England, United Kingdom Level 2
I have just had a guest who left unwashed crockery, one of the toilets was disgusting, wet towels everywhere, duvets on floor, gas hob thick with grease and dirty greasy kitchen surfaces. I wrote a neutral review saying they were friendly nad communicated well beofre the hosting. I choose to let him know privately that I was suprised at how the apartment was left but made it friendly and offering understanding if there had been a problem but I got this back
'Did you really expect us to clean the house before leaving? I think you don't even know what kind of service you are offering. Airbnb is about renting your house as a Hotel, It is not like couchsurfing, where people do it for free. I paid more than 400 € for only 3 nights in your old apartment and after that amount of money, that is almost a robbery for the quality of the flat, you are cheeky enough to tell me about the cleaning? You are charging almost a half monthly salary for only 3 nights, you must be able to clean it after all. We didn't break anything, but as you should understand like when I go to a hotel I don't care about tidying or cleaning, because I don't have to do it. .....the house full of boxes everywhere, and the bathrooms were pretty dirty when we came in. So please, stop saying bull**bleep**, take your money that you probably don't even pay taxes for that and this business is totally under the table and don't text me again. I will tell you again just to make it clear, when you pay such a crazy amount of money for a renting, you don't have to clean after being in the house, you must take care like we did and don't break anything.'
The apartment is professionally cleaned in between each guest and the bathrooms are spotless so he has lied about that. I don't charge a cleaning fee. There are no boxes laying around and there is no smell - so my question is this - how should a guest be expected to leave a rental? Everyone else who has stayed has said the apartemnt is really clean and have left it fine. I expect to have to clean but not this level asm I expectiing too much from my guests?
He left me a great review.
Thanks for any advice so i can put it on my hosting:)
I have found this thread very interesting and helpful.
During a recent stay our "host" left my sister and I with one roll of TP for 5 nights. His response is, "We're not a hotel." No soap in the hand soap dispenser (no other soap on premises) and a Nescafe machine, but only 5 pods. He asked us to vacuum, do all dishes, leave sheets, all bed linens and towels in the bathroom, take out the trash. I did it all. Then he proceeded to give ME a bad review. Is there something I'm not understanding? When he asked me to clean should I have scrubbed the bathroom top to bottom? Is that what's expected?
@Kristine186 This host was unreasonable as far as the toilet paper and soap. Washing your dirty dishes, and cleaning up after yourself (not heavy-duty cleaning) is something all respectful adults should do, because an Airbnb host isn't a personal maid. Taking out your trash and dealing with the linens is something a lot of hosts request, especially if it's a budget-priced place or there is no cleaning fee charged.
Did the host mention any of this in his listing info? Does he say in his listing and under the amenities section that he provides toilet paper and soap? Airbnb hosts aren't required to provide anything other than what they say they do, and even if those things seem really basic (it seems incredibly cheap and unhospitable not to give guests TP and soap, IMO) if the host doesn't say they provide something, you can't expect it. Guests need to read everything in the ad thoroughly.
If the host says he provides something and doesn't, or doesn't mention in his ad what the expectations are re cleaning, you should mention all that in the review and it would fall under "accuracy" in the star ratings. But always make sure you haven't just missed reading all of the listing info before downgrading a host for something they never said they provided or finding that you're expected to do cleaning that actually was mentioned in the listing info.
What is the rule? If they charge a large amount for a cleaning fee, does the guest clean?
I’ve asked multiple times to waive or reduce the cleaning fee because I bring my own sheets and fold the hosts and put them away. I take my trash with me. We wash all the dishes and place them back. Essentially we leave the place like we saw it and we leave it ready for the next guest, but I keep getting charge a lot for the cleaning and my family and I clean the whole day before leaving. So I’m confused.
It's an old post but very interesting to read.
We're certainly not at the premium side of the market and we do charge £45 for a cleaning fee which seems okay to me for a 3 bedroom house.
As a very experienced guest travelling all around Europe and the US using Airbnb I always leave the place as close to how I found it as possible. I wouldn't be bleaching the toilets and scrubbing surfaces but a quick wipe down of the kitchen take no time at all and it's respectful. For me that wouldn't matter how much I'd paid but I can see that being the case for some. Liberals, don't slap me for saying this but there is also cultural aspect to this too.
