Airbnb: 6 Lessons Learnt from Bad Airbnb Guests - A Cosy Garden Cottage (2024)

Posted on November 29, 2019August 22, 2020 by Lucienne

Last Updated on August 22, 2020 by Lucienne

This post is part 2 of 3 in my story about the worst Airbnb guests ever. In part 1 I give a horror account of the weekend where we endured the most terrible Airbnb guests in our Cosy Garden Cottage. Part 3 I share a step by step guide on how I used the Airbnb Resolution Center to claim my damages back from these guests.

This part 2 is the rest of the story and my six lessons learnt from these bad Airbnb guests.

The week that followed the worst guests ever

Monday. Off I set to go and replace what has been damaged. Armed with several photos and the slips I put in my request for additional money to the guest. Ahhh! I can’t put in a second request until the guest as accepted or declined my initial request for the additional pax for the two nights.

Tuesday. No surprises. The guest declines my request for additional money for the additional two pax. What a cheek! I submit my second request for additional money under the damages option making sure I load all my photographs and till slips for evidence. I take a deep breath and explain in my kindest words why I think the guest ought to refund me for the damages. What are the chances they are going to accept this claim when it is four times more than my initial claim?!

Wednesday. Ping goes the Airbnb app on my phone. Well I never?! The guest has accepted my request for refund for the damages. I know that Airbnb have been mediating with the guest, I am not sure what they said, but I am thrilled they have got my claim accepted.

5 minutes later. Ping! There goes the app again. Is it a booking? No such luck. The payment for the damages from the guest has not gone through. Infuriating. Ping! Now what?! Airbnb: We are having trouble recovering the money from your guest but we are doing everything we can to resolve the issue. Oh, dear.

Happy ending at last

Thursday. Ping! The money for the damages has been paid into my account. I am thrilled to bits! All the money for the linen and glasses that I had to replace has been recovered. I am not sure what happened but I can only imagine that Airbnb replaced my funds and the amount is now sitting as a credit against the guest. Surely the guest won’t be able to make another booking until Airbnb has recovered their funds? Pleased with my outcome, I decide it is time to write that review I have been stewing over since Sunday…

6 lessons learnt from bad Airbnb guests

  1. ALWAYS review the booking and check that it reflects the right number of people. I had got too trusting and complacent. If you do see a problem on the booking you need to make the request for changes before the day of checkout.
  2. If you feel the stay is not going well always refer to written communication through the Airbnb app. This will come through as great evidence to back your case should you need Airbnb to mediate in your situation.
  3. You cannot put more than one request for money in at a time with any given guest. The guest will have to accept or decline the request before a second request can be submitted.
  4. If someone trashes your place take loads of photos before you start to clean up. The more photographic evidence you have to submit to Airbnb, the more likely they will be able to refund you for your damages.
  5. If and when you do need to replace items be sure to take photos of your till slips and submit those with your photos so that Airbnb and the guest can see what the replacements cost you.
  6. When in doubt about a guest or booking, phone Airbnb and ask for guidance on what you need to do to get your problem resolved. I found all the agents I dealt with very helpful.

After telling my story to some of my fellow hosting friends I discovered that not everyone knows about the Airbnb Resolution Centre, let alone how to use it. In Part 3 of this story I give a detailed ‘how to’ guide with screenshots of the steps I followed.

Have you ever had shocking guests? How did you deal with them and what lessons did you learn? I’d love to hear from you.

In Part 1 of my story you can read my account of the worst Airbnb guests ever.

Other posts you may be interested in:

5 ways to make money on Airbnb without owning property

10 special touches that get five star reviews

Writing that all important guest welcome book

  1. Well, Airbnb guest are mainly nice people. The worst I had were people who didn t take their ID when going on a trip, the police called me. In the end they were released from the station, after I confirmed their ID and that they rented my place. sh*t happens.

