What to Do If a Guest Leaves a Mess: A Guide for Airbnb, Vrbo, and Booking.com Hosts

If you’ve ever walked into your rental property after a guest’s stay and found it in less-than-perfect condition, you’re not alone. Every Airbnb, Vrbo, or Booking.com host faces this situation at some point. While most guests are respectful, a few may leave behind a mess that can feel overwhelming—especially when you have back-to-back bookings or limited cleaning time.

At JayzStays, we manage several vacation rentals in Omaha, Nebraska, and we know exactly how to handle these situations calmly and efficiently. Here’s our step-by-step guide on what to do if a guest leaves a mess—and how to prevent it from happening again.

  • Stay Calm and Document Everything

    The first thing you should do is document the mess. Take clear photos and videos before anyone starts cleaning. This is crucial if you plan to request a reimbursement through Airbnb’s Resolution Center, Vrbo’s Damage Protection, or Booking.com’s guest dispute process.
    Pro Tip from JayzStays:
    Include time stamps and wide-angle shots to show the overall state of the property. Evidence helps platforms verify claims faster.

  • Review the Cleaning Fee and Security Deposit

    If the mess goes beyond what your standard cleaning fee covers (like stained linens, damaged furniture, or trash left everywhere), you can file a damage claim. Platforms like Airbnb and Vrbo allow hosts to request compensation within a set period after checkout—usually 14 days.

    JayzStays Insight:
    Always set realistic cleaning fees that match your property’s size and amenities. For larger vacation homes in Omaha, higher cleaning fees are expected and justified.

  • Reach Out to the Guest (Politely)

    Before submitting a claim, send a polite message to your guest. Sometimes, guests may not realize the extent of the mess or are willing to take responsibility.

    Example message:

    “Hi [Guest Name], thank you for staying with us! Our team noticed the home required extra cleaning after your checkout. Could you please confirm if there were any issues during your stay? We’ll be filing a claim if needed, but we wanted to reach out first.”

    Professional communication reflects well on you and can even speed up reimbursement.

  • File a Claim Through the Platform

    Each platform—Airbnb, Vrbo, and Booking.com—has a specific process for filing damage or cleaning claims. Make sure to submit:

    • Your documentation (photos/videos)
    • A detailed list of extra cleaning tasks or damages
    • Receipts or invoices if applicable

    JayzStays Tip:

    Keep a record of all communications and cleaning receipts. It strengthens your case and builds trust with future guests.

  • Review Your House Rules and Guest Screening

    Prevention is better than cure. Clearly state your house rules about cleanliness and checkout expectations in your listing. Mention things like:

    • Taking out the trash
    • Loading the dishwasher
      Treating the property respectfully

    On platforms like Airbnb, you can also use guest reviews and verification filters to screen for responsible travelers.

  • Partner with a Reliable Property Management Team

    If dealing with post-stay messes and claims feels stressful, consider working with a professional property management company like JayzStays.

    At JayzStays, we handle:
     ✅ Guest communication and dispute resolution
     ✅ Professional cleaning and inspections
     ✅ Maintenance coordination
     ✅ Listing optimization for Airbnb, Vrbo, and Booking.com
     ✅ 24/7 support for both guests and owners

    Our local team in Omaha ensures your rental is always guest-ready—and that you never have to stress over a messy checkout again.

Final Thoughts

A messy guest stay doesn’t have to ruin your hosting experience. With the right systems, clear documentation, and support from a trusted property manager, you can protect your investment and keep your rental business running smoothly.

If you’re a property owner in Omaha looking for expert management, cleaning coordination, and peace of mind—
 👉 Contact JayzStays today and let us handle the mess while you focus on what matters most: growing your rental income.