Guests smoked in non smoking house

[Mary Pastoral]

It's only our third guest in our second STR and the home smells strongly of cigarette smoke. It's clear on our listing that no smoking is allowed. We made the mistake of listing this property at Booking.com and allowed instant booking.

By the time we noticed that it’s a local person who booked the house, it has already been booked. We were not able to copy the detail in our Airbnb listing that says we have the right to refuse local guests. 

The house also has an 8 person limit and there were way more people in the property based on the cameras. They also didn’t follow quiet hours and made music videos in the backyard. 

Do I  just report to booking.com or like hotels ask for $250 fee for smoking in non smoking home. Since these guests are local with no regard for rules, should I be afraid of retaliation to the property? Thank you. 

[Dan H.]

Quote from @Michael Baum:

Hey @Mary Pastoral, sorry for that! Do you have a refundable damage deposit?

Have you talked to Booking.com and see what the policy for damage reimbursement?

We had some smokers in our house once and I kept their $500 damage deposit for breaking those rules that are clearly stated.

If you don't have a damage deposit, I would add one but I would also pull that Booking.com listing. They are way too guest centric and often leave owners hanging.

VRBO and AirBNB should be all you use in addition to looking at direct booking as well.

You can rent an ozone machine which should take care of the smoke smell. Maybe your cleaners can handle it?

 Ozone machine can get rid of most odors but 1) they can bleach colors.   This likely means removing cloth furnishings, curtains, linens, etc 2) they can be dangerous.   Their sale is banned in Ca, but you can still rent them at some places.

Keep their deposit as it is a costly remediation on a full unit.   Hotels charge $250 for a single room.   A whole house is much more work to get rid or the smoke odor.   In addition, some people are very sensitive of smoke odors and the odor could result in a bad review.

if you do not have a deposit, contact the OTA and see what they are willing to do to assist with your remediation costs.  If they are unwilling to help, do not use them going forward.  

good luck