I have been a host for about a year, and this is my first post. I apologize in advance, this is going to be a long one, but I would appreciate your advice
The space I rent is an apartment (above the garage, separate entrance), on 2.5 acres of very nice and peaceful rural setting. I try to be a good host (I am a superhost), provide my guests with comfortable, calm and relaxing experience, but I am rethinking if this is really for me.
Like most of you, I had some great guests, but also some not too great experiences.
I think my last group, however, takes the cake.
A group of 3 booked a place for 2 weeks. They are moving into the area and wanted a place to stay until they find permanent accommodations.
I do not offer washer and dryer in the listing, even though I do have a set in the apartment (in the closet). I put in the rules that guests can use it once a week (even though they are not offered in the listing at all) yet these people are doing laundry every day.
I allow pets but I ask for guests to disclose the type and number of the pets they are bringing. These guests brought two cats and never said a thing - it came up in a casual conversation (I offer self-check and do not greet my guests, they also arrived late at night).
Just before they were supposed to leave, they booked for additional 6 nights with a 2-day gap in between. On the day of their departure, I received a package for one of them (they did not ask if it’s ok to give the address for shipments). I took the package to them, and mentioned the check out is at 11 (it was 10:30 and they were all sleeping, no signs of being ready to leave).
A little bit later, one of the girls knocks on my door, saying how her Mom booked the additional stay but 2 days were not available and if they can stay - they will pay cash. ??? I had another guest coming so there was no chance. Obviously, they were not aware that their stay ended and thought they could just stay regardless of the unavailability…So they had to leave to return in 2 days.
I went to clean the apartment and oh boy what a mess! Left trash all over the place, stove nasty, bathroom abysmal, hair and paw prints all over the room where litter-box was. On top of everything, they left a cat tower and bunch of food items in the cupboards and fridge.
I wanted to cancel their stay but I felt sorry for them having to look for another place in a new state. So I did not cancel.
Now they are back for the 6 nights.
What is the best way to handle this from now on?
Should I say something about the mess they left? Ask them to make sure to leave the apartment as they found it? Not say anything, suck it up and be vetting the guests better from now on?
I am not a confrontational person so pointing at someone’s shortfalls causes a certain level of discomfort. I have a House Manual and House Rules clearly displayed and referred to in the listing and the Welcome letter, and in the check-in check-out list on the fridge, why are some guests completely ignoring them? I may be wrong, but I find this disrespectful.
Am I overreacting?
Thanks for reading - sorry this was so long. But it helped to vent