A couple questions. Our last guest was very kind, sent nice texts and loved the home. She even mentioned returning annually. However, we noticed throughout the weekend that they exceeded the number of guests, significantly by having a family reunion over three whole days. We tried to overlook as we love to host families and it's all about providing a space to allow for that.
In addition to that though, they snuck in a dog that left a lot of hair. It is a big home and the dog moved around, so now we're having to do extra cleaning and even hiring professional carpet cleaners because we know the next guests have pet allergies...we are even bringing in machines to clear the air. Lots of extra time, energy and money for this one guest.
First, can I keep the damage deposit to pay for extra cleaning and wear and tear due to a dog? We found hair on furniture, on bed covers and more all throughout the house. We state on VRBO plus our Manor Binder that is sent to them when they pay the final payment, that no pets are allowed and we actually state we will charge $100 per day for extra cleaning fee if they do not follow that rule.
We do have a rental agreement that they normally complete and sign for our file, however, these guests booked before that was in place so I asked for it afterwards, and they say they somehow sent it as an attachment that I can no longer find on the VRBO platform...I should have printed it out or maybe that was a decoy anyway.
Second, the guest just left a review for their stay. I'm thinking it may be positive based on their texts. With the new review system, do I go ahead and give them a low rating without any communication with them beforehand? Or do I call them and explain why I'm doing that (or does that then give them time to change their review to a negative before I rate them) and to explain why I'm keeping the deposit (if I can in the first place)?
I do not like the current rating system because it leaves no space for comment or reasoning for why a bad rating is given. Just had to add that. Thank you.