Our Airbnb was left a disaster...advice on what to do?

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Our Airbnb was left a disaster...advice on what to do?

Pam Smith
Member since 2020 · 43 posts · 32 votes

Hi everybody-

I knew this would happen eventually, but this is our first instance of a guest leaving our place a mess. The rate is over $900/night and so we were crossing our fingers that perhaps it wouldn't happen so soon. What were we thinking? Lol!

There's a broken wall

Vomit left in the garbage can without the garbage being emptied

Dirty dishes left everywhere and obviously not a single check-out instruction completed

The front door was actually left open not to mention the other doors left unlocked. 

Linens all stained

Questions:

Is it worth leaving a bad review for the guest?

Is it worth contacting Airbnb to get money for the broken wall?

They lost the house key, which is supposed to be returned, otherwise there's a charge, which is in our house rules. Do we ask Airbnb to charge them for this? Do they do that?

We were also charged quite a bit more from our cleaning crew. Would airbnb ever cover this or charge the guest extra?

Thank you in advance for all of your help!

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Bruce WoodruffPro Member
Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
5y

You absolutely leave them a honest and horrible review! Why wouldn't you? They will do this to some other poor soul like you if you don't, don't you care about that? They don't see your review until they leave their review so retaliation is not generally an issue.

And yes, you can sometimes get AIR to help you out, but I've been hearing negative things about their support of hosts. I personally have not had this happen and hope it never does, but for something like this, you have to make them pay any way you can.

18Reply
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  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    5y

    You absolutely leave them a honest and horrible review! Why wouldn't you? They will do this to some other poor soul like you if you don't, don't you care about that? They don't see your review until they leave their review so retaliation is not generally an issue.

    And yes, you can sometimes get AIR to help you out, but I've been hearing negative things about their support of hosts. I personally have not had this happen and hope it never does, but for something like this, you have to make them pay any way you can.

    18Reply
  • Pam Smith
    OP
    Member since 2020 · 43 posts · 32 votes
    5y

    Thanks for your quick reply Bruce. Of course I worry about them doing this to other guests, but they also know where my house is and information about me, so that worries me. 

    1Reply
  • Pam Smith
    OP
    Member since 2020 · 43 posts · 32 votes
    5y

    Sorry to other hosts

    0Reply
  • Joshua Strickland
    Investor · Flowery Branch, GA · Member since 2019 · 413 posts · 412 votes
    5y

    Have you reached out to the guests to see if they will make it right?

    Definitely leave an honest review.

    Also I believe you have to make a claim with Airbnb before the next guests checks in. Just FYI 

    5Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    5y
    Originally posted by @Pam Smith:

    Thanks for your quick reply Bruce. Of course I worry about them doing this to other guests, but they also know where my house is and information about me, so that worries me. 

    You can't cave because they may do something....how would that work if we all did that? And maybe if a past host had left an honest review this wouldn't have happened to you, think about that. I'd also call your sheriff/police since they did property damage. Get it on a police report before you call AIR.....

    14Reply
  • Luke CarlPro Member
    Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
    5y

    Clean it up and move on to the next one. Nothing to it. 

    Podcast Guest on Show From Surviving on $30/Day to 30+ Properties Thanks to Blue-Collar Skills
    12Reply
  • Colleen F.Pro Member
    Investor · Narragansett, RI · Member since 2013 · 8k+ posts · 4k+ votes
    5y

    @Pam Smith the only retaliation I would worry about is as a result of them being so bad and losing the key. I would go to a key code so you don't need to worry about that in the future.   Not sure if there is any chance they would find and re-enter.  Definitely a bad review.  I don't think reaching out to them can do anything now.  Yes contact airbnb. 

    4Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    5y
    Originally posted by @Luke Carl:

    Clean it up and move on to the next one. Nothing to it. 

    I normally agree with you on most things but this is different. You let scumbags like this get away with stuff this egregious, and they will keep doing the same. Or worse. I doubt if they trashed, vandalized and damaged your property you'd let it go.

    8Reply
  • Luke CarlPro Member
    Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
    5y
    Originally posted by @Bruce Woodruff:
    Originally posted by @Luke Carl:

    Clean it up and move on to the next one. Nothing to it. 

    I normally agree with you on most things but this is different. You let scumbags like this get away with stuff this egregious, and they will keep doing the same. Or worse. I doubt if they trashed, vandalized and damaged your property you'd let it go.

    113k in short term rental gross for me this month. I wouldn’t do a thing. Just pay my cleaners to clean it up and move on. For real. I got to where I am by doing it that way. 

    Podcast Guest on Show From Surviving on $30/Day to 30+ Properties Thanks to Blue-Collar Skills
    11Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    5y
    Originally posted by @Luke Carl:
    Originally posted by @Bruce Woodruff:
    Originally posted by @Luke Carl:

    Clean it up and move on to the next one. Nothing to it. 

    I normally agree with you on most things but this is different. You let scumbags like this get away with stuff this egregious, and they will keep doing the same. Or worse. I doubt if they trashed, vandalized and damaged your property you'd let it go.

    113k in short term rental gross for me this month. I wouldn’t do a thing. Just pay my cleaners to clean it up and move on. For real. I got to where I am by doing it that way. 

    Whoop-de-doo......money rules for you. Well you do you then....those of us ...oh nevermind...

    6Reply
  • Don KonipolBusiness Member
    Investor · The Woodlands TX / Avon, CT · Member since 2009 · 6k+ posts · 10k+ votes
    5y

    @Pam Smith

    Quite honestly, while frustrating there’s nothing really bad here. I’ve been a landlord for 43 years. Now, I can tell you some REAL horror stories.

