BTW, I don’t mean to write a bad review, I mean to write an honest review to this guests
What actually is broken?
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And can you truly prove that it was those guests, and not the previous ones?
Do you think (just asking!) that the fact that a previous review mentioned broken laundry machines that might have influenced you?
Sorry to ask but it seems coincidental.
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Not sure, it just stopped working. We had new guests come the next day. So we ordered the new one and paid the installation fee + tow the old machine fee.
Yes, that’s the guest who broke the washer. We used the washer/dryer to clean all the stuff before them and I personally cleaned the lint tray and wiped clean the washer/dryer. They caused something to leak from the washer, leaving half-dry traces and pool on and under it. They checked out late about an hour that morning probably trying to clean up the mess. They said they washed their clothes and some towels when I first messaged them. But when they declined the money request, they said the machine was broken when they checked in. I messaged their previous host who left a review about the washer/dryer. The host still remembers this family and told me they had a brand new washer/dryer, this family misoperated the dryer causing the dryer to stop working. Honestly, I think this family doesn’t know how to use washer/dryer property and they washed a ton of the stuff.
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This can happen any time; it can happen because of a part internally that just ‘broke’, for example. Also, the guest might have found a ‘workaround’ (a bad switch that needed repeated pressing to make it work for ex) so before you accuse your guests of CAUSING the failure, make sure you 100% know what happened.
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I am sure they broke the washer and caused a mess so they used all of our towels and a whole stack of paper towels to clean up the mess. If they didn’t do anything wrong, they could message us that the washer was overflowing and stopped working. But they never said anything. 3 guests 3 days, 27 bath towels, dozens of hand towels, and washcloths… Anyway, I don’t have cameras inside, I cannot know what really happened. I won’t leave review then. Good luck with their future hosts.
I don’t see how you have a claim here or even a rationale to write a bad review. The guest could have just as well tried to claim a refund due to listed amenity (washer) not functioning, leaking and causing them to spend time wiping up the floor, etc.
And while a responsible guest will notify a host of a mechanical problem, it is not the guest’s responsibility nor requirement to do so.
In my experience, washers don’t leak because I “broke” them – the overflow drain was clogged with lint, a part failed, etc.
Depending on your type of washer, you may want to post written instructions, e.g., Do not overfill the washer with a load above x level" or whatever.
Re the towels, if the towels are accessible, expect that some guests will use them all, some with make do with one washcloth for several days, it all evens out.
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Thanks so much for all your help! Yes, I already ate the cost and decided not to write a review.
Please do! I so strongly feel that hosts should, every time.
As you can’t prove anything, it wouldn’t really be fair to accuse these guests of damage. The towel usage is irrelevant, as is the fact that they used all the paper towels. (Only leave out what you’re happy for guests to use - and they could have used them for so many other things).
It may well be that they did do something that damaged the washer but as you have no conclusive proof, you can’t really mention it in the review.
You can however, make a joke about it especially because of the previous review. 
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We store our stuff in the closet and marked as personal stuff because it’s an apartment, we don’t have locked room for the backups. The took all the stuff even those were marked as personal stuff out and used all of them. 12 rolls of paper towel, in 3 days. Feels excessive to me if not to all of you. Oh, well, I will stop whining. It’s just the cost of doing business. Sorry for the time that you spend on my post. I will delete and leave it alone. Good luck!
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Oops - accidently deleted post when I was just planning on editing.
I would agree with the others EXCEPT this is the second host that had issues with this guests operation of a washer/dryer. As a host I would want to know this. I do agree this is an opportunity to make sure you have clear operational instructions posted.
Use part of what you said here - stating facts allowing future hosts to draw their own conclusion:
I would say:
This family of 3 stayed 3 days. In that time, they used 27 bath towels, plus multiple hand towels and wash cloths. In addition, they used all of the paper towels in the unit and the storage closet. After their visit, there was half-dried unknown liquid traces leaking from the washer door to the floor and a pool of the same under the washer. They left without mentioning the broken washer; when asked they stated they washed their clothes and even loaded the towels for us. By leaving the towels in the washer, they left us a full washer and a sopping mess.
Cannot recommed.
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Thanks so much! really appreciate the understanding and the help with the honest review!
I would mention in the review that the guests disregarded areas marked as personal storage. That is blatant disrespect.
You don’t really know if they used all those paper towels or just took them.
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