    Reply

    1. Hi Latifa,
      Gosh, that must have been an administrative nightmare! I am glad you were able to sort it out. Fortunately my Airbnb guests are mainly nice people too, just the odd bad egg has thought me a lesson or two.
      Thanks for sharing.
      Luci

      Reply

  2. Hi Lucienne!
    Just read your post. OMG!!!! I’ve been hosting since 2009 with AirBnB and have been super lucky (knock on wood). It is for sure, a follow your gut kind of business.
    I have a question… Do you require a security deposit? Is that how AirBnB was able to assist with making a claim?
    I have never required a security deposit, though sometimes think I’m being a bit risky and too trusting. Seriously considering it now as I have moved to the coast and my rental (The Surf House) is attracting super young kids (the last bunch left just minutes ago and feeling anxiety as I am about to go check out the situation). My prior rental was a Glamping site and was almost always just couples or young families. My other listings in the past have been rooms in my home.
    Would love your insight. Honestly, I wanted to cry for you when I saw your photos.
    Warmest regards,
    Leslie

    Reply

    1. Hi Leslie,
      It was a shocking experience to say the least! But I was so glad that I was able to claim from Airbnb. I didn’t ask for a security deposit and I was still able to claim. I think the key was that I got hold of Airbnb before the guests left as my gut told me it wasn’t going to be pretty. Fortunately the consultant I spoke to told me to take loads of photographic evidence (which you can see I did) and that really helped to make my case with Airbnb.
      I know that one can ask for a security deposit in the settings but I haven’t set it up as I think I might lose bookings. A bit risky I know but a totally personal choice that I have made. Perhaps try it for a while? Especially with ‘the surf house’, see what impact it has on your bookings and then weigh it off? Like you say there is no definite science to this business and a whole lot of gut!
      I hope the kids left your surf house spotless!
      Thanks for your support.
      Lucienne

      Reply

  3. Wow! That sounds like a nightmare! We are thinking of AirBnb for the in-law suite on our house. It is beautiful and I would be very upset if it were trashed… I like the fact that someone has your back, and sounds like the resolutions are satisfying. Still considering this venture, so will keep reading and researching!

    Reply

    1. Hi Donna,
      This was my absolute low with letting our cottage out to short term rentals. I have been doing this for just over 4 years now, and this was my worst experience. Some people have been doing it for much longer and have not had this kind of experience at all. For the most part people are very kind and considerate and I have made some wonderful friends through this business. Loads of research as you are doing is definitely a good idea. Good luck on making the decision that is best for you:)
      Thank you for your support.
      Lucienne

      Reply

  4. Very interesting and very useful advice! Thank you Luci.

    Reply

    1. Thank you for reading Deborah:)

      Reply

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Airbnb: 6 Lessons Learnt from Bad Airbnb Guests - A Cosy Garden Cottage (2024)

FAQs

Are you supposed to clean Airbnb before leaving? ›

Cleanliness: Guests should not leave the listing in a state that requires excessive or deep cleaning (moldy dishes, soiled carpets, stains from pets, etc.). Cleaning fees set by Hosts are only meant to cover the cost of standard cleaning between reservations (laundry, vacuuming, etc.).

Do you tip an Airbnb host? ›

Acknowledgment for a job well done is always appreciated, whether it's a good review or a tip. Guests often choose experiences because of in-depth reviews, so you would help the entire Airbnb community if you share your thoughts. Cultural preferences around tipping differ, so research before you travel.

What is the checkout etiquette for Airbnb? ›

Check out at the specified time

It's principled Airbnb etiquette to check out at the specified time set by your hosts. Doing this will allow your host to do cleaning and maintenance work so that the rental is ready for the next round of guests.

How do I report a bad guest on Airbnb? ›

  1. Contact your Host or guest. Sending a message is usually the quickest and easiest way to resolve an issue with your listing or reservation. ...
  2. Explore the Help Center. Visit the Help Center to find answers to common questions, including information about: ...
  3. Visit the Resolution Center. ...
  4. Contact Airbnb Customer Service.