    Private Mortgage Financing Partners, LLC
    WebsiteView Page
    8Reply
  • Derek Idstein
    Rental Property Investor · Charlotte NC · Member since 2020 · 13 posts · 17 votes
    5y

    You can submit to AirBNB for a claim and reimbursement if you can document the damages with pictures and submit receipts for the repairs, additional cleaning fee, etc. The trick is- you must submit the claim BEFORE the next guest checks in, so if you have back-to-back guests, this is a challenge.

    I have been able to be reimbursed for a guest who left significant damages and trash. 

    Good Luck!
     

    7Reply
  • Michael Plante
    Deland, FL · Member since 2017 · 2k+ posts · 1k+ votes
    5y

    Clean up and move on 

    0Reply
  • James Gibbons
    New to Real Estate · Columbia, MD · Member since 2017 · 32 posts · 8 votes
    5y

    @Luke Carl, how many rental properties do you have to me making 113k/month? Which market? Man that’s amazing. I’m struggling so bad to lane my first one. Been beat out by cash buyers every time.

    5Reply
  • Paul Sandhu
    Investor · The worst town to live in, KS · Member since 2016 · 4k+ posts · 4k+ votes
    5y

    @Luke Carl is right. Clean it up and move on.  If I dwelled on things like this I wouldn't be up to 23 STRs.

    3Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    5y

    I would keep the damage deposit for the wall and ruined sheets.

    Reach out to renters with pictures first. 

    1Reply
  • Luke CarlPro Member
    Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
    5y
    Originally posted by @James Gibbons:

    @Luke Carl, how many rental properties do you have to me making 113k/month? Which market? Man that’s amazing. I’m struggling so bad to lane my first one. Been beat out by cash buyers every time.

    That is 7. 4 smokys 3 panhandle. Just closed an 8th. Can see them in my profile I think there’s a link to my Airbnb 

    Podcast Guest on Show From Surviving on $30/Day to 30+ Properties Thanks to Blue-Collar Skills
    8Reply
  • James Gibbons
    New to Real Estate · Columbia, MD · Member since 2017 · 32 posts · 8 votes
    5y

    That’s amazing man.  I’d love to connect and pick your brain on your strategies/where you’ve found decent successes/decent deals.  It’s tough it seems to find deals in this market.  

    0Reply
  • Zambricki Li
    Real Estate Agent · Los Angeles CA + Lake Tahoe, NV and CA · Member since 2021 · 180 posts · 158 votes
    5y

    Hi, Use the resolution center, you can find it through the AIrbnb site. You can get to the review later. Focus on damages in the first 72 hours, you have 2 weeks to review. You will need to get estimates for damages. It takes weeks to get your claim paid just be patient. Follow through, stay calm, its not persona just get the estimates- however high they may be to get the space back to pre damage condition. Airbnb has policies that protect host in these cases. DM for questions if you want to get specific. Good luck!

    2Reply
  • Dan H.Pro Member
    Investor · Poway, CA · Member since 2015 · 7k+ posts · 8k+ votes
    5y

    We have had STRs since before AirBnB (since 1999).  We do not use AirBnB or VRBO.  I, therefore, do not know their policies or their role.

    We do collect for significant damages.  We once had a yard torn up to make a mud wrestling pit.  We collected the costs to restore the yard to previous condition and used the money to partially pay the costs to build a deck over much of the yard.  We have had many vehicles hit going in and out of the garages (usually minor damage), but had one do significant damage that we collected on.

    Most damages are small and possibly not worth the hassle to collect.  A broken wall plus the other more minor items crosses the line that I believe justifies collecting for the expense.

    I recommend you leave the honest negative review and try to collect for damages. Because someone with a lot of STR experience would do otherwise does not make it correct.

    Good luck

    5Reply
  • Account Closed
    Investor · Scottsdale Austin Tuktoyaktuk · Member since 2021 · 4k+ posts · 4k+ votes
    5y
    Originally posted by @Paul Sandhu:

    @Luke Carl is right. Clean it up and move on.  If I dwelled on things like this I wouldn't be up to 23 STRs.

    Yeah, but with your crowd you'd applaud them and join the party. ;-)

    2Reply
  • Micah Gillette
    Homeowner · FL · Member since 2021 · 9 posts · 2 votes
    5y

    @Pam Smith make sure everything is documented via photos. You’ll have to pay to fix everything then submit receipts to the resolution center to be reimbursed. Start the process now but yes you can get money back. Good luck! And sorry about the ****** people.

    1Reply
  • Will GastonPro Member
    Rental Property Investor · Columbia, SC · Member since 2010 · 1k+ posts · 2k+ votes
    5y

    @Luke Carl is 1,000% right. Clean it up and move on to the next one. This is a business. Bad things will (occasionally) happen but this will be only be blip on your radar a year from now. 

    Give yourself permission to allow these things to go. Refocus your energy on finding the next deal and you will be a happier and wealthier investor for it. 

    1Reply
  • Ryan Copeland
    Rental Property Investor · Columbia, SC · Member since 2020 · 245 posts · 275 votes
    5y

    @Luke Carl I wouldn’t worry about it either if I was grossing 113k monthly 🤣🤣. Have you been on the podcast? I need to go listen to your episode.

    1Reply
  • Ryan Copeland
    Rental Property Investor · Columbia, SC · Member since 2020 · 245 posts · 275 votes
    5y

    @Luke Carl dang man, you’re my newfound hero 🦸‍♂️ 😄

    1Reply
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