The disputed weekend
Illustrative example. Not a real job or customer.
Illustrative example. Guest A checks out of a LoHi two-bedroom at 11 a.m. on Saturday. The cleaner finishes at 3 p.m., and Guest B checks in at 4. On Monday, Guest B checks out and the cleaner reports a strong cigarette smell in the second bedroom. The host files a claim against Guest B, who replies that the room already smelled faintly when they arrived and that they never smoked.
- The host reviews the Saturday cleaner's notes, which mention nothing about smoke but also do not mention smelling the second bedroom.
- Guest B's first-night message to the host, sent Saturday evening, says the second bedroom has a slight odor but they will keep the door closed.
- The Monday photos show an ashtray on the second-bedroom windowsill and ash on the sill outside. Saturday photos of the same room do not show the sill.
- The host reviews the platform's process and sees that both the Saturday message and the Monday photos will be part of the review.
- The host withdraws the claim against Guest B for the full treatment cost, messages Guest A asking about smoking during their stay, and updates the claim with the full timeline.
The platform reviewer considered both guests' messages and the photos. The host recovered part of the cost and changed the turnover routine so every room is checked and photographed, including windowsills, before each check-in.
What the evidence could and could not show
The ashtray in the Monday photos looked damning, but Guest B's Saturday message showed a smell existed before they had been in the unit for long. Without a Saturday record of the second bedroom, the host could not show the room was clean at check-in. A reviewer weighs what each side can actually document.
Separating what you saw from what you assume is the key skill in these disputes. The host saw an ashtray on Monday; the host assumed Guest B used it. Those are two different statements, and only the first was supported.
Building a timeline that holds up
| Moment | What to record | Why |
|---|---|---|
| Checkout | Photos of every room, sills, balconies, ashtrays | Shows condition the previous guest left |
| After cleaning | Cleaner's note on smell in each room | Shows condition at check-in |
| Guest messages | Save any mention of smells or problems | Shows what the guest reported and when |
| Next checkout | Same photos, same rooms | Allows a fair comparison |
Common questions
Is a smell report from the cleaner enough evidence?
It helps, especially if written at the time. It is stronger alongside dated photos and the guests' own messages.
General information for LoHi, not a quote or professional advice. In an emergency, call 911.