Post by High Priestess on Sept 25, 2015 3:58:26 GMT
My first bad experience as a host
www.airbnb.com/groups/content/content-116249
Cathya shared a year ago on Anecdotes forum
My first bad experience as a host
Cathya
The carpet, oh the carpet. Seems like I cursed myself because I said that the other day in another group. I said that I didn't mind two kids running around on my carpet while they were chasing my dog, the day they left my dog was hiding from them in my bedroom which they didn't mind opening as they pleased because the parents were not supervising them. I only rent the upstairs in my house to where I don't have access while I have guest and I do not mention any of the rooms on the first main level so guest don't assume that they can use it. They had left a dark bad stain on guest bedroom carpet. Also a pinkish stain on a cushion in the living room area ( part of an 11 cushion set) and pink stain on sheet and white mattress cover. Marks on the walls by the stairs and piles of trash. They left yesterday and today I had a terrible chain of emails back and forth. Long story short she didn't want to pay for extra cleaning. Told me that is regular wear and tear, that I should expect to cover it - I only charge $30- and honestly why should I just have to scrub and scrub - as she suggested, because her maid on the italian villa she owns and rents does it all the time- in the end she said good I'll pay, show me the receipts but you pay for my doctor because your dog gave me allergies and my kid is terribly allergic to dogs ( same kid she didn't mind looking for my dog to play?) this is a nightmare and I am presenting a claim, I am really bummed because hence her attitude and her constant creations she said I had charged $50 for cleaning until I asked her to send me a proof of it and that I was requesting $230 for cleaning my whole house, I don't even know how a person can come up with stories. (I am sure she believes everything she makes up) It's a real bummer this review will cancel my chance to be a super host and I would have to write an honest review with all the nasty facts of this guest. In regards to stains I listed on my rules to inform me of any stain right away, it's on my listing and I also make it available printed in an open binder that I set on the coffee table next to the basket of goodies upstairs. She said the pinkish is pomegranate stain and kids eat stuff on beds and "of course I don't know anything about kids" ( some of us are not blessed with them you know?) and that they expected to feel as comfortable as they feel in their own house. Also that I lied on my listing because I said I rent a private room and they didn't know they have to renter my house to get on the second floor. I can only be responsible for what I offer and if the guest does not inform themselves about airbnb too bad right. I know they don't read and my first email to her was: please read everything about my listing and ask all you need before your booking.
What a bummer this booking turned out. I should've cancel when she send me a Msge the day before arrival saying that she was receiving a package in my house without even asking me first if that was ok
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Fiona
Fionaa year ago
What a drag. It won't affect your Superhost status though unless you are right on that 80% 5 star review line and they rate you low for stars; so cheer up, leave an honest review of them and claim damages/extra cleaning through Airbnb if you have a security deposit.
Reply Like 1 like
Carolyn
Carolyna year ago
Cathya, how terrible! You say that you made a claim - did you do it through Airbnb? I hope you did. Be sure the claim is made within 48 hours of their check out time. And, did you take photos of the mess?
This was a very disrespectful guest. She lied, and she didn't bother to read your listing to begin with. Don't be afraid of her review. You can write a brief bit clear response to it. And don't hesitate to write a negative review. Other hosts should be warned! Good luck!
Reply Like
Rick
Ricka year ago
ugh...change to no kids policy immediately...unsupervised kids are the worst!
Reply Like 1 like
Mati
Matia year ago
Our last guests damaged blankets and curtains but my housekeeper fixed everything so I didn't ask for compensation. I have frozen my listing for the first time after two years as I need a break.
Reply Like 1 like
Nic and Rach
Nic and Racha year ago
What a mess ! claim what is worth and don't stress yourself with or possible negative review.and you can respond to her review in a lengthy professional way. Sorry that it happened to you... kids can be an imp sometimes.. but what's done is done.. move on and prepare for the next guests.
Reply Like 3 replies
Carolyn
Carolyna year ago
Hi Nic & Rach, I wouldn't write too lengthy a response. It draws attention to the review and the response. I think Cathya should keep it short and to the point, you know?
Nic and Rach
Nic and Racha year ago
Sorry Carolyn, Should have wrote compressed not lengthy thanks for checking on me.
Carolyn
Carolyna year ago
Oh, not at all Nic & Rach! You guys are always great with your comments (:
Deborah
Deboraha year ago
Sorry to hear about that, Cathya!! These are clearly very disrespectful people, entitled people, it sounds like, talking about their maid at their Italian Villa, and trying to justify damage to your place by saying, in effect, "kids will be kids."
This is a good example of why I think hosts ought to be very careful about allowing families with children. If you have a place to offer that is really fairly resistant to stains (eg all the floors are linoleum or tile...all furniture covered in plastic covers....) and you have little of value, then you are better prepared for children. But most of us have some nice carpets or hardwood floors, upholstered furniture, and have to think about careless guests or children who aren't well controlled.
