Guest asked to alter their booking for another night after staying up all night partying. This was a spur of the moment reservation. Local family had frozen pipe burst asking to move their Christmas and meal to our Airbnb only 1.2 miles away. Party would be 8-10 guests at the height of the day. Possibly 4 guests and maybe a extra friend staying the night. They insta booked then explained their situation. I politely explained the Airbnb living and dining areas were small and might not be accommodating to her visiting and dining needs. I would be happy to refund their money so they could find something bigger. She assured me she would be respectful of the Airbnb stating she had great reviews from all her Airbnb stays. Against my better judgement and Christmas and her situation they came. She also asked to arrive early so she could get everything set up. Check in is 2:00 pm. I let her check in at 10:00 am. She sent pictures of how she set her Christmas up. I said everything looked nice. My husband went over later that day to meet them ( at her request to meet) and explain a few details ( hot tub operation and safety rules). Check out time is before 11:00 am. My husband explained we had to work till 12:00 and wouldn’t be home till then. She said oh then could we check out at 12:00 instead of 11:00? He said, “yes, no problem”. He went on to mention we had other guests coming in the day after and needed the time to clean and prepare the Airbnb for them. After watching the group going in and out to the hot tub all night long “door bell camera” I received a 3am request to alter their reservation for another night. At 5:30 am when I got up, I declined their request. I then politely explained we had guest arriving and needed the extra day between to clean and prepare for them. I thanked her for understanding and hope they enjoyed their stay. After two minutes she then booked another night. I couldn’t cancel it because it was in the 24 hour window and the day was open on the calendar. I immediately contacted Airbnb support. They said I was in the right. I had declined her alteration request and then messaged her immediately after, and because it was the same person that I declined and then rebooked. Airbnb sent her a message stating she can’t book another night since I declined her reservation alteration previously. I am awaiting the result. So far she hasn’t responded to them and her booking is still on my calendar. You try to be kind and understanding to people but then they want to stick it to you. I know I have to do extra cleaning and washing due to the amount of people and partying that went on. It doesn’t just take an hour to accomplish. It’s an all day and into the next to get it ready for the next guests. Plus I work and have to fit all the cleaning into my schedule. Anybody have this happen