As a brand new host I now need to set my own bar on what's considered the proper way to leave our home. Guests are often on holiday at our place, it's a tourist town so I want them to enjoy themselves so we'll see if I become a hard-ass or a soft-touch.
@Ashley850 as a home owner/host I think you did above and beyond especially with that cleaning fee charge, that's a bit much. Wish all my guests are just like you.
I had the unfortunate experience of renting my home to our last guests. Guests left our home in such bad shape to the point that the cleaning crew wants to terminate cleaning our home. As a host, I do not expect my guests to clean , such as mop the floor, sweep, or wash the bedding but I do expect them to put the dirty towels they used in the wash and turn it on, rinse their dirty plates and put in the dishwasher and take their trash with them. I have a thorough instruction as what needs to be done before check out. I also mention everything and anything on my listing so there are no surprises. Others find my listing description including house rules long winded but I would rather have thorough house rules so that the guests will have a choice of booking my home or not. I feel that if my house rules are too much for the guest then my home is not the right home for them to rent. But even with my thorough house rules and guest agreeing to it, they don't always adhere to them, like our last guest.
When I say "please leave the house in the condition you found it", doesn't mean do everything that the cleaning crew did to prepare our home for the guests. It just means, clean after yourself (if you spill something wipe it down).If you use the dishes rinse them and put in the dishwasher. If your child take out a toy or a board game put it back when done.
Just because guests pay for cleaning fee, this does not give them the right to leave your home in a terrible condition. Leaving your child's puke all over the bathroom is not okay for the host to clean up. Leaving old spoiled milk/cereal bowls, dirty pots and pans and trash all over the house is not okay.
In short , put yourself in the person shoes who will be cleaning up your mess. Are you going to be okay cleaning up someone's puke?
After this last guest experience, future guests can no longer book my home automatically. They will need approval from me first. I am hoping this will deter those who are incapable of following my house rules.
Please don't think I'm being rude here
"but I do expect them to put the dirty towels they used in the wash and turn it on" is (in my opinion) a ridiculous expectation. You want your guests to do laundry on their holiday/vacation?
"I have a thorough instruction as what needs to be done before check out". I hate being told to put out the trash, take sheets off the beds and put them somewhere. Please know that as a guest this is a terrible experience and was a host I would never leave a list of instructions like that for my guests.
Good guests will leave the place in good condition and if you get horrible people like you clearly have they won't pay attention to your list anyway.
Oh and my sympathy for this last guest of yours and I hope I don't experience this.
Your rule book would solicit a bad review from me even although I'm a complete clean-freak!
"please leave the house in the condition you found it" is more than sufficient in my opinion.
What is a reasonable cleaning fee? I try to book on Airbnb and the price for the night is good but the cleaning fee is half the total cost. It deters me because I clean after myself and the hosts never waive it or reduce the amount. I always leave the house in the shape I saw it and I also never use their linens.
I guess im a bit confused. I am currently staying at a place that is 240 a night in orlando (a bit on the expensive side ) but I am being charged a 180 dollar cleaning fee. While I have washed all the towels, swept and will put my dirty dishes in the dish washer and wipe everything down and take out the trash. can see why people would expect the host to do everything. 180 is a steep cleaning fee and I don’t see how hosts can charge this and still expect guests to clean things.
You all say treat the house as if it were a friend of family member but a friend or family member wouldn’t charge you a 180 dollar fee
Wow, that's a hefty charge but it really does vary with each rental - if it's a super posh place then yes, I suppose I can see a cleaning fee being equivalent of maybe one night's rent.
Sometimes hosts put a big cleaning fee on to encourage longer stays so it might be that.
"I have washed all the towels"
Wow, that's definitely more than I'd expect from a guest. You can come and stay with us here in lovely Cornwall, UK any time.
@Ashley850, honestly, as a host and a guest, I can understand your feeling. If the cleaning fee is too high, the feeling among guests is that one shouldn't have to do all that. I don't know what the place looks like or how big it is, etc, but the $180 does seem high for a cleaning fee for me. The cost of cleaning is not cheap though. I pay around $100-$120 per each booking and sometimes more to have my place cleaned. My cleaners charge $30 per hour per cleaner, so really $60 per hour, so keep that in mind.
I would just tidy up and leave things decent, so you get a good review from the host and next time, maybe look for a place that is a bit more relaxed.
Good luck to you!
