All Forum Posts by: Jeff Ebert

Hard to tell who is lying, but there's no point of investigating that. Don't give either an option. In this instance, just go address it And in the future, don't let this happen.

For your vacation rentals, make sure there's a system in place where when any service is done there's photo proof, a timestamp, property manager digitally acknowledges, and a physical receipt there. If by some odd reason it's able to escape 4 checkpoints, then **** man I don't know. 

When my hvac gets serviced, the hvac guys does all that and by physical receipt I mean they actually leave a receipt of the service date, and the next expected one by the hvac company. When the cleaners clean the bedroom, there's literally a cardstock with a greeting  on the pillows and inside the fridge there's some paper food note for them to enjoy the stay. All the toiletries and paper towels, we rip off the ends and re tape over it. Vacation rentals are just that you need a great experience.

We have software in use with our cleaners that show timestamped photos after cleaning.  We ask the guest to send photos.  Since this is a hospitality business we would offer a reclean in this case.  If they go to Airbnb looking for a refund we use the timestamped photos to refute them and deny compensation, but we do try to go above and beyond with the guest while there to garner a good review.  Arguing with them will not get you anything but a bad review unfortunately.

The best cleaners will take photos when they are done as evidence.

Want to have fun while protecting yourself? I heard of a hotel that places little signs under the beds that read, "Yes, we cleaned here, too!"

Start using a platform like Turno or another system that your cleaner can upload photos with a date and time attached to the file, after each turnover. When a guest makes the claims you're dealing with, just refer to the photos. This is the best evidence you can have, especially if a guest calls the OTA and gets them involved. 

Yea I always let the guest know I will send someone over to take care of it right away.  If they are lying, they change their tune and will decline the offer and will be insistent that they don't want to be bothered.

Ask for evidence. Your cleaner may be a great worker and very honest, but she could have still made a mistake. If they have evidence, apologize and find a way to make them whole.