To be puzzled and upset over holiday rental complaint

[violets17]

I rented a villa last month and a week after I had left I received an email from the villa owner's husband saying that I was the messiest renter they had had in 2 years and not to bother trying to rebook (which I hadn't). I emailed back asking for more details and he emailed back saying "it was a mess" with no further detail.

I've really racked my brains and asked my eldest son who was with me to help me remember everything. This is what I did/didn't do:

Positives
I took out all our rubbish and put it in the correct public bins
Emptied the fridge of our leftover food
Put most things back where they were (see negative list)
Didn't use BBQ therefore no mess
Roughly wiped down sides in kitchen
Checked all over for obvious spills/toothpaste etc

Possible Negatives
I didn't put all the towels in the bath because there wasn't instructions to do that so wasn't sure
Left dishwasher running with a few morning things
Replaced coffee I had used with half a jar I had bought, replaced sugar I had used with some sugar packets
Left a lilo (still working) by the pool for next guests
Left a half used bottle of laundry liquid in the laundry room
Left a brand new (unused) insulated cool bag on top of cool box

Negatives
Did not put clothes horse back in correct place
Did not put hairdryer back in drawer
Placed sofa throws on correct sofas but didn't fold them
Didn't wipe outside table (a bit tacky)
Didn't wipe glass coffee table (a bit tacky)
Didn't actually clean anything just looked for obvious toothpaste/spills/toilet stains and dealt with that - ie didn't sweep/mop/get out the cif

I then got a "guest rating" which only gives star ratings out of 5. They gave me the following

Overall experience - 1 star
Cleanliness - 1 star
Communication - 2 stars
Following house rules - 2 stars

I'm flummoxed - house rules were no smoking inside (I didn't), no house parties (of course not), no excessive noise (um - I don't even drink and had no music on).

Communication was ordinary until he emailed me to complain and I asked for details which he didn't give and neither of us communicated further.

This is about the 10th holiday villa I have rented and it has always been positive with owners asking me back and refunding my deposit immediately - luckily there was no deposit with this one.

I know I have given this too much thought but I honestly feel like I don't know what he was talking about. Why did he wait a whole week after I left to email me?

Sorry for long post - didn't want to drip drip

[redexpat]

I had similar with airbnb! There were no instructions to clean and there was a cleaning charge and the owner had said cleaners were coming so we couldnt leave our bags. She wrote "we've never seen anything like it." Having worked as a chambermaid the summer after graduation I can only think she has led a very sheltered life. It did leave a bitter taste in our mouths because there was simply no communication about expectations.

[violets17]

1sttimeunicorn and Florabella - it's a bummer to realise someone thinks so poorly of you. Mine was Lanzarote too where I have stayed many times.

I rented somewhere in December and when I walked in it was utterly spotless - I could smell the TCP. There were shouty messages pinned up everywhere saying if you do this/that you will lose your deposit (really over the top). I thought for sure there was no way I could meet those standards but had my deposit back within 48 hours. I didn't do anything different.

[1sttimeunicorn]

@SqueakyBinders I had an email saying they had rated me.

[GlowWine]

Are the owners trying to completely avoid cleaning, relying on guests to do it? But neglected to leave obvious instructions? Our last holiday rentals (northern Europe) we paid for the final cleaning, I am glad we did: the welcome pack had many pages of cleaning instructions with photos: hoover the mattresses, dust the lampshades... Life's too short!!

[joberg]

When we left our rental on Friday, we cleaned everything (fridge/windows/surfaces/floors) and put everything back how it was, cushions/bed covers etc.

I wouldn't have left it any other way, tbh.

[violets17]

redexpat - that made me laugh. My sister used to chambermaid and she said some guests would do an enormous dump in the bidet and leave it. I should have done the same really as you cannot get lower than 1 star anyway.

GlowWine - I think they are hoping guests will do all the cleaning. I get that it is not a hotel - but neither are you a non-paying guest in someone's home. I feel that commercial owners have merged the 2 in their minds.

[1sttimeunicorn]

@violets17 one thing I have been wondering is maybe we were supposed to clean - but no instructions or messages to say so, and the owner came over the evening before we left, to say bye, and said could we leave by 10am as the next couple were arriving at 4. I figured that was because she needed to clean!
I did nothing differently to how I have left other properties. It’s definitely not a nice feeling.

[AnyaChristinaEmmanuellaJenkins]

Didn't actually clean anything, so you didnt clean anything? so why did you leave the tables tacky? and not wipe over the sides? it would have taken minutes, you didnt have to deep clean, just wipe over ?

[violets17]

AnyaChristina - I said that I roughly wiped the sides in the kitchen. It was my bad that I didn't wipe the outside table nor the coffee table. I suppose I didn't clean more because I had paid about £700 to stay there so I thought they could use £50 on a cleaner.

[Somerville]

I wouldn't give it another thought, if I were you. The owner is either highly inexperienced or some kind of shenanigans have gone on (a cleaner having a party just after you left, or something).
Either way, you wouldn't want to stay there again.