I agree. I always tidy up and am a bit OCD with 5 kids so I clean as we go and just do touch ups as we leave. Not mopping but sweeping and wiping everything down.
The cleaning fee didn’t bother me but I was just pointing out to some of these hosts why guests would feel that way. If you are paying 180 dollars for cleaning (a 3 bedroom 2 bath townhome) then you should expect it to be left a bit messier than someone who doesn’t charge or charges 35 dollars.
@Ashley850, I agree completely. I think as a business model for that particular host, he should lower that, as the feeling of guests would be what you have expressed.
I’m a bit confused as to the cleaning fee. My recent stay was charged this amount:
I’d have contacted the host and Airbnb and asked to be moved
I am a host, and include a cleaning fee (which goes direct to the cleaner, all other fees I calculate in my nightly fee), as without this, short stays make little economical sense.
This only cleaning I ask guests to do, us take the rubbish with them when they leave. This is mainly due to the smell, especially if they’ve cooked a lot, have dirty nappies and emptied the ashtray on the balcony into the bin.
Longer stays qualify for one or two mid stay cleans and linen changes, free of charge.
Its important to read the terms of booking and house rules to set expectations. Because of this, I will not allow instant bookings, and before I agree a booking, ask that guests confirm they’ve read my rules. I don’t want party people, and neither do my neighbours.
The last thing I want is unhappy or disgruntled guests.
I’m on a few other sites, and guests rarely read the rules, which as a host, I’m not responsible for.
In terms of the service fee and taxes, these don’t go to the host, so it’s unfair to include them in your calculations. All of these would’ve been quoted prior to booking, so it’s a bit late to complain about them after your stay.. With respect, didn’t you read anything about the stay?
It looks to me like you’ve learned a valuable lesson - buyer beware.
As a guest who makes sure everywhere is reasonably tidy and clean I had a very negative review to my surprise by my recent host. It was a small studio in Paris rented by a girl. It was her second time renting the property. We stayed there for 7 days and it was super clean at the time of check-in. At the time of checkout, we washed all the dishes, cleaned tabletops, made the bed that we used our own spare bedsheet for, gathered and put out the rubbishes, and organized her studio. The only part which needed vacuuming and mopping was the floor. Since we found the studio in a great condition, we bought her some local sweets as a gratitude at the checkout. Now I regret what I did. It was actually my wife's idea as I do not like treat people with irrational kindness without knowing them.
She left this cm after our checkout: "Very kind and polite people. But very disappointed by the condition of the apartment at their departure."
I asked her in a private msg to explain what made her disappointed. But she did not answer. What the ***** are some hosts thinking to themselves? Do they expect us to mop their floors or dry clean their linens at the time of checkout? That is beyond my imagination? Who the **** would mop your floor when you charge them the rent of a month for just 7 days stay?
wow! no you should not have to mop the floor or wash the linens... cleaning after yourself such as rinsing dishes or pots you used and putting them in the dishwasher makes sense. But doing a thorough clean up? You should not have to if you paid for cleaning fee.
I can understand tidying up after yourself, as well as cleaning the common areas you use as you use them.
To clean the place before you leave is ludicrous. Most Airbnb's are as much as motels. You should not have to clean up your own room when you leave. The money spent should be for cleaning the room before and after.
I mean if I went to a hotel and they said there is a cleaning fee I would say get another guest. This is your business not the renters. If you go to a restaurant and pay for a meal you don't go clean the kitchen or your table area do you.
Get with it people. You make the money so you should work for the money.
Is a guest supposed to clean the dishes even after we have paid a cleaning fees? Got a bad review for leaving dirty dishes on the kitchen rack. The dishes were actually washed, but not dried.
@Saumya4 Yes, you are expected to wash your dirty dishes (drying them doesn't seem necessary to me, but every host has different expectations and rules that they should make clear to guests).
Cleaning fees at an Airbnb are meant to cover heavy duty cleaning- vacuuming, dusting, washing floors, cleaning and sterilizing the bathroom, washing the bedding and towels, making the beds, putting out fresh soap, toilet paper, etc, for guests.
Cleaning fees are not intended to cover personal maid service- guests are expected to clean up their own personal messes- wash the dishes, wipe the counters, clean the stovetop if you've made it dirty, make sure all the garbage is in the bin or taken out, depending on the check-out instructions, not leave food or food containers or half-filled cans of soda laying around.