I don't mean to suggest though that only children could cause such damage. Careless adults can as well! Particularly if they are arrogant and disrespectful.
Anyway, I hope you get an adequate reimbursement from Airbnb!!!
Reply Like
Cathya
Cathyaa year ago
thank you for your advice and words of encouragement. I am trying to get estimates for carpet and upholstery cleaning and running out of time, too bad this happened on a weekend! i'll eat the wall cleaning/repaint because my handyman is not going to give me the estimate with letterhead that airbnb is requesting, he already charges $50 per hr, he is very inexpensive compare to others. i have paint left over from when we bought our house 2 years ago and had new paint and new carpet. I am considering politely Decline request that include kids, just to be safe. Going out of town this week, i get to be a guest on an airbnb place and my guest this weekend is a dear friend visiting from NY, that would change the energy of hosting a little bit although i truly enjoy doing airbnb and i think i am good at it. at this moment i am a housewife and manage our properties, this is a full time fun job for me with a nice little income. i like having people in my house, most of them had been wonderful professionals, families and tourist. you know there are things that money can't buy like piece of mind and even if i get compensation that won't change the lies, insults and the mess but i will get over and hopefully can detect my guest better next time. Have a great week
Reply Like
Sonja
Sonjaa year ago
What a nasty thing to say to you about 'not knowing about kids'! I have a little one and I wouldn't dream of letting him eat in bed or not dealing with stains he might cause. They damaged your property and were rude on top, also they give families a bad name.
Hope you get some compensation x
Reply Like
Deborah
Deboraha year ago
Also Cathya I hope you give these rude, disrespectful guests the review that they deserve, which will help save other hosts from being victimized by them. Mention the damage that was done to your premises and also please do mention in the review how they tried to justify the damage and avoid responsibility for it. Such a review written by you could keep them from being able to use Airbnb again, or at the very least save some other hosts from similar bad experiences with these obnoxious people.
Reply Like
Cathya
Cathyaa year ago
I will do that Deborah, hi!! I will, I would not like to pass a guest like this along without warning. Still trying to upload docs on the resolution site. I got 3 quotes that I needed and only dry clean for mattress cover is $30, that was my whole cleaning fee! Live and learn, that was a good reality check with current prices for me.
www.airbnb.com/groups/content/content-116249
Cathya shared a year ago on Anecdotes forum
My first bad experience as a host
CathyaThe carpet, oh the carpet. Seems like I cursed myself because I said that the other day in another group. I said that I didn't mind two kids running around on my carpet while they were chasing my dog, the day they left my dog was hiding from them in my bedroom which they didn't mind opening as they pleased because the parents were not supervising them. I only rent the upstairs in my house to where I don't have access while I have guest and I do not mention any of the rooms on the first main level so guest don't assume that they can use it. They had left a dark bad stain on guest bedroom carpet. Also a pinkish stain on a cushion in the living room area ( part of an 11 cushion set) and pink stain on sheet and white mattress cover. Marks on the walls by the stairs and piles of trash. They left yesterday and today I had a terrible chain of emails back and forth. Long story short she didn't want to pay for extra cleaning. Told me that is regular wear and tear, that I should expect to cover it - I only charge $30- and honestly why should I just have to scrub and scrub - as she suggested, because her maid on the italian villa she owns and rents does it all the time- in the end she said good I'll pay, show me the receipts but you pay for my doctor because your dog gave me allergies and my kid is terribly allergic to dogs ( same kid she didn't mind looking for my dog to play?) this is a nightmare and I am presenting a claim, I am really bummed because hence her attitude and her constant creations she said I had charged $50 for cleaning until I asked her to send me a proof of it and that I was requesting $230 for cleaning my whole house, I don't even know how a person can come up with stories. (I am sure she believes everything she makes up) It's a real bummer this review will cancel my chance to be a super host and I would have to write an honest review with all the nasty facts of this guest. In regards to stains I listed on my rules to inform me of any stain right away, it's on my listing and I also make it available printed in an open binder that I set on the coffee table next to the basket of goodies upstairs. She said the pinkish is pomegranate stain and kids eat stuff on beds and "of course I don't know anything about kids" ( some of us are not blessed with them you know?) and that they expected to feel as comfortable as they feel in their own house. Also that I lied on my listing because I said I rent a private room and they didn't know they have to renter my house to get on the second floor. I can only be responsible for what I offer and if the guest does not inform themselves about airbnb too bad right. I know they don't read and my first email to her was: please read everything about my listing and ask all you need before your booking.
