Airbnb Host and Investors Forum General Complaints 1 2 Next » A Short Term Rental (STR) Forum Community

[pwhite8135]

So we had a family of 5 who stayed for a week. They didn't communicate well, and it seemed like they were coming out of the country. After they left the following occurred :

1. Entire place was left dirty (dishes, trash everywhere )
2. Stains and scuffs on walls and carpet.
3. Damage to our main plumbing line. They flushed a trash plastic bag with wet wipes and in our policy we clearly state not flush anything except toilet paper

Because of #3 we spent 3 days fixing the plumbing problem, costing us 2K since the plumbing snake needed was special equipment. We also had to cancel another reservation, and then that guest left us a 1 star review because we had to cancel on them. (I told them initially it was a toilet clog but didn't realize it was going to be this bad... ) And now that review was denied removal (even though that that guest didn't stay). The customer service is horrible, they barely understand what you're saying, and they keep asking me to do stupid things. Any other airbnb hosts can top this experience?

[Athaiguy]

If the guest who left you a 1 star didn't even stay then that should be grounds for a review removal. Did they show up at the property and then get canceled? Because that would be a different story. And yes I realize this would be outside your control but I'd be pissed too.

[KarthikL]

Jesus this is like my worst nightmare as an airbnb host. Make sure you file an aircover claim for the plumbing issue. I can see the process being a nightmare, with airbnb asking for some sort of evidence that it was these guests. How sure are you that it was not from a previous guest and what sort of evidence did you take? Pictures once the items were removed and a detailed report from the plumbing company?

[ChrisFromTheOC]

If you have STR insurance through your insurance company I would also read up to see what's covered. They may cover for lost rental income.

[pwhite8135]

Jesus this is like my worst nightmare as an airbnb host. Make sure you file an aircover claim for the plumbing issue. I can see the process being a nightmare, with airbnb asking for some sort of evidence that it was these guests. How sure are you that it was not from a previous guest and what sort of evidence did you take? Pictures once the items were removed and a detailed report from the plumbing company?

Yes we have pictures, Airbnb asked us to have documentation when we first told them about the plumbing issue/damage after the last guests left. We also have a report from the plumbing company which details the issue and items. I can see these guests denying any responsibility given how bad the communication was.

[PartyHat]

When you first see damages such as stains on carpets, walls which may take time to fix, you should be ready to cancel or reach out to the guest to let them know of the situation. This is why I also leave 2 days inbetween stays to manage situations like this. Was this a same-day turnover?

[pwhite8135]

When you first see damages such as stains on carpets, walls which may take time to fix, you should be ready to cancel or reach out to the guest to let them know of the situation. This is why I also leave 2 days inbetween stays to manage situations like this. Was this a same-day turnover?

Not a same day turnover, we had a 3 days inbetween, but we did not call a plumber until day 2 because on day 1 we thought it was an issue we could clear ourselves and even when we called on day 2 they had to come back with special equipment on day 4.