Should I report damages:
I’m new to Airbnb hosting and frankly I think I tend to be too lenient. But I’ve had my first bad guests and I’m wondering whether this should be reported as damage for reimbursement or just sucked up as cost of being in the biz. Advice appreciated!
- HVAC: the guests arrived in a mini heat wave where temperatures were 90 or above. I was in the house two hours before arrival and the house was set at 70 and definitely cool. This is a new modern house and has three zone AC and even the garage is heated/cooled. Ie it’s a robust AC system, not a window AC !
The day after arrival, the guest texted me that they like to sleep in 65° temperature and that they weren’t able to get the house below 71. I looked at the temp and they had it cranked all the way down to 58!
I very politely told them that HVAC often won’t be able to cool when outdoor temperature is more than 20° above the desired temp. I told them that as a safety measure the system should not be cranked so low that it is running 24/7 or it could freeze up and damage system. I told him that the HVAC had had full maintenance just three weeks or so previously so there was nothing wrong with its functioning.
I guess i had hoped they would understand that they should keep the temperature at around 70 so that the system could at least shut off during the evening when temperature does drop to below 65!
setting it at 58 would keep the AC running nonstop.
Unfortunately, later that evening, they texted again and sent a screenshot at which the temperature in the home was 78 and the setting was still at 58. I asked them to check the unit and sure enough the AC pipes were completely frozen up.
They wanted me to send repairman immediately that night and suggested they might have to stay elsewhere. They also made the comment that “ for the record there was no air circulation when we arrived.”
that is when I got upset because that is an outright lie.
I told them that the AC would be fine after it defrosted as long as they didn’t overtax it. I told him that no repair man can fix the HVAC when it is completely frozen up. Then, I spent two hours looking for an emergency HVAC to come at 8 AM the next morning.
That technician found NOTHING wrong with the cooling system and the house was quickly back to 70
He told me that he explicitly told the guests to not touch the thermostat and leave it at 70.
Nonetheless, two hours later, I saw they were setting it at 66 to 68. I took screenshots.
Fortunately, the weather cooled off, and the system was able to cool to their desired level for the rest of the stay. Which pretty much proves it was weather related and the freeze over was because they were setting it so low. Again this is a climate where the nighttime temps always drop below 60!
The emergency HVAC cost me around $350
This guest also wanted early arrival, which I allowed by at least three hours for no charge . Then they asked for late check out until 7 PM! Given the HVAC issue, I was in no mood to extend them that courtesy. I gave them two extra hours free and feel that was generous enough.
Upon their departure, unfortunately the cleaners told me it was particularly messy and “damaged.”
they reported six towels with very dark stains that would not come out, despite fact that I have black towels available specifically for messy clean ups !
Cleaners said there was food “shoved” down the sinks in the bathrooms
Cleaners said there were extensive sticky, handprints and food over numerous windows inside and out and on walls and doors. The family had two children under the age of three.
Brand new uppholstered bench had a 1 foot wide ring stain on it - maybe a water stain because it’s not colored but hopefully not pee!! I have back to back guests so I don’t know if stain can be removed - just threw a runner over it for now
There were also things like nail polish spilled on rugs and etc.
Guests were there for a full week and left garbage and recycling totally full, did not put out to curb. There were 8 people including young men so while I don’t “demand” garbage to be taken out (I politely ask and post garbage day clearly), it’s just adds to the lack of consideration.
The cleaners spent 6 hours cleaning , twice the norm. They had to take garbage with them because I had another guest next day. Cleaners did NOT charge me extra but I tipped them of course.
FYI, this is a high end pricey place; so guests are paying a lot (although compared to a hotel it’s a bargain). I do understand I have to accept cost of doing business.
But want to know if I should request
- Reimbursement for the HVaC visit (I’m tempted but don’t know)
- Reimbursement for ruined towels because 6 seems
Excessive when I have dark towels available ! I’m leaning towards NOT requesting this, but I am
Annoyed. - How do I handle the bench?? Because of packed schedule I can’t get a professional cleaner in there and so I don’t know if it’s ruined or not yet……
- Cleaning: can’t do anything about this since I wasn’t charged more by them. But then having to wash so many windows is ridiculous.
Lastly: am I allowed to refuse guests who have really young kids? Is that discrimination?? obviously these parents weren’t supervising at all.
But I also realize they were very sneaky because when they booked they said it was 2 adults. And then 3 days prior they “update” and say it is 7! And they never mentioned the young kids!!! At the time I figured it was just oversight but now I think it was intentional.
BTW: this guest has 40 (FORTY!) great reviews. Clearly many before the kids were born but still….:I’m shocked at how bad my experience was