Holiday home left in a real mess

[BigOldOakTree]

I wonder if I can call on the wise of Mumsnet to help me with a question? I manage a couple of holiday homes and we've had a very busy Christmas. I'm not new to this and know the ups and downs of this business. Our guests in one of the cottages over Christmas were given a complimentary welcome pack on arrival, I'd checked beforehand and they were vegetarian so it was catered for their diet. The cottage was decorated with a real tree and I went to a lot of effort to make it warm and welcoming for them. It is a five star holiday cottage and they paid quite a lot of money to stay, but they did receive a lovely property (in my opinion). It's not my cottage but I take a lot of pride in making it nice.

There are a few basic instructions, nothing too bossy, but the main one is please bag up your rubbish and put it in the outside bins on departure. When I went in to clean it after they'd left I've never seen anything like it in three years. It was utterly disgusting. All of their rubbish was in the house, some bagged, some not. They'd moved furniture around. The bathrooms were not fit for a dog. The kitchen was full of dirty pots and pans, food on the counters. The place was a real mess, not just the things I've written here. I couldn't believe two adults and two teenage children (older teenagers) could make such a mess.

We won't withhold their deposit as it could all be cleaned (even though it took me 7 hours to get it back to how it should be) (3 bedroom, 3 bathroom cottage). This is because it will only lead to a negative review and that is so damaging to the business, but am I being unreasonable to think this is out of order?

We always leave them the same or cleaner than when we arrive.

Well I'm staying in a Ronald McDonald house currently. It's a bloody charity and you dont pay anything to stay there, they offer you so much kindness and support in a hard time yet people think it's ok to leave the communal areas in a state. They don't have the basic decency to wipe down a table so I could imagine they wouldn't give a shit in a holiday home they've paid for either.

We do wash every plate/ cup etc in between guest. That's why I allow 5 ish hours to clean in between guest. The first thing I do is empty cupboards all into the dishwasher and turn on.

Means I can then count to make sure there isn't anything missing (i wouldn't charge lasts guests for a missing or broken plate, but I would want to restock in back to 8 of everything - we keep a supply of spares). And then with cupboards empty is easier to wipe all clean before loading stuff back in. I'm sure most places wouldn't do this though.

We always leave a place clean and tidy
We don't strip the beds
Always empty the bins with the exception of the last place ee rented in a city and we couldn't see where the outside bin was but we did message to let them know
I broke a glass and I just bought a new pack and replaced it
I would be mortified if someone thought I'd not left it clean!
With regard to the negative reviews, I always read management responses and make my own mind up. You can usually tell what's gone on!

Ah hooray for common sense New Kitchen, yes there's always the option to query a negative review especially when someone has let their fingers do the talking and hasn't complained verbally to me.

They usually stand out a mile!
I teach one to one and had to bin a client for constant lateness and lack of on time payment. You know the type, the self important one whose time is so much more important than mine! Client was most affronted and threatened a bad review. I said that's your choice. It would have stood out a mile against the others. I'm still waiting for it!

Buyit I’m really sorry that you are currently staying in a Ronald McDonald House, it means someone close to you is very ill and receiving treatment. Unfortunately some people don’t fare very well under stress, this puts more into other people. Hope your family member gets well soon.

We often stay at Center Parcs on the continent. Last time we were packing up the car, doing final checks that we hadn’t issued anything the kids had left lying around and cleaning the kitchen (as in tidying up the breakfast stuff, wiping down surfaces, chucking out remenants that would fare well on the long journey home, when the cleaner asked if she could please come in?

We explained we weren’t quite finished (about half an hour to check out time) but she was welcome to start around us. She explained that every single cabin had been full and would be full again that night, so any start she could make would be really appreciated.

It was clear that most other cabins would not vacate on time as no-one visible in any of them, no cars outside ready to pack up.

I apologised that beds not stripped (planned to be next) and she brushed it off.

I would strip beds if instructed to, towels in bath if used. I would ensure fireplace swept out, kitchen all rubbish in outside bins, fridge emptied, all washing up done and put away, although dishwasher might be on.

AuditAngel that's a very fair point and something that I didn't really consider. My 6 week old was in intensive care and I just figured if I could clean up after myself and not steal other people's food then so could everyone else, but you are right, I dont know what others are going through and how they cope with stress.

I think you've been more than fair. You've obviously returned their deposit so they haven't suffered any loss. Sadly you have in terms of time and labour. It's clear the family are not bothered as to how to treat others property and possessions. I have always cleaned the properties I've stayed in and left them immaculate ( sometimes cleaner than they were when we arrived) I've always received lovely messages thanking me, and my family.
I would blacklist them from returning, guests like that don't deserve to be given return visits.
I understand your feelings with regards to reviews. However taking a deposit is supposed to cover you. If it's not enforced it's pretty pointless taking one. You have to do what works best for you though.

