SE
StayEvidence
SE-2026-0418-MB-014
April 18, 2026
Standard Packet
Guest Checkout Exception Report
Oceanview Condo #B-412 · Myrtle Beach, SC · Incident date April 17, 2026
Sample · fictional names1. Cover Summary
| Report ID | SE-2026-0418-MB-014 |
| Property | Oceanview Condo #B-412, Myrtle Beach, SC |
| Listing platform | Airbnb |
| Reservation ID | HM-XXXX-7421 (redacted) |
| Guest (initial only) | J. R. |
| Check-in | April 14, 2026 |
| Check-out | April 17, 2026, 10:00 AM ET |
| Discovery | April 17, 2026, 11:08 AM ET (cleaner arrival) |
| Issue categories | Smoke odor, cigarette butts, excess trash, stained upholstery, missing linen, extra cleaning labor |
| Reported by | Cleaner (Maria L.) and Host (Sarah M.) |
2. Executive Summary
The host reported a multi-issue checkout at Oceanview Condo #B-412 on April 17, 2026. Photos and a written cleaner statement provided by the host indicate a cleaner-reported strong smoke odor inside the unit on arrival, cigarette butts on the balcony, excess trash in the kitchen, a stained couch cushion in the living room, and a missing hand-towel set from the primary bathroom. The cleaner's written notes report two additional hours of labor beyond the standard turnover. The host supplied a $75 extra-cleaning invoice and screenshots of guest messages in which the guest denies smoking inside the unit. This report organizes the evidence supplied; it does not establish proof beyond what the supplied materials show.
3. Timeline of Events
| Time (ET) | Event | Source |
|---|---|---|
| Apr 14, 4:12 PM | Guest check-in (smart-lock log) | Host-provided lock log screenshot |
| Apr 16, 11:42 PM | Last guest message before checkout | Airbnb message screenshot |
| Apr 17, 10:00 AM | Scheduled checkout time | Reservation detail |
| Apr 17, 10:14 AM | Smart-lock final exit recorded | Host-provided lock log screenshot |
| Apr 17, 11:08 AM | Cleaner arrival at property | Cleaner written note |
| Apr 17, 11:12 AM | Cleaner photographs unit before touching | Photo metadata (host-provided) |
| Apr 17, 11:35 AM | Cleaner texts host about smoke odor | Host-provided SMS screenshot |
| Apr 17, 12:02 PM | Host opens Airbnb reimbursement request | Host-provided screenshot |
| Apr 17, 1:46 PM | Guest replies denying smoking | Airbnb message screenshot |
| Apr 17, 4:20 PM | Cleaner completes turnover (2 hrs over standard) | Cleaner written note + invoice |
4. Photo Evidence
Photos in this section were supplied by the host. Captions describe what the photos show; they do not characterize intent or assign fault.
5. Video Evidence Index
| File | Duration | Description |
|---|---|---|
| VID_0421_walkthrough.mp4 | 1:14 | Host-provided walkthrough recorded by cleaner from entry door through living room, kitchen, and balcony. Audio includes cleaner narrating smoke odor on entry. |
| VID_0422_balcony_pan.mp4 | 0:22 | Host-provided pan across balcony showing cigarette butts and ash pile. |
6. Cleaner Statement
"I arrived at Oceanview B-412 at 11:08 AM on Friday, April 17. As soon as I opened the door I could smell strong cigarette smoke through the whole condo, especially in the living room and primary bedroom. I took photos before touching anything. The balcony had multiple cigarette butts and an ash pile. The kitchen trash was overflowing with extra bags on the counter. The middle couch cushion had a dark stain that did not come out with my normal cleaner. The hand towel set in the primary bath was missing from the rack and the linen closet. I had to do extra deodorizing, ozone, and laundry. Total extra time on top of my normal turnover was 2 hours."
— Maria L., turnover cleaner, April 17, 2026
7. Cost Documentation
| Item | Provider | Source | Amount |
|---|---|---|---|
| Extra cleaning labor (2 hrs) | Maria L., Cleaner | Invoice #ML-0417-B412 | $75.00 |
| Replacement hand-towel set | TBD by host | Pending receipt | Pending |
| Upholstery treatment | TBD by host | Pending receipt | Pending |
| Documented subtotal | $75.00 | ||
The $75.00 figure reflects only the documented extra-cleaning invoice supplied at the time of this report. Additional itemized costs may be added in an updated packet once receipts are provided.
8. Guest Communication Log
| Time (ET) | From | Reference |
|---|---|---|
| Apr 16, 11:42 PM | Guest | "Heading out early tomorrow, leaving the keys in the lockbox. Thanks!" |
| Apr 17, 12:14 PM | Host | Host opens platform reimbursement request referencing smoke odor and balcony butts. |
| Apr 17, 1:46 PM | Guest | Guest reply states no one in the party smoked inside. |
| Apr 17, 2:03 PM | Host | Host responds with photos attached. |
9. Closing Summary
The evidence supplied indicates a checkout in which the unit required cleaning beyond standard turnover. Photos provided show cigarette butts on the balcony, excess trash in the kitchen, a stained couch cushion, and an apparent missing hand-towel set. The cleaner's written statement and invoice document two additional hours of labor at $75.00. Guest messages denying in-unit smoking are preserved in the communication log. This report documents what the supplied evidence shows; it does not characterize guest intent or assert findings beyond the supplied materials.
10. Methodology Note
Methodology. This report organizes evidence supplied by the host. StayEvidence does not create, alter, enhance, generate, or independently verify photos, videos, receipts, screenshots, or source evidence. This report is documentation, not a legal opinion or a guarantee of any claim outcome.
11. Platform-Ready Reimbursement Wording
For Airbnb / VRBO claim or platform message thread
Hello — I am submitting documentation for the checkout on April 17, 2026 at Oceanview Condo #B-412 (Reservation HM-XXXX-7421). On cleaner arrival, the cleaner reported a strong smoke odor in the unit, cigarette butts on the balcony, excess trash in the kitchen, a stained couch cushion, and a missing hand-towel set. The turnover cleaner required two additional hours of labor (invoice attached, $75.00). I have attached the StayEvidence Exception Report (SE-2026-0418-MB-014), which organizes the photos, video walkthrough, cleaner statement, invoice, and message screenshots in a single document. I am requesting reimbursement of the documented $75.00 extra cleaning charge and replacement cost for the missing hand-towel set. Additional receipts will be added as they are finalized. Thank you for reviewing.
12. Owner Update Wording
For absentee owner
Quick update on Oceanview B-412. The April 14–17 reservation checked out with several issues: smoke odor through the unit, cigarette butts on the balcony, excess kitchen trash, a stained couch cushion, and a missing hand-towel set. Our cleaner spent two extra hours on the turnover and submitted a $75 invoice for the additional labor. I have opened a reimbursement request through the platform and attached a full StayEvidence Exception Report (SE-2026-0418-MB-014) so you have the photos, video, cleaner notes, and message thread in one place. Will update once the platform responds.
13. Optional Guest Message Draft
Tone is factual; no accusations
Hi [Guest first name] — thanks for the note. I want to share what our cleaner documented on arrival on April 17 so we are looking at the same information. There was a strong smoke odor in the unit, cigarette butts on the balcony, extra trash beyond what the bins hold, a stained couch cushion, and a missing hand-towel set. Our cleaner needed two additional hours to bring the unit back to listing condition and submitted a $75 invoice for that time. I have attached photos and the cleaner's notes. I am submitting a reimbursement request through the platform for the documented amount. Happy to discuss directly if helpful.