how to review a guest with messy kids?

[Danielle-And-Justin0]

Hi! 

I'm new to hosting, we're on our 5th guest right now so I was hoping for some advice.  We had our first family with children stay, a 4 year old, a 2 year old and a 4 month old.  We knew kids would be messier but I'm just wondering what people consider a normal amount of mess vs leaving a semi-negative review? 

They left food/crumbs all over the floor, food splattered on the wall, play-doh pieces smashed into the barstool seat cushions and somehow smashed on the bath rug, they tore about a 3 inch hole in our new couch (right on the corner so not super noticeable).  And stained the sheets. 

It took us a lot longer to clean the space and the only permanent damage was the couch.  We do charge a cleaning fee, and they did follow the house rules.  I'm having a hard time on what to write for their review.  Suggestions/advice?  

Thanks! 

Danielle 

[Katrina79]

@Danielle-And-Justin0 You have received very good feedback here for writing a review. I know you haven’t asked about the damage they made but I can’t help wondering why are you not more concerned with the permanently damaged sofa? A mess can be cleaned but permanent damage requires fixing/replacing. You can put in a claim before your next guest arrives or within 14 days, which ever is first. Future guests may see the damaged sofa and think they don’t have to treat your furnishings well or may dock you in the review. 

[Ian-And-Anne-Marie0 · Accepted solution]

@Danielle-And-Justin0  @Katrina79 

I would be very much with you in addressing the " 3 inch hole in the new couch "

At current valuations "New" less 10% = 90% payout or have it repaired on an agreed quotation from a specialist.

Hovering around and awaiting a positive review from the family because you don't question the mess, stains and breakages they leave will have your home like a hovel in no time. Guests are obliged under the Airbnb Terms of Service to leave accommodation in the way it was found by them. Remember that.

[Danielle-And-Justin0]

@Ian-And-Anne-Marie0 @Katrina79 Thank you both for your reply! As for the couch, it's a leather euro lounger (futon style couch that can be laid flat or reclined), the hole is on the seam on the side, not super noticeable.  We were in a hurry to turn the space over for the next guest so we ended up sewing it up and now it's definitely hard to see unless you know where to look.  I guess I wasn't sure how to go about filing a claim and to be honest I was worried about a rebuttal from the guests.  I wasn't sure how much of a thing I should make of it especially since they haven't left a review yet.   

[Ian-And-Anne-Marie0]

@Danielle-And-Justin0 
I'm all for fixing stuff which guests break or damage if possible, but this whole guest damage situation is a real issue. Even if you place a damage deposit on your listing, you have no access to it without jumping through hoops.

The Airbnb guidance on claiming is via a version of a payment request and that you need to claim within 14 days of your guest leaving (coincidently the same duration in which reviews take place - I wonder why?) or, before your next guest arrives (could be next day).. whichever is sooner.

Airbnb Terms of Service state that claims need to be made within 30 days. This claim method is via a claim form instead of the payment request route. 

In cases of damage which cannot be rectified directly with guests and an agreed settlement made then I wouldn't want to jeopardise what always should be a good review for one which is tainted with grievous revenge.

Also note here that you will not receive what you claim for. It will be significantly depreciated and you will need to provide original purchase receipts to support your claim and which Airbnb can depreciate.

In Airbnb claims, Confucius reigns deliberately IMO.

I hope this might help in the future.