While it is true that when guests book an AIRBNB/VRBO etc. home, they are required to pay a cleaning fee and security deposit/damage insurance, some guests may get confused as to what this actually covers. Guests might think this means that they can leave the house as messy as they want, and even disregard any damage they may have caused, simply because they already paid the fee! Because of this, you need to make sure you are consistent and clear from the start.
When you are renting a home, the expectation should be that it is left in immaculate condition. That means that surfaces have been cleaned and sanitized, and that all of the original guest information (such as wifi password, directions, “things to do,” etc.), is arranged nicely on the table or counter where they found it. The cleaning fee that guests are paying is to cover the cost of cleaning and sanitizing the house for the next guest. Guests should clean up after themselves, ideally like they would at home. If they spill something, they are responsible for cleaning it up; if there are dirty dishes, they should either wash them or at least load them into the dishwasher. The floor should be swept/vacuumed/mopped as needed. Garbage should be collected, and in a trash can, or taken to a community center (or whatever is directed). Housekeeping can then come in, clean and disinfect the house to the renter’s standards, change the laundry, remake the beds, and put out clean towels and supplies for the next guest.
The same thing applies to the damage insurance through VRBO. It does not give the guest permission to destroy the home. Damage insurance is for accidental damage. It comes in handy when, say, a guest accidentally breaks the glass top on a $2,000 convection/self steam cleaning, counter stove (which can very well happen!).
If guests leave behind a complete mess that takes housekeeping hours to clean, or forces them to call in additional people to help them clean, especially on turnover days, then guests should be charged accordingly. This is one of the main reasons why taking pictures before each guest arrives, and after each guest checks out, is so important. This covers any discrepancy that might arise in regards to whether or not the damage was actually their fault. Having a distinct ‘terms and conditions’ that describes exactly what is covered in the cleaning fee lets guests know that if they do not follow instructions, they will be charged accordingly. This will set them up with clear expectations, and saves you stress in the long run.
Working with a professional vacation rental property management company assures that you are booking your rental more frequently with new and returning guests. For more information, call CG’s Vacation Rental Property Management at (570) 390- 0874 or visit cgsvacationrentals.com.
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