Hi Everyone! My AirBnb has been running pretty smooth and successful in last 6 months, till last week. Dealing with resolution center now and would like to share and discuss with other hosts what are the best practices in dealing with it
Had two young couples. First made stains on the walls all over the apartment, that cant be removed. I tried magic eraser and but the only way is to make apartment look nice again is to repaint most of the walls. I am not sure what the guest was doing, but makeup and oil stains were also on blankets and chairs. A lot of stains, not few. Stain on stain. They came for 1 day and I took out 6 garbage bins full of crap. My husband’s tool box was taken out of storage and left on the table… Scary. Everything was moved around the house including printer and cleaning supplies in the bathroom cabinet. They also broke the dishwasher.
BTW they did instant booking at 12 am and texted they are coming in 20 mins. Of course it was a red flag but as I allow IB I checked her in.
Second couple (again, booked for one, came with a woman, saying it was his wife, then saw me and said its not a wife its just a GF) - broke the bathroom cabinet door; cooked BBQ and stained green barrel chair which was bought in March this year for $300. I bought fabric stain remover and it did not help. The guest never told me about it and asked for late check out, - never heard from them again.
Right now my challenge is:
- to find a way to communicate with the guest about damage the way that they take responsibility and cover some cost of cleaning/repair/replacement. Maybe there are some secret techniques or phrases to make it work for both sides? Or this kind of people just dont give a dime?
- in dealing with AirBnb and the resolution center - they make it really hard to get a portion of the deposit, even with pictures and the superhost history. They dont accept estimates in Word and Excel, request a special format with breakdown for tax, labor, materials, and give you few days to turn it in. How do I get this damn estimates? I called 10 painting companies and they all are booked till October. I finally got one company to give me an estimate, its on official company letter, but in Word and without the breakdown. I am afraid AirBnb wont accept it.
- how do I get an estimate for bathroom cabinet door? Is anyone going to provide this kind of estimate for free, or I need to fix it first and then provide the invoice to AirBnb?
- when my husband spends half of the day on fixing the dishwasher himself, there is no compensation?
Will appreciate any input.
Love all the hosts,