Guest came in on Check-in and decided to not stay. Anyone else have this?

[Tueykay0]

I had a guest book yesterday for today check-in. I don't do Instant book. She booked for 28 days. She just came in. She said she didn't feel comfortable and didn't want to stay here. I told her that Hosts are not responsible for payments and that we can't cancel reservations once booked. I asked her if there was something I can do or add to help her be more comfortable here in case Airbnb doesn't refund. She said that she will get the refund, she is just not comfortable being in my home. Apologized and left.

This is the first time this ever happened to me since I started hosting for more than 6 years.

Anyone else have similar situations, especially now with Covid-19 and what was the outcome?

[Kelly251]

Just had the same situation happen...guest booked back in May ,for 33 days stayed 3 nights and said the bed was too firm and the lack of a dresser ( meanwhile we have wall length closet with shelves in place of dresser) they couldn’t stay. Gut tells us that they had alternate plans came through and knew they would not get their $ back cancelling into their booking ...so they continued to come up with another excuse of the smell of human waste ... again false claim..had 3 different people come in to conduct a “smell check”.... nothing meanwhile they packed their bags and left prior. They requested $ back, I charged them for extra days beyond their actual stay and returned some $ . Just wanted people that lie out of my apartment.  

[Chill-and-Relax0]

I'd recommend sticking to your cancellation policy whatever it is, and putting the burden of dealing with a refund on guest and Airbnb alike. If you provided everything as agreed, and guests just changed their minds that's their problem. 

[Tueykay0]

@Chill-and-Relax0  I spoke with a case manager. Apparently, when she called CS, she told them that my place is dirty. Yes, it's lived in, Yes-it's shared, Yes- I have my personal belongings in my home. However, the room and everywhere else is tidy. 

[Tueykay0]

Attached are just taken pictures of the bedroom and living as posted on my home page.

[Sarah977]

@Tueykay0  Looks perfectly clean and comfortable to me. She probably had some alternative offer come up or she's just a nutcase. Drag that she blocked up your calendar for 28 days, but if she just booked yesterday, I guess that didn't lose you any or many other bookings. And aren't you glad you didn't have to live with her for 28 days?

Quite honestly, I'd not take a reservation for 28 days made the day before. That just seems like someone who doesn't have their act together.

[Tueykay0]

@Sarah977 :  Thank you for the boost. Yesterday was stressful to have a guest walk out and then tell CS that my home was dirty. I've been hosting for over 6 years and no one has ever done this. Not knowing how she will review me with the added personal financial issues did not help the situation. Overall, I will be paid for 2 days. I don't feel like fighting with a young person over dollars. I'm hoping she has the courtesy to leave an honest and plain review. 

[Anonymous]

@Tueykay0  It used to happen to me often that guests would leave immediately after check-in because they hadn't grasped that they had rented a private room and not an entire home. Airbnb did not grant any refunds over this.

The Guest Refund Policy also doesn't work the way your guest thought it did - simply saying the place is "dirty" and leaving without giving the host a chance to fix the issue or taking any evidence shouldn't cut it. But then again, if she's a squeaky enough wheel, AIrbnb may still give her the grease.

[Tueykay0]

@Anonymous  Thank you for sharing. I was totally blindsided by what happened yesterday. I spoke with the case manager and she said this happens a lot with new people on Airbnb. The guest claimed my home was dirty and the amount of energy, which would be stress & bad energy to get the money owed to me was not worth my nerves. I asked for the 2 days paid for lost calendar days. I'm asking The Universe that she reviews honestly.  " I did not stay in this home. No comments on my experiences at this location." 

I had it in me to take pictures that you see above and sent them to ABB so that if she does have a false review then I have proof. 

How did you curb or stop guests from leaving after check in?

BTW, I'd love to have a stay at your place. It sounds great!

[Anonymous]

@Tueykay0  Thank you! Look us up if you're ever planning a trip to Europe (whenever that's possible again), we'd be happy to host you!

I think you'd be at greater risk of a bad review if you had successfully managed to keep the entire payment for 28 days. You're entitled to whatever your cancellation policy says you are, but it sounds like you value your peace of mind and perfect review record more highly than the money. Hopefully the resolution you requested feels fair to both of you.

On your last question, I actually don't recommend trying to stop guests from leaving if they don't want to stay there. It's worth hearing out what their issue is to see if it's something you could possibly come up with a solution to, but as an in-home host it's quite stressful to have an unhappy guest who feels stuck. If a guest expresses displeasure with the home at the beginning of their stay, I'd encourage them to leave rather than deal with them any further.

[Leroy33]

Oh yes i experience this last year with a guest from London she even gave me a negative review. 

[Tueykay0]

@Leroy33 : What was your course of action and were you able to remove the review since guest never stayed at your home?

[Yadira22]

@Tueykay0 I am so sorry this happened. 

I have had this happened, the person in question was upset that my flat has stairs and I think she was travelling with more belongings than I own.  She went up and down these stairs like 5 times, several of which whilst carrying up her excess luggage as to proof "she is not a gym go-er" and anyone who isn't cannot do this. I think even "gym go-ers" would have found this trying. This photo is very obvious on our listing and we mention this several times even after confirmation any reservation- she went on to say that I hid this information and have mis-represented it (the listing even mentions there are 45 steps to climb, staircase is long and narrow). 

We refunded her full trip and informed her that she would need to speak with AIRBNB as to arrange the refund- make them work their "cut". Honestly, there comes a time when no money is worth your peace and if she was like this at the beginning, could only imagine how difficult it would be after. Good luck

[Tueykay0]

@Yadira22 :

Thank you for sharing and the support. Yes. It's best that the arrangement ended. I only want people who are happy to stay here. 

I love the stairs. Your place looks really cool!

[Huma0]

@Tueykay0 

I agree with @Yadira22 .

Although it's very disappointing, it's better to have these types of guests gone than to stay a month and make your life a misery.

I have only had one guest leave early because she wasn't completely happy but, to be honest, I was glad she did as she was a complete nutcase. She had booked for two months and, after only a day or two, I realised she was going to drive me insane. She was so needy and inappropriate and such a drain on my time and energy.

The reasons she gave me made no sense at all. She said the commute to her college was too difficult (it's ten minutes on the tube and is just about the easiest commute in London) and having the cats around her made her feel uncomfortable, which also made no sense as she was constantly harassing them and even got offended that I hired a cat sitter while I was away rather than asking her to look after them. 

Anyway, she ended up staying three weeks instead of two months and, to be honest, it was not a day too soon. She never left a review, which didn't surprise me. I find that often bad guests do not leave a review. Deep down they know that they are the ones who are the problem and don't want to prompt you to leave a review for them. Either that or they are too disorganised. Hopefully your guest won't leave a review either.