Guest is claiming the bathroom is dirty upon check in

Myrtle Beach, South Carolina
Short-Term & Vacation Rental Discussions
2yFollow

Guest is claiming the bathroom is dirty upon check in

Jeff EbertPro Member
Member since 2023 · 54 posts · 20 votes

Just received a personal message from a guest who just checked in last night. They said everything looks nice except the toilets are dirty and there is hair in the bathrooms.  There were also clothes left over from a previous guest.  Knowing my cleaning person, there is no way she left the place like this. In fact, after reaching out to her, she said it’s not true.

Before responding to this guest, anybody have any words of wisdom?

1Reply
74 views

Most Popular Reply

John UnderwoodPro Member
Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
2y
Quote from @Ken Boone:

Yea I always let the guest know I will send someone over to take care of it right away.  If they are lying, they change their tune and will decline the offer and will be insistent that they don't want to be bothered.


 Agree with Ken.

This may just be a ploy to get a discount.

5Reply
See this reply in the discussion

21 Replies

Jump to latestLatest
  • Theresa HarrisPro Member
    Member since 2019 · 15k+ posts · 11k+ votes
    2y

    I'd simply go and clean it and remove the clothing they said was left behind.  Something could have been missed.

    3Reply
  • Nathan GesnerBusiness Member
    Moderator
    Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
    2y
    Quote from @Jeff Ebert:

    Ask for evidence. Your cleaner may be a great worker and very honest, but she could have still made a mistake. If they have evidence, apologize and find a way to make them whole.

    The DIY Landlord Book4.7243 Reviews
    WebsiteView Page
    5Reply
  • Russell BrazilBusiness Member
    Moderator
    Real Estate Agent · Washington, D.C. · Member since 2012 · 17k+ posts · 30k+ votes
    2y

    You're in the hospitality business. Send someone over to clean it.

    [email protected]301-893-4635Podcast Guest on Show #192
    District Invest Group545 Reviews
    WebsiteView Page
    5Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @Theresa Harris:

    I'd simply go and clean it and remove the clothing they said was left behind.  Something could have been missed.

    Thank you. My cleaner offered to go over there and I put it out there. We’ll see what the guest says.
    2Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @Nathan Gesner:
    Quote from @Jeff Ebert:

    Ask for evidence. Your cleaner may be a great worker and very honest, but she could have still made a mistake. If they have evidence, apologize and find a way to make them whole.

    Thank you. I like that idea. I’m first offering to have my cleaner go back over there. Either way it can be viewed as an inconvenience, but at least I’m trying to make them happy.
    0Reply
  • Ken Boone
    Investor · Greenville, SC · Member since 2015 · 1k+ posts · 1k+ votes
    2y

    Yea I always let the guest know I will send someone over to take care of it right away.  If they are lying, they change their tune and will decline the offer and will be insistent that they don't want to be bothered.

    2Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    2y
    Quote from @Ken Boone:

    Yea I always let the guest know I will send someone over to take care of it right away.  If they are lying, they change their tune and will decline the offer and will be insistent that they don't want to be bothered.


     Agree with Ken.

    This may just be a ploy to get a discount.

    5Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @Ken Boone:

    Yea I always let the guest know I will send someone over to take care of it right away.  If they are lying, they change their tune and will decline the offer and will be insistent that they don't want to be bothered.

    Thx!  That’s what I was thinking too… unless she decides to pull her hair out and make a mess to prove it!
    1Reply
  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    2y

    Start using a platform like Turno or another system that your cleaner can upload photos with a date and time attached to the file, after each turnover. When a guest makes the claims you're dealing with, just refer to the photos. This is the best evidence you can have, especially if a guest calls the OTA and gets them involved. 

    [email protected]330-557-3021
    3Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @Sarah Kensinger:

    Start using a platform like Turno or another system that your cleaner can upload photos with a date and time attached to the file, after each turnover. When a guest makes the claims you're dealing with, just refer to the photos. This is the best evidence you can have, especially if a guest calls the OTA and gets them involved. 

    Thanks!  That’s a great safety measure for sure!
    1Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 4k+ posts · 3k+ votes
    2y

    We have software in use with our cleaners that show timestamped photos after cleaning.  We ask the guest to send photos.  Since this is a hospitality business we would offer a reclean in this case.  If they go to Airbnb looking for a refund we use the timestamped photos to refute them and deny compensation, but we do try to go above and beyond with the guest while there to garner a good review.  Arguing with them will not get you anything but a bad review unfortunately.

    [email protected]813-563-0877
    Vacation Rentals of Florida53 Reviews
    WebsiteView Page
    2Reply
  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    2y

    Sounds like you got the plan @Jeff Ebert.

    The best cleaners miss stuff. We have a great cleaner, but left some clothes in the drawers of the dressers. It happens. 

