It’s every Airbnb host’s nightmare: you open the door after check-out and find rubbish on the floor, stained linen, food left out, or worse—damage. While most guests are respectful, messy stays do happen.
The good news? You can handle these situations without stress or lost bookings. Here’s exactly what to do when guests leave your Airbnb in a mess.
Step 1: Document Everything Immediately
Before you touch anything, take clear, time-stamped photos or videos of:
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Spilled food and drink
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Trash or items left behind
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Damaged furniture or linen
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Any signs of smoking or pet mess
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Toilets, bathrooms, or kitchens left dirty
These photos are important if you need to claim extra cleaning costs through Airbnb.
Mi Casa Cleaning Solutions helps hosts document messes after check-outs as part of our AirBnB Cleaning Gold Coast service.
Step 2: Assess the Damage
Is the mess:
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Standard (e.g. untidy but manageable)?
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Excessive (e.g. food spills, dirty kitchen, bins full)?
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Out of the ordinary (e.g. damage, biohazard, smoking indoors)?
This will determine your next steps:
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A standard clean with extra time
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Charging an additional fee
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Filing a damage claim through Airbnb
Step 3: Clean and Sanitise Thoroughly
Even if the mess is visual, assume it’s also a hygiene issue. Follow a strict clean:
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Use gloves for rubbish removal
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Disinfect all surfaces and floors
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Wash all linen and towels on a hot cycle
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Clean out fridge, microwave, and bins
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Steam clean rugs or couches if needed
Mi Casa’s AirBnB Cleaning Gold Coast team is trained for deep cleans after difficult guests.
Step 4: Report the Mess to Airbnb (If Needed)
For major mess or damage:
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Go to Airbnb’s Resolution Centre
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File a claim within 14 days (or before the next guest checks in)
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Include your time-stamped photos and cleaning receipts
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Clearly explain what was damaged and how much it cost to fix/clean
Tip: Being polite but firm helps your case.
Step 5: Leave an Honest Review
If the mess was severe, let other hosts know. In your review:
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Stick to the facts
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Avoid emotional or insulting language
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Mention only what you can prove with photos
Example:
“The guest left the property very dirty with food spills and excessive rubbish. Cleaning took significantly longer than usual.”
This helps other hosts make informed decisions.
Step 6: Update Your House Rules or Booking Filters
Repeat messes may mean your rules aren’t clear enough. Review and adjust:
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“No smoking inside”
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“Please clean up after pets”
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“Please place used dishes in the dishwasher”
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“Excessive mess may result in additional charges”
You can also use Airbnb’s filter options to screen for more experienced guests.
Step 7: Have a Reliable Cleaning Backup
If you have a new guest arriving soon, you need a team that can respond fast.
Mi Casa Cleaning Solutions offers emergency and same-day AirBnB Cleaning Gold Coast support, helping you recover quickly after messy check-outs.
Step 8: Protect Against Future Problems
To reduce the risk of messy guests:
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Request a security deposit (if available in your region)
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Use instant book with pre-set guest requirements
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Mention your cleaning expectations in messages before arrival
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Do a regular deep clean to stay on top of hidden mess
Conclusion
A messy guest can feel like a disaster—but it doesn’t have to derail your hosting. With fast action, documentation, and a trusted cleaning partner, your Airbnb can be spotless and guest-ready again in no time.
Mi Casa Cleaning Solutions provides professional, responsive cleaning services across the Gold Coast—helping hosts recover from even the worst turnovers. From extra mess to deep resets, our AirBnB Cleaning Gold Coast team is here to help.
FAQ
Take clear photos of the mess before cleaning anything. These are vital if you plan to claim extra cleaning fees through Airbnb. Then assess whether the situation requires standard or deep cleaning.
Yes. If the mess goes beyond standard use, you can request reimbursement through Airbnb’s Resolution Centre. Submit photo evidence and a receipt or quote for the additional cleaning costs.
Use the Resolution Centre within 14 days of checkout. Provide time-stamped photos and a breakdown of extra cleaning or damage costs. Keep communication polite and factual for the best results.
If the mess was significant, yes. Be honest but respectful. Mention the facts and avoid emotional language. This helps other hosts and sets expectations with Airbnb.
It’s possible, but Airbnb may penalise your account unless it’s for emergencies. That’s why having a fast-response cleaning team like Mi Casa is important—we help hosts recover quickly even after extreme messes.
Use gloves, heavy-duty disinfectants, enzyme cleaners for stains and smells, and steam cleaners for fabric items. We use safe, commercial-grade products suitable for post-party or heavy use situations.
Leave an honest review and consider adjusting your listing filters to require positive past reviews. Also clarify house rules during booking confirmation messages.
Yes, if you provide evidence and the damage is outside normal wear and tear. You can claim up to your property damage protection limit if Airbnb approves your case.
Yes. Our [AirBnB Cleaning Gold Coast](https://micasacleaning.com.au/airbnb-cleaning-gold-coast) team offers deep cleaning and emergency cleaning for hosts who need fast recovery between guests. We handle rubbish, stains, smells, and more.
Set clear house rules, screen guests where possible, require good reviews, and mention expectations in your messages. Having a reliable cleaning partner also helps reduce stress if issues do arise.