What a reviewer is looking for
Platforms generally ask hosts to report damage promptly after checkout, usually within a short window, and to try resolving it with the guest first. A reviewer then weighs what each side can show. For odor, that means physical signs that connect the smell to the stay: ash, butts, an ashtray, burn marks, a vape cartridge, food left to rot, or messages where the guest mentioned smoking.
Reviewers also look at whether the rule was clear in the listing, whether the unit was in good condition at check-in, and whether the cost is reasonable. A claim that says only 'the unit smelled of smoke' is weak; one with photos, a cleaner's dated report and receipts is strong.
Evidence to gather
- Photos and video taken right after checkout, before cleaning, with timestamps.
- Close-ups of physical evidence where it was found: ash, butts, burns, packaging.
- The cleaner's written report rating the smell in each room.
- Your house rule on smoking, quoted exactly as it appears in the listing.
- Photos or notes from the turnover before the stay, showing the unit was fine.
- Messages with the guest, kept inside the platform.
- Invoices for extra cleaning, laundering, treatment or lost bookings.
Observation versus assumption
| Strong statement | Weak statement |
|---|---|
| Cleaner found six cigarette butts in a mug on the deck at 11:20 a.m. | The guest obviously smoked |
| Bedroom curtains smelled strongly of smoke at checkout; photos attached | The whole place reeked |
| Ozone treatment invoice dated the next day, attached | It cost a lot to fix |
| House rules state no smoking anywhere, including the deck | Everyone knows not to smoke |
Questions before you file
- Did you report within the platform's time limit?
- Can you show the condition of the unit before this guest arrived?
- Did you ask the guest first, politely and in writing?
- Do your costs match work actually done, with receipts?
Common questions
Can I claim for a lost booking while treating the odor?
Some platforms consider it with proof that a booking was canceled because of the damage. Check the current policy and keep the canceled booking record.
Should I ask the guest before filing with the platform?
Most platforms expect you to try to resolve it with the guest first. Keep that request polite, factual and inside the platform messaging so it becomes part of the record.
Can I include my own time?
Policies differ. Third-party invoices are the clearest proof. If you did the work yourself, describe it specifically with hours and dates, and check what the platform accepts.
General information for LoHi, not a quote or professional advice. In an emergency, call 911.