What a bummer this booking turned out. I should've cancel when she send me a Msge the day before arrival saying that she was receiving a package in my house without even asking me first if that was ok
10 comments
Following
Like
Fiona
Fionaa year ago
What a drag. It won't affect your Superhost status though unless you are right on that 80% 5 star review line and they rate you low for stars; so cheer up, leave an honest review of them and claim damages/extra cleaning through Airbnb if you have a security deposit.
Reply Like 1 like
Carolyn
Carolyna year ago
Cathya, how terrible! You say that you made a claim - did you do it through Airbnb? I hope you did. Be sure the claim is made within 48 hours of their check out time. And, did you take photos of the mess?
This was a very disrespectful guest. She lied, and she didn't bother to read your listing to begin with. Don't be afraid of her review. You can write a brief bit clear response to it. And don't hesitate to write a negative review. Other hosts should be warned! Good luck!
Reply Like
Rick
Ricka year ago
ugh...change to no kids policy immediately...unsupervised kids are the worst!
Reply Like 1 like
Mati
Matia year ago
Our last guests damaged blankets and curtains but my housekeeper fixed everything so I didn't ask for compensation. I have frozen my listing for the first time after two years as I need a break.
Reply Like 1 like
Nic and Rach
Nic and Racha year ago
What a mess ! claim what is worth and don't stress yourself with or possible negative review.and you can respond to her review in a lengthy professional way. Sorry that it happened to you... kids can be an imp sometimes.. but what's done is done.. move on and prepare for the next guests.
Reply Like 3 replies
Carolyn
Carolyna year ago
Hi Nic & Rach, I wouldn't write too lengthy a response. It draws attention to the review and the response. I think Cathya should keep it short and to the point, you know?
Nic and Rach
Nic and Racha year ago
Sorry Carolyn, Should have wrote compressed not lengthy thanks for checking on me.
Carolyn
Carolyna year ago
Oh, not at all Nic & Rach! You guys are always great with your comments (:
Deborah
Deboraha year ago
Sorry to hear about that, Cathya!! These are clearly very disrespectful people, entitled people, it sounds like, talking about their maid at their Italian Villa, and trying to justify damage to your place by saying, in effect, "kids will be kids."
This is a good example of why I think hosts ought to be very careful about allowing families with children. If you have a place to offer that is really fairly resistant to stains (eg all the floors are linoleum or tile...all furniture covered in plastic covers....) and you have little of value, then you are better prepared for children. But most of us have some nice carpets or hardwood floors, upholstered furniture, and have to think about careless guests or children who aren't well controlled.
I don't mean to suggest though that only children could cause such damage. Careless adults can as well! Particularly if they are arrogant and disrespectful.
Anyway, I hope you get an adequate reimbursement from Airbnb!!!
Reply Like
Cathya
Cathyaa year ago
thank you for your advice and words of encouragement. I am trying to get estimates for carpet and upholstery cleaning and running out of time, too bad this happened on a weekend! i'll eat the wall cleaning/repaint because my handyman is not going to give me the estimate with letterhead that airbnb is requesting, he already charges $50 per hr, he is very inexpensive compare to others. i have paint left over from when we bought our house 2 years ago and had new paint and new carpet. I am considering politely Decline request that include kids, just to be safe. Going out of town this week, i get to be a guest on an airbnb place and my guest this weekend is a dear friend visiting from NY, that would change the energy of hosting a little bit although i truly enjoy doing airbnb and i think i am good at it. at this moment i am a housewife and manage our properties, this is a full time fun job for me with a nice little income. i like having people in my house, most of them had been wonderful professionals, families and tourist. you know there are things that money can't buy like piece of mind and even if i get compensation that won't change the lies, insults and the mess but i will get over and hopefully can detect my guest better next time. Have a great week
Reply Like
Sonja
Sonjaa year ago
What a nasty thing to say to you about 'not knowing about kids'! I have a little one and I wouldn't dream of letting him eat in bed or not dealing with stains he might cause. They damaged your property and were rude on top, also they give families a bad name.
Hope you get some compensation x
Reply Like
Deborah
Deboraha year ago
Also Cathya I hope you give these rude, disrespectful guests the review that they deserve, which will help save other hosts from being victimized by them. Mention the damage that was done to your premises and also please do mention in the review how they tried to justify the damage and avoid responsibility for it. Such a review written by you could keep them from being able to use Airbnb again, or at the very least save some other hosts from similar bad experiences with these obnoxious people.
Reply Like
Cathya
Cathyaa year ago
I will do that Deborah, hi!! I will, I would not like to pass a guest like this along without warning. Still trying to upload docs on the resolution site. I got 3 quotes that I needed and only dry clean for mattress cover is $30, that was my whole cleaning fee! Live and learn, that was a good reality check with current prices for me.