AIBU to charge a colleague for cleaning my bargain holiday home

[Lex64]

To be honest, I thought I wasn't being unreasonable, but now I'm wondering... First time poster, so here goes. Sorry it's a bit long but any views would be great.

I have (with a sibling) an (inherited) house in the Caribbean which is being rented out on a major booking platform (not sure if I can use company names) but it''s probably the most well-known. We used all of the money left to us to refurbish the house (a substantial amount to us anyway) so it would stay in the family and could be left to our children as our parents wished. But neither of us can afford to maintain a property abroad from the UK with our own responsibilities here.

Last year, before it had been refurbished, a work colleague who I've been out for drinks with a couple of times after work, said she'd like to book it 'sight unseen'.

As the very first person to book and having no real idea of peak holiday season, holiday rental prices etc. I said she could have it for £250 a week, so £500 for two weeks. It has 3 bedrooms, 2 bathrooms, it's in one of the best possible locations and since July it's been constantly rented with only 5 star reviews.

The colleague is at the house now with 6 other people - her friends and family. When they leave, four people are booked for two weeks and are paying £750. We charge £15 per night extra after 2 guests and a £35 cleaning fee - we've had 5 stars from every guest for value for money because of the house and location.

Despite being self-catering they've had their laundry done because they thought 'it was included', and when the person looking after the house told me, I thought it wasn't unreasonable to send her a message asking for £70 for two weeks cleaning and laundry.

We don't normally do laundry, so I just doubled the cleaning fee figuring that £70 between 7 people £10 for laundry/cleaning would be ok as they're basically staying there for £5 a night each.

In response my colleague has asked exactly what the £70 is for - even though I said it was for the laundry and the cleaning fee which has to be paid for out of the £500 now making it even less than £5 a day.

She has also said that the lack of a BBQ is a major 'mistake' and now says they can't recommend it because of the 'dodgy plumbing' - which no one else has complained about and hasn't been mentioned until now.

I apologise for not asking earlier when I sent her the message about the fee which I if I had asked for before she left would have been £35, but I don't think £35 for washing sheets and towels (all white!) for 7 people is unreasonable is it?

Your TIMING is unreasonable that should say. Timing.

You were overly generous and didn't plan well. I wouldn't add on costs after I'd told them a price. It's something you didn't think out...lesson learned.

I don't think £35 for washing sheets and towels (all white!) for 7 people is unreasonable is it?

Not the point. They think they have paid £500 for that. You can't charge extra fees after the fact. It doesn't matter that you think they are getting a good deal (and I agree)- you agreed a price and at that point they stopped looking at other options. If fresh linens wasn't included then the person who spoke to them needed to explain. I don't think you are totally unreasonable to ask (since it is a bargain) but personally I would not.

After two posts your setup is still a little unclear. You need a written contract and explanation of what is included for guests.

Don't be unhappy about feedback you've got- people are often reluctant to be honest and the rare ones who are blunt help you to improve your service. The barbeque is a good suggestion and either there is a plumbing issue or not- if there is then she is right to raise it.

It doesn't matter how good the deal is, you can't go changing it when they are there! Sorry.

I think if you explained that the extra charge is for them using the cleaner to do their laundry despite it clearly being self catering then they are being extremely unreasonable especially as they are paying peanuts.

Just tell them that her comments about the lack of a barbeque and the "dodgy" plumbing have been noted although none of your previous guests who paid the FULL rate have ever mentioned either. Mention to her that as she feels she cannot recommend the accommodation despite getting it at mates' rates, she won't of course want to stay there again in the future. (Of course you won't ever rent the house out to her again, but she doesn't know that and your veiled threat might be enough to make her think again about leaving negative feedback if she thinks it might scupper her chances of another cheap holiday). She is definitely a cheeky fucker.

They might also be wandering what other charges you randomly try and add on? Irrespective of the worth of the property (and you really need to benchmark this), she will only have budgeted for what you stated.

Just tell them that her comments about the lack of a barbeque and the "dodgy" plumbing have been noted although none of your previous guests who paid the FULL rate have ever mentioned either.

Great advice. If you ever read tripadvisor reviews, the passive aggressive hosts are always 5 star rated. Plus, we might get another MN thread moaning when they get back.

your veiled threat might be enough to make her think again about leaving negative feedback

Veiled threats are the best. It'll make working with her so much more interesting afterwards. Have you considered writing a book of your advice IwantedtobeEmmaPeel?

