Hello Everyone. We are new hosts since Aug. 2021 and my guest #3 was a nightmare but it ends well thanks to Airbnb. A story for your reading pleasure and to make it known that we are all not alone in this journey.
A potential guest reached out in August explaining she needed a temp house for her family of 4 and 3 pets while they find a permanent home in the area but definitely needed to stay through Christmas. This is all the info I had and agreed to 3 pets vs the two rule I have because I am a pet person myself and understood.
Upon arriving, my lawn service and neighbors noted a U-Haul truck there. No biggie, right? 3 months or temp housing. I was sure they would use the garage for storage etcâŚNo problem still. I always check in shortly after their arrival to be sure all is well. It was reported that all was well. We exchanged cell numbers for âjust in caseâ scenarios. For two weeks, I heard nothing so all is well, right?
Well here is where it gets interesting:
I get an airbnb message from her saying that the dryer is taking longer than it should and they coudnât get their clothing dry without a lot of effort. My response and solution within 15 min. âNo problem. Itâs an older dryer and I will order a new one from Lowes to be delivered ASAPâ. She was then told that Lowes is delivering the new one and taking the old one out the very next day in the morning between 9-12. She told me that her husband was home all day and they can arrive whenever. The day of the delivery, she was given a 15 min. warning that Lowes gave me.
No problem still. Husband was at the house. After the new dryer was installed, the guest reported that it was working and thanked me for my fast response and solution. She also stated that they are very happy with the house and property and they would let me know if there were any other issues. Keep this last statement in mind for the rest of the story
Later that evening, the guest realized her daughterâs new school clothes were in the dryer that was hauled away. Uh oh. I called Lowes to try to help her out. I gave her the case number to follow up with and even gave her the installerâs cell number. I personally followed up with Lowes 2x and was finally told that the dryer was taken to a dump.
This guest ERUPTED and demanded that I give her $400 for her daughterâs âstolenâ clothes. UmmmmmâŚI reminded her that she had almost a 24 hour notice and then another 15 min. notice AND her husband was home. I didnât feel that it was my responsibility as I had also told her the old one was being hauled away. After that, the guest demanded money for her time cleaning when they arrived as the house was dirty (it was professionally cleaned with the invoice forwarded) AND I had an insect infestation! I asked if she could forward pictures of the dirty house/areas and to send me photos of the insects. NO photos or proof provided. My pest company had sprayed two weeks prior also.
I immediately reached out to the pest company and they sent the owner out to inspect. NOTHING was found but they resprayed anyway. I forwarded this information and proof to the guest. Her husband was home during the inspection and spoke with the pest company as well. Note- the property is on almost 3 acres in the country in Florida and backs up to a ranch. We are always careful with keeping the outdoors and the critters outside
She then started making up stories about not having enough space in the garage for her storage and so much more that was false (easily proven false) As the host and bigger person, I continued to message pertinent info such as using the generator for the upcoming hurricane and more. I was always polite and communicated at all times quickly even though I knew a storm was brewing with her attitude and she was up to something.
I received a request to end their stay shortly after this and to refund their ENTIRE stay due to being miserable in the house. Remember how happy they were and reported all was well two weeks after arriving? Well, shootâŚleave! Please! but you arenât getting a dime back. So the guest leaves and tells me in messaging that they will be reviewing me poorly unless they get their money back. Extortion and THANK you dear guest for writing that on the Airbnb message system for easy proof.
I head to the house the day after they leave and open the house up to a strong pet odor, dog hair everywhere, poop in toilets (really obvious too the the toilets werenât cleaned for 6 weeks also), a broken door, gauges in my brand new flooring, a broken TV, a door jam that had been obviously shoved in, confetti everywhere, chew marks AND they stole bedding, a blender, my generator and replaced my brand new mattress with an old nasty one. Big sighâŚ
I go through the proper procedures with Airbnb etcâŚGuest leaves a horrible review that after numerous phone calls to Airbnb, they finally took down. Guest requests a full refund for her 6 weeks there- ummmm NOPE. I send a request for reimbursement for the stolen items and damage to her also and left a review about her. Guest then texts me to immediately take the review down and that I was a thief because she feels robbed. She texts me telling me sheâs taking it to a lawyer (againâŚummmâŚok) Long story shortened- After a police report, invoices to repair the damage and back and forth with Airbnb, I am finally vindicated and will be reimbursed for most of the issues that happened.
Guest wasnât happy with the Airbnb decision and took it to the independent insurance company who spoke with me and basically laughed at her request and also denied her. They told me people do this all the time for âfree moneyâ.
Lesson learned here- âdot your iâs and cross your tâs and communicate professionally and promptly through the Airbnb messaging systemâ. Had I not done all of the listed, I would have been screwed out of a lot of money and had a terrible review that was inaccurate to say the least. -Kim