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Guest violated our pet policy and caused $900 worth of damage


#41

Thanks Brittany,

That is a great tip! This was definitely a learning experience. I appreciate all the time you guys took in helping me not repeat this mistake.


#42

Agreed: Upload plenty of documentation, take the time to post receipts or links to replacements, and you have a good chance of getting at least a partial reimbursement. I’ve several times been reimbursed fully for damages in the $100-$300 range: sheets ruined with hair dye, rug stained with spilled black grease from a fry pan, and so on.

The only time I wasn’t reimbursed after a damage deposit or Assurance Guarantee request, it was because the damage fell outside Airbnb’s damage policy. Until then, I didn’t know they don’t reimburse for odor damage.

In that case, a guest left an overpowering, persistent rank odor that permeated everything in the room, and no amount of washing, sunning, enzymes, or other deodorizer would remove it. It cost me around $1,500 to replace every fabric item in the room (including the rug) and pay for housekeepers to help me scrub every hard surface, multiple times, with soap, water, vinegar, and deodorizers. I also shut down the room for about 10 days, because it was so intolerable I couldn’t, in good conscience, book it to anyone. It was horrible. There’s still a hint of that odor in the room, nearly two years later, and after throwing out even the rug. And Airbnb paid me a grand total of $73. It took me a long time to let go of my anger over that situation. Believe it or not, I can laugh about it now: The stinkiest guy on the planet stayed at my house. :scream_cat:


#43

That is interesting. His body didn’t smell? In other words, did you know the room would smell when you went in there after his stay? I’m trying to imagine what caused it.


#44

@K9KarmaCasa. I’m pretty sure what caused it. I just didn’t want to gross everyone out unnecessarily. But here goes (don’t read if you have a weak stomach). The two guys occupying the room were eating Indian curry and drinking gin (heavily). The odor was: curry, vomit, gin, and the extremely strong musk perfumes they used in an effort to mask the original odor. There were yellow stains on a futon (the $73 was for that), on the carpet backing (not reimbursed), and dripping down a wall (also not reimbursed). It must have entered into the wood fibers of the floor after passing through the carpet, and embedded itself in the paint of the one wall next to the bed. Yes, I’ve disinfected thoroughly, steam cleaned, the works. There ya have it: the whole, sordid tale.


#45

Ugh. Repainted the wall? Have you tried the emzymes used for dog urine?


#46

No, all of this would be eliminated if you would have used the AirBnB app to confirm the phone call.
This is business 101, always confirm a phone call in writing.

So next time a guest calls you or sends an SMS, confirm your reply to them trough AirBnB. “Hi xxx, as per our telephone conversation we just had …”


#47

Hello Lea: there is a public portion and a private part to the reviews. The public part visible to everybody on the internet is the first line “Not a clean place. Owners very unfriendly”, which while not pleasant, is also not worth loosing any sleep. More recent reviews will supersede it soon.

However, your response, which is also public, goes on about … well, things that are not mentioned at all in the public part and would have been better left unwritten unless of course you want every potential guest ask about the snakes that are crawling around your property. You might want to disclose them in the “wild animal section” as well.

I could be wrong on this, but I was under the impression that Airbnb would only remove reviews if the public portion of the review has something wrong …


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