Is it really adding on the costs after the fact, if they're wanting the sheets washing FOC midway through their stay? It's a holiday let not a hotel. End of the stay wash, ready for the next occupants seems fair enough for self catering, but anything additional (given there's a washing machine for them to use if they want) seems UR. Regardless, they're massively cutting their nose off to spite their face if they refuse to pay the nominal laundry charge, as I would hope you would never let to them in the future for 'mates rates'.

I think she is being unreasonable you provided her with a very cheap holiday for 7 people. Its one thing to quibble about an unexpected charge, but to threaten to leave a bad review when you've done her such a massive favour is outrageous.
Your best bet is setting up a simple website which spells out all the Ts and Cs - then no one can complain in future.

Indecently shouldn't the booking group give you a ball park idea of what you should be charging for your house? Just so you know its at market value and your costs are covered.

You need to set your "mates' rates" at levels that include and cover all costs, such as cleaning and laundry, and communicate clearly what is and is not included.

You can't add them on afterwards, even if your initial rates were well below market price.

Think about getting a cup of tea for £1 at a naice cafe because you know the owner. She then tells you it's an extra 20p for milk and sugar, and if you want a top up (shown as free on the menu) it's another 20p. It's only cost you 40p extra and you are still getting a cheap drink in a lovely place, but you're going to feel a bit annoyed that you had to pay extra on top of what you were told the price would be

She's cheeky but you live and learn eh op.

Why did the cleaner come in during their stay? Did they arrange it behind your back or is it a mix up?

If you've been clear that the property is self catering and they have specifically asked the cleaner to do the washing then I don't think it's unreasonable to expect them to pay it. They are CFs. A tiny extra cost on top of a ridiculously cheap holiday still leaves them with an absolute bargain.

I don’t think they thought it was included and chanced their arm. The £70 could easily be the figure for the washing. We all know washing is exhorbitant at hotels. Have you told her what it was for yet? If not I’d go with the washing charge. Did they get the cleaner to clean as well mid week?

Personally I’d be talking to some of your colleagues about what a cf she is before she bad mouths you to everyone at work. Letting them know you’d have rented it out to other people at mates rates but she’s spoiled all that now will infuriate others.

Unfortunately as you’ve probably not given them any t&c’s, set up the rental properly and so for I don’t think you’ve got any recourse.

I’ve never paid extra to wash sheets and towels in holiday accommodation, I will strip the beds and always leave the house spotless and dishwasher running.

On this occasion I wouldn’t charge, but if she said anything to you or left a bad review I would let rip because she also sounds a tight fucker.

You do need T&Cs though and this should include the details of all guests, did you agree for another two people to rock up later? Everything including cleaning needs to be agreed in advance and in writing.

She has taken advantage of you. But it’s a bit late now.

She is no friend. She sounds ghastly.

I'm afraid YABU as other posters have said, though that doesn't change that she's being cheeky.

I also feel like although £75 in the grand scheme of things isn't much, because you charged so little it's actually a fair about more - 15%.

Well she won’t want to go again then will she?. Her loss.

Honestly, the details should have been agreed in advance, and you should charge the full market rent, because anything less tends to make people undervalue what is being provided, and act accordingly.

Never rent to friends or colleagues, especially not at reduced rates - it will only cause bad feeling when they raise little niggles, and both sides will feel hard done by,

Don't do hidden costs. It won't turn out well. I would apologise and say no worries, it should have been agreed before that. You have already spoilt their holidays and they may even leave a negative review but you should have thought of it in advance.

You have already spoilt their holidays
Wtf. You sound like the cfs.

I sound fine Mummy but hidden costs and other surprises can spoil the holidays. They're colleagues and I wouldn't do it for the sake of the relationship.

Stick to your guns. Point her in the direction of the terms and conditions on the booking site and inform her that as she used the laundry service, this incurred additional costs not included in the rental.

As for the recommendation, tell her to give you more details about an plumbing issues she experienced and say you will take her comment about the BBQ into consideration and you hope she and her family enjoyed their stay.

So people who can afford to fly to the Caribbean for a holiday are quibbling over 70 quid?. Tight arses