Rental Rescue: When One Guest Turns Into a Football Team

Good Morning!

Let’s Set the Scene:
Imagine a single guest with zero reviews books your Airbnb - seems harmless enough, right? Fast forward a few days, and you notice on your security cameras the starting offense for a high school football team—plus one overwhelmed chaperone—treating the property like their personal locker room. 

Spoiler alert: their strategy didn’t include cleaning up after the game. 

By the time the reservation ends, you’re left with damaged furniture, stained linens, and a hefty $1,000 cleaning bill. 

Sound like a horror story? That’s exactly what happened to this host:

Here’s how you can sidestep this nightmare and protect your property:

The $1,000 Mistake: What Went Wrong?

The outcome of this situation hinged on what the host had set up before the guest arrived. 

If they had adopted the house rules and cleaning policies The Host Report readers know about, they could have:

• Charged for unregistered guests.

• Been reimbursed for damages under Airbnb’s Host Damage Protection.

Instead, they had:

• No clear rules to enforce

• No documented evidence to support claims

• And, ultimately, no recourse to recover the damages.

The lesson? Preparation is everything. 

You can’t buy insurance after the car crash. You’ve got to set up safeguards before the keys exchange hands.

Step 1: Bulletproof Your House Rules

Your house rules aren’t just a suggestion—they’re your armor. Here’s what to make sure you have included:

• Maximum Occupancy: Spell out the exact number of people allowed, including day visitors. No gray areas here.

• No Unregistered Guests: Make it clear that anyone not on the reservation is unauthorized. Add teeth to this rule by including penalties like extra charges or reservation termination.

• No Parties or Gatherings: A hard “no” to parties or gatherings unless pre-approved, in writing, on the Airbnb app.

Once your rules are locked in, ensure they’re communicated upfront. Guests need to know what’s expected—and what’s at stake.

Step 2: Train Your Cleaners to Be Your Eyes

Preparation doesn’t stop with house rules. Train your cleaners to document everything:

• Pre-Stay Photos: After every clean, have them submit timestamped photos/videos of the entire property.

• Post-Stay Documentation: If damage or excessive mess is discovered, make sure they capture detailed photos immediately.

This evidence is crucial if you need to file a claim—and it could make the difference between getting reimbursed and eating the cost.

Step 3: Don't Get Left Holding The Bag

If you find yourself in this situation, don’t panic. As long as you have the right house rules in place, here’s what you can do to get paid in this situation:

1. Document Everything: Use the photos and videos your cleaners provided you, and use disclosed security cameras to capture evidence of unregistered guests. Photos, videos, and written communications are gold when it’s time to resolve disputes.

2. Charge for Extra Guests: If your rules are explicit, you’re within your rights to:

   • Submit a claim through Airbnb’s Resolution Center for unregistered guest violations & apply additional charges for exceeding the guest limit.

3. File Damage Claims: Airbnb’s Host Damage Protection can save your wallet if things go south. Be sure to:

   • Provide timestamped pre-stay and post-stay photos from your cleaners.

   • Include receipts or quotes for repair costs.

Pro Tips to Prevent This Situation

Don’t just react to bad situations—prevent them. Here are additional steps you can take:

1. Stricter Guest Criteria: Require verified IDs or positive reviews from previous hosts to book.

2. Pre-Stay Communication: Send a friendly message before check-in to reiterate house rules and set expectations.

3. Keep All Communication on Airbnb: If disputes arise, having everything documented on the platform will save you headaches.

Lessons Learned

This host’s $1,000 mistake didn’t have to happen. With clear rules, proper documentation, and some proactive communication, you can protect your property—and your sanity.

Remember: hosting is a business. And like any good business, success comes from preparation, not improvisation.

Don’t just hope for good guests—set yourself up to handle the bad ones. Your property (and wallet) will thank you.

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