‘The House Is Trashed’ — How to Handle It Like a Pro

You know that sinking feeling when your cleaner calls and starts with “This place is trashed”? Yeah, that one.

First off—breathe. It’s tempting to “suck up the loss” and move on, but that’s not always the smartest move.

🚩 The Scene: Late Checkout, Big Red Flag

We recently hosted a group who asked for a late checkout—about 30 minutes before they were supposed to leave. From experience, that’s usually a sign of chaos ahead.

Our cleaners were flexible, so we pushed their start time back. Guests finally rolled out 45 minutes late. Then came the call:

“The house is trashed.”

Dirty dishes and greasy pans everywhere. Stained linens. Soaking wet towels on the beds and carpet. A ripped bean bag. A chair… placed on a bed (why??). And, of course, a few forgotten valuables—because nothing says “late checkout” like sprinting out the door.

🧘 Step 1: Stay Cool

I contacted the booker—mainly to coordinate returning their forgotten valuables. They were already out sightseeing with their kids, so no need to ruin the moment.

Meanwhile, our superhero cleaners swooped in and restored order in two hours flat. Stains treated, linens replaced, bean bag sewn up. Bless them.

🧾 Step 2: Evaluate Your Options

Once things calmed down, it was time to decide how to handle it.

Option 1: Take the Loss and Move On.

Say nothing, request nothing, and avoid a possible revenge review. Consider it “host trauma bonding material.”

Option 2: File a Claim Through Your Damage Protection Plan.

If you’ve got Waivo, Safely, or the alike, use it! These third-party plans are great because you don’t need to involve the guest directly. (Note: they usually don’t cover extra cleaning.)

Option 3: Airbnb AirCover (Last Resort)

Trickier, slower, and riskier, and of course, it only applies to Airbnb guests.

You’ll need:

• Proof: photos, receipts, and every detail documented.
• To ask the guest for payment first.
• Patience—reimbursement is often partial.

And yes, a retaliatory review risk is real.

💬 Step 3: Leverage the Connection

In our case, the guests’ forgotten valuables gave us a natural reason to reconnect. We’d never hold items hostage, but it opened the door for a friendly chat.

The next day, after guests settled in at home, I explained that our cleaning fee covers a standard turnover—and showed photos of the not-so-standard condition. I let them know they could decline payment, in which case we’d file with AirCover—no hard feelings.

They apologized, understood, and paid the extra cleaning costs right away. Win-win.

🍷 Step 4: Keep Calm and Host On

Every messy guest story plays out differently. Sometimes it’s resolved easily; other times, it’s a headache. The key is staying calm, professional, and strategic.

Experience will teach you when to push, when to pause, and when to just pour a glass of wine and move on.

Your Turn

What’s your most memorable “cleaner called” moment? What worked best for you?

If hosting ever feels overwhelming, you don’t have to do it alone.

At Savvy Breezy, we help STR hosts streamline their operations, maximize revenue, and stress less.

👉 Book a free discovery call with Savvy Breezy STR Consulting today!