Are Airbnbs cleaned daily? ›

Well, this is really up to you as the host, and while it is true that, unlike hotel rooms, most Airbnbs are not cleaned daily, there is no way you can skimp on a regular cleaning schedule and an occasional deep clean if you want guests to leave you 5-star reviews.

How many hours does it take to clean an Airbnb? ›

How long should it take to clean an Aribnb? Most people leave a gap of about 4 hours for tidying up between guests.

How much does the average Airbnb Host make? ›

The average Airbnb host in North America earned $41,026 in revenue. Asia-Pacific is the second highest earning region, with an average of $14,629 in 2021. In Europe, the average host earned $13,567 on Airbnb in 2021. In Latin America and Africa, hosts earned less on average, with $9,214 and $8,289 respectively in 2021.

How much of a cut does Airbnb take from hosts? ›

How much does Airbnb charge hosts? Airbnb charges hosts a service fee for each booking. What percentage Airbnb takes can vary, but it's typically around 3% for most hosts. However, Airbnb's commission can go up to 14% or more for hosts who have a Super Strict cancellation policy.

Do Superhost stay with you? ›

Superhosts can provide great conversation and local tips, but they also understand when guests want their privacy. Booking with a Superhost also doesn't mean you'll necessarily be staying with them—you may have the place to yourself. Being a Superhost simply means providing outstanding hospitality.

Why check the door at Airbnb? ›

“Check your door and window locks to see how secure things are from a break-in standpoint.” Consider the safety needs of your fellow travelers in mind as you scan the property.

Does Airbnb check guests? ›

Keeping our Airbnb family safe is one of our top priorities. If we have at least a first name, last name, and date of birth for a US-based user who creates a listing, or is associated with a booking, we may perform a background check on that user.

What is the best checkout message for Airbnb? ›

Here is what your Airbnb check-out message may look like. Hi {Guest first name}, Thank you so much for choosing to stay at {Property name}. It was such a pleasure hosting you, and I hope you had a great time here and enjoyed your stay.

How do you deal with bad Airbnb? ›

First, contact your host right away and let them know the situation. Take pictures and describe the problem in your message through the Airbnb app or website. Also, define how you'd like to resolve the situation — partial refund, refund of cleaning fee, or cancellation.

What is quiet time on Airbnb? ›

Airbnb quiet hours are hours specified by hosts as times during which guests cannot be notably loud or rowdy. In some locations, this may refer to late hours of the night, while in others it may also include afternoon hours that are designated quiet times in particular cities or countries.

Can I kick out an Airbnb guest? ›

You set the rules for your place—it's as simple as that. If you have a guest who has broken a house rule or done something to make you feel unsafe, you don't have to take their reservation.

What are the rules for cleaning Airbnb hosts? ›

Cleanliness: Hosts should provide listings that meet a high standard of cleanliness (free of extensive dust, pet dander, dirty dishes, etc.). Guest turnover: Hosts should be sure to clean between every stay (do laundry, take out trash, vacuum/sweep, wipe down surfaces, etc.).

What does cleaning before checkout mean on Airbnb? ›

Cleaning before checkout is a requirement set by most Airbnb property hosts for their guests. It simply means that you are expected to tidy up lightly and leave the place in the same condition as it was when you arrived.

Do Airbnbs get cleaned? ›

It is up to the discretion of each host to determine whether or not to charge a cleaning fee, although it is worth noting that the charging of a cleaning fee is a common practice on Airbnb. However, some hosts prefer not to charge a cleaning fee and instead add the fee to their overall nightly price.

What is the point of cleaning fee on Airbnb? ›

A cleaning fee is a one-off charge for cleaning the space you stay in and is set by the Host. It's an extra amount on top of the nightly rate when you book a listing. This fee covers the extra expenses Hosts incur when getting their place ready for guests to arrive or after they leave.

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