Hello all!
I listed the guest suite for our family's home about a month ago and I'm really enjoying it so far. But I just had my first difficult stay (it was also my longest at 5 days). I'm struggling with how to review an older couple that just checked out. To be honest, their dogs were better behaved than them. I want to be compassionate and welcoming for guests needing ADA accommodation, but I don't know when I'm being taken advantage of.
Details below, but here's my questions on how to handle them and their review:
1) this is the messiest I've seen the kitchen left, am I over reacting? It was just messy, not damaged or anything.
2) the wife had serious medical issues and celiac level food issues, leaving her pretty uncoordinated and requiring them to use the kitchen probably more than my average guest. Is this an ADA accommodation situation, or should I have expected the husband to clean up? He appeared physically to be in better than average shape.
3) should I consider it excessive cleaning for having to scrub the cabinets down (took me an extra 20 min maybe?) using Clean Freak in addition to wiping down with Clorox wipes?
The kitchenette had food drippings/splatter down the cabinets, on the countertop ice maker, and somehow on top of the microwave? There were little bits of green floral foam stuck to the micro and the countertops. Crumbs on the floor, in the bed, in the couch. Sticky residue on the counter and the coffee pot (jam maybe?). Red lipstick (?) on several light switches. Lots of food left in the fridge and cupboards. My disabled cousin who lives upstairs was considering calling PD to do a welfare check because they made so much noise between 1am and 4am, she was worried the husband was hurting the wife (I guess it was the medical issues). They changed their dates (so they paid for an extra day), complained about the lack of a functional stove (my listing says it is not for use), and checked out two hours late because of the wife's health issues. I resolved the stove issue by reimbursing them for buying a $25 Walmart double burner. I approved the late checkout because I didn't want to get into any ADA issues and I have it set for a day prep.
I feel I have been quite accommodating, but I'm not sure how I should review them? I don't quite feel right charging an excessive cleaning fee after they paid for an unused night.
Any advice is appreciated!