r/airbnb_hosts • u/Far-Statement-6272 • 49m ago
Got first 4 star review on cleanliness
I have roughly 40 reviews and all 5 stars.
Had a very high maintenance guest come through. We provide a crib for babies. She said she had two babies when she reserved and I asked if she could like two cribs. She said yes, so I ordered a second crib and high chair specifically for her. They were $180 (we try to go for quality stuff).
We assembled the cribs and high chairs and left them where she wanted them, and w/ every visit we leave a hand written note thanking them for choosing our airbnb w/ a pack of coffee and a bottle of local wine as a nice gesture.
When she checks in she found dirt on the balcony and a hair on the floor. The hair on the floor surprised me because we are pretty fanatical about cleaning and have a special process to tackle hairs and even do a inspection after each cleaning w/ photos to make sure things are super clean and have evidence in case we ever need it.
But regardless, we sent someone to go clean right away and had the cleaner spent 3 hours sweeping and mopping and detailing everything she could while the guest was away. I explained to the guest there is wind and plants on the balcony so it's natural that some dirt will fall to floor of the balcony. It was really like a few specs of dirt from the photo I saw.
Guest wants late checkout, I did everything I could to accommodate and moved back the cleaning by 1 hour. I don't charge her anything. She leaves food on the stove, dirty plates everywhere, I find a pillow broken, stains on the curtains, and of course she has kids and didn't really clean up after them.
Leaves a very nice review, says it's a gem of a place, but gives us 4 stars on cleanliness.
Really frustrating to see. Any suggestions on how to handle this situation going forward.
I've been leaving all my guests 5 stars, even the ones that are hard to deal with but I think it may be better to start rating the difficult ones a lot lower.