Anyone successfully use VRBO Damage Protection for extra cleaning sub-$200?

Question

A lot of my guests purchase the $59 Damage Protection policy from VRBO and I've never had to file a claim until possibly, today. Curious how others approach extra cleaning charges? (Yes, guests paid cleaning fee and dog fees. However, all towels and linens are muddy and stained. And there's excessive dog hair on the carpets, linens, and shades. By excessive, I mean we could stuff a small pillow or plushy. Dogs clearly shedding. Everything is documented via photos and even video of a small sweep of one section. Yes, I can charge the cost for extra cleaning time.)

If extra cleaning comes to under $200, do most of you just cover it and let it go? Usually, I reach out to guest first, provide pics (and/or video) and explain why it's considered excessive (or above and beyond). Most pay. A very few act surprised that excessive cleaning isn't covered by the pet fees (those cases involved poop and/or pee stains, etc.).

However, as I've never filed a claim on the VRBO dash, I'm curious if this means I just file it and don't need to reach out to the guest at all. And I don't love VRBO's review system as we can't provide comments for other hosts to see.

Thanks for your feedback and experiences!

Patricia Andriolo-Bull · Answer

I don't allow pets per association rules but I travel with my large Golden Retriever most of the time.  I bring lint rollers and sweep/vacuum up or even use wet paper towels to clean up after him before I leave a vacation rental.  Even if people allow dogs, I don't think it means to leave the place a hairy mess.  Stating this for your review of the guest.  I would mention it as I don't think it's appropriate just like I wouldn't expect a person to leave an excessive mess (and my checkout process is pretty simple).

Trent Reeve · Answer

yeah, but you are an owner and see the other side. I have guests bring their dogs into my showers and leave drains full of dog hair, just as an example. I think many people treat places like a rental car. As long as it doesnt look damaged, they treat it pretty rough. and VRBO doesnt let you leave a comment, only a star ranking, so there is no real warning to give a future host.

Andrew Steffens · Answer

I think the extra time fighting with them even if they did cover it would not be worth it.  with Airbnb we do not enter claims unless its $250+

Michael Baum · Answer

Hey @Christina B., so I have never had an issue with cleaning after a dog and we allow up to 2.

Are you charging a pet fee? If you are, I would bet that you won't be able to enter a claim. You already charged the guest an extra fee that is supposed to cover the extra costs for cleaning.

You can always try and see what happens!

Christina B. · Answer

Update:

@Andrew Steffens Agreed. I didn't pursue charging them. I explained what the cleaners found and gave them the opportunity to cover the extra charges. They explained their perspective and didn't offer so I waived it. Not worth the fight.

@Patricia Andriolo-Bull In this case, I did review the Cleanliness as 3 out of 5 stars. Everything else was a 5 as far as I was concerned. They left us 5 stars.

@Trent Reeve Bingo. VRBO gives us no way to truly warn future hosts. And they've also removed hosts' replies to guest reviews which can further distort things.

Thank you all. Going to post another perspective on Host & Guests shortly.

Christina B. · Answer

Update: I clicked on the link for the CSA Protection policy and it makes very clear that it's intended for accidental coverage, not extra cleaning, etc. So at this point, I'm leaning toward just eating the extra cleaning costs since they ended up being less than $100. I'm a little torn on writing up the VRBO review as on one hand, if I reached out to them and they agreed to cover the extra charges, I'd probably just rank them 4 out of 5 stars because they had great communication (except for how the condition of the house). Really not loving the fact that VRBO doesn't allow us to communicate to other hosts any context for our reviews. It's simply stars. I'll figure it out and thank you.

Christina B. · Answer

Thank you @Michael Baum. I was under the impression (perhaps incorrect) that pet fees could also go to greater wear & tear on furniture and the extras we provide for our dog guests (poop bags, bowls, mats, towels, treats, etc.). I didn't think excessive cleaning was covered by the dog fees but I can understand how some might think that. For example, we have a cleaning fee. But it covers standard cleaning, and not, for example, vomit on the towels, drywall damage, etc.

Anyone successfully use VRBO Damage Protection for extra cleaning sub-$200?

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