Yanbu,shoe was on the other foot last year,we booked a large holiday cottage several hours drive from home.On arrival I wanted to go straight home it was disgusting.pubic hairs in the bath,long black hairs stuck in yellow substances in the fridge,dirty oven,washing machine drawer and inside was slick with black filth,cupboards sticky full of rotten food,cutlery and cutlery drawers full of crumbs and food stuck on,infestation in one bedroom so unusable.the booking agency only refunded £20.00 and refused to publish our review.we went home early.

I’m interested in the OPs fear of bad reviews and wonder if they really have such a negative impact on the business? If I’m looking at reviews and a high proportion of them are poor, or quite a few mention a specific thing ( eg shower doesn’t work or noise from nearby pub) then I would avoid. If however the reviews are generally positive and there is one absolutely terrible review, especially if it is commented on by the owners, then I would assume there had been a row about something, or they were chancers trying to get a discount or something and I would disregard that review. Would other people avoid a property on the basis of one bad review?

It's so unjust that you felt the lesser of two evils was to just use the elbow grease rather than withhold the deposit, but I can totally understand why you've done it ... you have so much more to lose and these people are total scum and could do anything.

If you have their address though and happen to be in their vicinity, maybe you could catapault some rubbish into their front garden being careful not to get caught!

I used to clean holiday homes, most people would leave them really nice but I we have had our homes left in a terrible condition. These people the owners would "blacklist"

I don't know what's wrong with people, honestly. Who treats a holiday home like that?

We were in a cottage this summer and will be going back next summer, the renters have told us not to bother with a deposit as it was so lovely and clean when we left, that made me wonder how other people left it.

I think it's nice to leave the place as you find it on the whole, except placing towels you have used somewhere so they know which were used and which not.

It's completely unreasonable to leave rubbish spilling all over the place. Blacklist them.

I have friends with several beautiful UK holiday cottages. They said the worst state they ever found was after one of their cottages was let at no cost to three journalists on a national newspaper in return for a review. The piece de resistance was human faeces in the kitchen sink.

we stayed in air bnb in the summer i tidied up better than ive ever done at home , why would they not respect the property

You should not be afraid of a bad review, you can always counter attack it and most (99%) of renters know that guests are not perfect and can read through negative reviews. It would never put me off a property, I would just read the review and feel sorry for the owner...there are 2 sides to every story. I have let Holiday properties for 10 yrs and pretty much seen it all and I have withheld deposits and dealt with negative reviews but it has never affected our bookings. You were mad to send it back. I always contact the guest and explain that the property has not been left as per T&C so deposit will be withheld. At least then they know your reasons and you have their reply in writing (if they reply) this can be copied and pasted in response to a neg review!

YABU to return the deposit. Of course you're not unreasonable to be pissed off, obviously it's unacceptable. But because you didn't withold their deposit, they will do it again!

When we rent a holiday home we ensure the following is done:

Bins emptied
Beds stripped
Toilets and Wash basins presentable
Dishwasher loaded and started/washing up all done and put away

We've always had the deposit returned.

Out of interest, if guests strip the beds where do owners prefer the used linen to be put? We always put it in one of the bathrooms (assuming more than one en-suite) as assume that is easiest.

As an Airbnb host, I sympathise with your position regarding the deposit and negative reviews. As a guest, I always leave the place at least as clean as I found it, if it starts clean you keep on top of it it's no trouble (depending on cleaning products supplied by owners, and in sympathy with cleaners!) All that said, I am frequently amazed at what other people think is ok in terms of how a place is left. Most people are fabulous but some do leave you wondering how the hell they actually live at home. Living petri dishes. YANBU.

YANBU and as you've given the deposit back I agree you should blacklist them.

Hopefully this thread will also act as a deterrent to anyone on MN who thinks this sort of behaviour is acceptable because there will undoubtedly be folks who think that just because they paid a lot for a property they don't have to clean it: always check terms and conditions and abide by them.

Did you meet them on arrival? Are you sure they weren’t four teenagers?

Definitely out of order. That is not the way i would ever leave a holiday rental. The most that is left out is the last minute cups we might use to have a quick coffee after the dishwasher has been turned on. Everything should be back in its original place, and only need new bed covers, hoovering and mopping!

I always leave it clean. Bins emptied, dishes washed and put away, worktops shining, I push the hoover round etc.
The 5* place we left last time was left cleaner than when we arrived because I cleaned the floor under the unit that had a thick layer of dust underneath when we arrived.

I would feel mortified if a cleaner went in after us and thought we were messy or dirty so I always leave it spotless.

i know lots o business are wary of reviews.it has a major impact.chefs are just starting to call them out,some now screen shotting and reposting.
reviews are like twitter for some people.they make it a game/fun/part of their day to go and take people down.especially the good people with seemingly more than them.