[AnyaChristinaEmmanuellaJenkins]

you actually say Didn't actually clean anything just looked for obvious toothpaste/spills/toilet stains and dealt with that - ie didn't sweep/mop/get out the cif so how is that now you did roughly wipe over?

not wanting to sound arsey, but in your negatives, you say you didnt clean, and you are complaining that the owner said you didnt clean? (difficult not to sound arsey i know)

[violets17]

I wonder if they didn't go there for a week by which point (bearing in mind I noticed a faint whiff of pee in my bathroom - which wasn't me honest) it might have smelt bogging.

[MNOverinvestor]

I have a holiday let in the UK and you sound like a totally exemplary guest. How many reviews has the owner had? We always have cleaners in our property - agree with all the PP saying it's not much of a holiday if you spend the last day cleaning...

[violets17]

AnyaChristina - in my positives I say I roughly wiped the sides. Which I did with a cloth and water but still didn't get out the cif/mop/bucket.

MNOverinvestor - thank you, that's a relief. They have 12 reviews, all 5 star, I submitted a 3 star as I simply stated the truth that the villa was a nice design and comfortable but I didn't like the location as it was on a very busy road and directly opposite a very busy petrol station. None of which shows in the photos. Strangely my review hasn't been added and it is a blind 2-way review process and the website Homeaway waits for the other side. I got in touch with Homeaway today and they said they will post my review because it is after the 14 day limit for them to submit their written review of me - no far they have only done the stars.

[Franzipanny11]

OP - I’m an Airbnb host and never expect the guests to clean as there’s a cleaning charge in the overall rental charge. On Airbnb it’s listed separately as an itemised cost. I also rent through HA but not often. They also itemise cleaning fees. Check your booking confirmation and the expectations re. Cleaning. It should state clearly under house rules what’s expected of you. It’s very unusual (certainly in U.K.) to expect the guest to leave it sparkling. I’d be very happy if you behaved as you did in my rental. Cleaning is for the cleaner unless specifically stated otherwise and it should be.

[violets17]

The only house rule posted is no events/parties. It even says smoking allowed on the website which is unusual - I think in the guest information handbook inside it said no smoking inside, I can't remember. I didn't anyway, just those are the stated house rules. Nothing about cleaning or a separate cleaning charge and nothing in the handbook.

[Franzipanny11]

In that case, for your own sanity, go back to owner and HA and explain that you didn’t think you were expected to clean as it wasn’t made clear. If they didn’t have an itemised cleaning cost they’re probably ‘self cleaners’ in which case they should clearly list their expectations and not ‘hope’ that you brought your marigolds and elbow grease on hols with you. They sound a bit amateur tbh.

[Adnerb95]

That's very unfair OP. I let our holiday home out through Owners Direct and the owners should make their expectations clear, if they are wanting guests to clean to a standard which means they don't have to employ cleaners themselves!
Most owners will expect things left tidy and dishes washed etc but it spoils a holiday if you have to spring clean before you leave.

Btw, good luck with trying to get anything sorted through OD - they are a nightmare for both owners and renters trying to sort any difficulties out. I'm trying to find ways of not advertising through them any more as we have had so many headaches. Used to be great when we started renting the house in 2004, has gradually got worse and worse.

[BarbaraofSevillle]

Well apart from washing up and replacing any furniture etc we've moved, we never clean holiday rentals or strip the beds. We will pile up the towels we've used and remove all rubbish but that's it.

The information always says that you have to leave by a certain time so the cleaners can turn the property around. We've never been to France though.

I can't believe what you describe warrants such a low review or is the worse they've ever seen. I have a friend who works in an estate agent in an area of Spain popular with golfers and she says that the groups of golfers who are stereotypically lazy manchildren leave the properties in appalling states, full of rubbish and old food, damaged furniture and piss all over the bathrooms.

[violets17]

Franzipanny - when I saw the owner's husband half way through (when he was checking the pool levels) he said that they made a good profit on the villa as they did all the cleaning etc themselves. I didn't ask about his profit or cleaning arrangements he just volunteered that. Even if they are self cleaners I don't think it's fair to the guest to have to do more than tidy up, remove your rubbish/leftover food and very roughly clean as I have paid them after all and they could pay a cleaner, it's their choice.

[Franzipanny11]

Yes absolutely OP. They’re tight wads and trying to squeeze every bit out of it. I’m delighted if someone washes dishes (I check properties when guests leave/before cleaner comes), puts things back in place etc but it’s certainly not required. Breakages, if small are also overlooked but larger damage is charged through a mediation facility on Airbnb. I must say, as an owner Airbnb beats HA hands down in terms of follow up. I’ve not had many problems but when there’s been any, it’s akways resolved quickly. There may be a facility online where you can leave a public response to their review.

[violets17]

I feel so much better now. Thank you all so much PPs especially owners and posters who've had similar experiences. I've been querying myself ever since and I'm able to let it go now.

Hotel for me next year though!!

[hooochycoo]

I’ve had an experience like this, and ever since i’ve Always taken photos when I arrive and when I check out , (which look broadly identical apart from the beds need making, towels need washing etc) . Would advise everyone to do the same. P

[violets17]

Hooochycoo - that is an excellent idea and I am going to do exactly the same wherever I go from now on.

[TatianaLarina]

The "star" rating was given about 2 weeks after he sent me an email so I really don't think it was an error.

He could have confused you with someone else after a couple of weeks. As someone with multiple rental properties it’s easily done.

Did he review you after you posted your review or before?