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Post by tynjarlos on Mar 20, 2016 6:10:47 GMT
Hello,
I am currently out of the country so my brother's the one handling the check in and check out process of guests.
I was told by my brother that the most recent guest that checked out (about 2 hours ago) violated some of our house rules.
1. they smoked inside the unit. given that it was an e-cigarette, it was still clearly stated in our house rules that absolutely no smoking inside the unit.
2. left the unit dirty - again, another violation of the house rules.
3. they have broken a few glasses.
With this, can I make a claim on Airbnb?
Please let me know.
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Post by helgaparis on Mar 20, 2016 10:33:37 GMT
Smoking is hard to claim, I imagine e-cgatettes even harder. The deposit is a damage deposit and you can claim remediation of damages. If you have no fixed fine in your houserules it will be hard. You could claim smoke remediation by cleaning carpets and other tissues but you would need an official invoice. Does this vapor smell linger as badly as to need a cleaner come and clean carpets? That seems doubtful.
Try airing the room and spray vinegar if necessary.
The glasses can be claimed. Should they refuse, you'll need an invoice for the original or the replacement. If it was not Bohemian crystal, I'd not bother with that but you can if you are angry and want to do it for principle's sake.
For the dirt is hard to get a refund too. Some people leave a place ready for heart surgery others obviously live in a pigsty at home. Your price should include a few hours of cleaning and for some guests you will need more, for others none at all. It's important that the average per year is correct.
If it's extreme, take pictures and write a request for refund via the message thread. Explain it all nicely, how unusual it was, how comlicated it was for your brother to organise a cleaner or stay there cleaning when he should have been elsewhere but had to get the place ready etc
Then ask them to pay that extra cleaning plus the glasses,
it costs x per hour for so many hours makes xy
plus so many glasses at x makes xz.
Total amount:...
Add that you will send them a request via the resolution center seperately which allows them to pay simply by accepting the request.
Then open the claim for the amount and write in the text "see message" or copy it in.
If they don't answer, you can involve airbnb within 72 hours. If they refuse, you can do it immediately. There is a button in the claim form.
Last Summer I had a very nice but rather stupid person for the keyservice. As she does not get things quickly, she told all guests everything three or four times including cleaning rules. Funny outcome: nobody was annoyed (she is really sweet) and all cleaned up perfectly. I'm thinking about adopting the strategy. ;-)
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Post by queenie&ted on Mar 20, 2016 19:28:34 GMT
I can see how these things could be annoying, especially when taken all together. Individually, though, they are not such big deals or are difficult to prove.
1. How do you know they smoked e-cigarettes? Does the odor linger or was it just noticeable to your brother at checkout? It could be that you can only mention this in their review.
2. What defines 'dirty'? Did you take photos? Do you require guests to do cleaning that normally hosts would do? It's never a good idea to expect a guest to leave a space so clean that another guest could just walk into it and stay.
3. How many glasses did they break? One or two could be just normal wear and tear. Even in my own home, when one glass breaks, another one or two will break soon after. They're made on the same day, get used the same amount, get washed the same way so they break in bunches as well.
Of course, it's up to you whether to make a claim for each of these items. Helga gives detailed instructions for how to do so. But you may also need to wait a few more hours so you can rationally determine if you want to file a claim for any or all of this.
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