hard to prove. Maybe just say they broke an important House Rule and additional cleaning was required?

[John5097]

@Joan2709 

Great advice only one thing to add is that guest can edit their review before they are made public.  

https://www.airbnb.com/help/article/367#:~:text=For%20stays%2C%20if%20you%20submit,more%20changes%20...

"For stays, if you submit your review first, you may edit it anytime within the 14-day review period, up until the other party submits their review. Once both reviews are submitted or the 14-day review period has ended—whichever comes first—both reviews are automatically published and no more changes can be made."

[Joan2709]

@John5097 

This is true...but only until the Host writes their review, then the guest can't edit the review anymore.

edit it anytime within the 14-day review period, up until the other party submits their review:

that is why I would wait until:

1. Guest writes their review
2. Host can then write their review and then after Host writes their review the guest can not longer edit theirs (both reviews are published). Then Host can submit the claim.

[John5097]

@Joan2709 

Right that's why I shared the information. In your first post you said to submit the claim before writing a review for the guest, and that guest couldn't edit their review after it was submitted.  




I was just sharing this was a recent change in the past year or so where guest can edit their review prior to it being public.   Glad that helped as it's a challenge to keep up with all the changes. 

* Prior to this I recall guest had 48 hours to edit a review before they were made public but just going by memory. 

ETA: Its up to each host to decide on what to file damages for, but I would also just write an honest review for a guest like this and would only submit a damage claim for something really expensive, as leaving a full dishwasher and smoking pot inside wouldn't be worth the risk. I've never filed a claim and would make sure to look up the most recent review policy if I did and not risk 1 star retaliatory review.  

[Joan2709]

@John5097 

Oh my goodness! Thanks for catching that! 🙃 

Yes....review first right before cutoff, then file claim before cutoff. 

[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.