    1Reply
  • Trent Reeve
    Atlanta · Member since 2022 · 716 posts · 645 votes
    2y

    i have great cleaners, no issues with reviews for the year. And yet, had a guest call me one time and said the beds werent made and looked like used towels. My team had apparently cleaned everything, but someone forgot to take the used sheets/towels out and put the new stuff in. (they do laundry offsite and bring in the clean stuff with every clean). my cleaners are great, but they missed that. it happens.

    1Reply
  • Nathan GesnerBusiness Member
    Moderator
    Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
    2y

    The best cleaners will take photos when they are done as evidence.

    Want to have fun while protecting yourself? I heard of a hotel that places little signs under the beds that read, "Yes, we cleaned here, too!"

    The DIY Landlord Book4.7243 Reviews
    WebsiteView Page
    1Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @Nathan Gesner:

    The best cleaners will take photos when they are done as evidence.

    Want to have fun while protecting yourself? I heard of a hotel that places little signs under the beds that read, "Yes, we cleaned here, too!"


     Awesome!

    0Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @Andrew Steffens:

    We have software in use with our cleaners that show timestamped photos after cleaning.  We ask the guest to send photos.  Since this is a hospitality business we would offer a reclean in this case.  If they go to Airbnb looking for a refund we use the timestamped photos to refute them and deny compensation, but we do try to go above and beyond with the guest while there to garner a good review.  Arguing with them will not get you anything but a bad review unfortunately.


     Yes!  For sure I am giving her the benefit of the doubt in my response to her.  I do like the photo thing, but it's a pain in the ***.  I have to do that when I rent a Turo car and it's just one more thing to deal with

    0Reply
  • V.G JasonPro Member
    Investor · Member since 2022 · 3k+ posts · 3k+ votes
    2y

    Hard to tell who is lying, but there's no point of investigating that. Don't give either an option. In this instance, just go address it And in the future, don't let this happen.

    For your vacation rentals, make sure there's a system in place where when any service is done there's photo proof, a timestamp, property manager digitally acknowledges, and a physical receipt there. If by some odd reason it's able to escape 4 checkpoints, then **** man I don't know. 

    When my hvac gets serviced, the hvac guys does all that and by physical receipt I mean they actually leave a receipt of the service date, and the next expected one by the hvac company. When the cleaners clean the bedroom, there's literally a cardstock with a greeting  on the pillows and inside the fridge there's some paper food note for them to enjoy the stay. All the toiletries and paper towels, we rip off the ends and re tape over it. Vacation rentals are just that you need a great experience.

    0Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 4k+ posts · 3k+ votes
    2y
    Quote from @Jeff Ebert:
    Quote from @Andrew Steffens:

    We have software in use with our cleaners that show timestamped photos after cleaning.  We ask the guest to send photos.  Since this is a hospitality business we would offer a reclean in this case.  If they go to Airbnb looking for a refund we use the timestamped photos to refute them and deny compensation, but we do try to go above and beyond with the guest while there to garner a good review.  Arguing with them will not get you anything but a bad review unfortunately.


     Yes!  For sure I am giving her the benefit of the doubt in my response to her.  I do like the photo thing, but it's a pain in the ***.  I have to do that when I rent a Turo car and it's just one more thing to deal with


     It is for sure, some apps/softwares make it easy where its just there is you need it.  Airbnb loves to refund 30% for complaints, so for us right now we have some units renting for $1000+ a night. On a 5 night stay an erroneous complaint can sav us $1500 which is worth it for us, especially at scale.

    [email protected]813-563-0877
    Vacation Rentals of Florida53 Reviews
    WebsiteView Page
    1Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y
    Quote from @V.G Jason:

    Hard to tell who is lying, but there's no point of investigating that. Don't give either an option. In this instance, just go address it And in the future, don't let this happen.

    For your vacation rentals, make sure there's a system in place where when any service is done there's photo proof, a timestamp, property manager digitally acknowledges, and a physical receipt there. If by some odd reason it's able to escape 4 checkpoints, then **** man I don't know. 

    When my hvac gets serviced, the hvac guys does all that and by physical receipt I mean they actually leave a receipt of the service date, and the next expected one by the hvac company. When the cleaners clean the bedroom, there's literally a cardstock with a greeting  on the pillows and inside the fridge there's some paper food note for them to enjoy the stay. All the toiletries and paper towels, we rip off the ends and re tape over it. Vacation rentals are just that you need a great experience.


    0Reply
  • Jeff EbertPro Member
    OP
    Member since 2023 · 54 posts · 20 votes
    2y

    Awesome!  I get it Thank you for your input!

    0Reply
  • Pierre Forsey
    Member since 2024 · 6 posts · 1 vote
    2y

    Hey Jeff, i've been using Turno lately and this type of mistakes don't usually happen there. The cleaner has to sent pictures of the different rooms cleaned as evidence of their work done.

    0Reply
Join the conversationCreate a free account to reply, vote on answers and follow this thread.
Log InJoin for Free