Handling theft & damages without getting bad reviews

[Devin Bost]

We've been having issues with guests stealing towels and supplies and leaving the place a mess, but we've been concerned about enforcing fines due to not wanting to get bad reviews. A lot of times there's a time limit to submit damage claims, so we haven't been sure how to navigate this. It's also not clear what levers the booking platforms actually provide for reimbursement. For example, booking.com doesn't allow damage claims for theft or smoking damages, etc.. 

How have you all handled these issues?

-Devin

[James Carlson]

I'm not an Airbnb-hater like some -- I think the platform offers the broadest exposure to people who want an STR or MTR, and hosts avoid Airbnb at their peril -- but your question does speak to the inequity between guests and hosts on the platform.

Airbnb has made a strategic decision to give more weight to guests' happiness than to the hosts'. Because reviews so strongly inform your listing's search ranking, and because Airbnb makes disputing a review so onerous -- damn near impossible -- hosts are over a barrel and have to comply with sometimes absurd request from guests or, in your experience, just consent to outright theft of small items. 

I'm not offering any answers. Just griping a bit.