Guest threaten bad review/extortion for not paying for his guest and Airbnb gave me $0 payout instead

[Sherry372]

Hi Community, 

I recently had a guest who repeated avoided to answer my question about how many people will check in. Then on the check-in day, two people showed up. I simply/politely sent him an alteration request, which he continued to ignore. Finally, I asked him again to accept the alteration. He said I should not charge him as it does not cost a lot and threatened to give me negative review. I was very upset as it's not only about paying the fair share for his guest, it's also about not condoning such nasty behavior towards Airbnb host, as a whole. 

I reached out to Airbnb right away and got a level 3 support person, who was not helpful at all. He did not understand the frustration and seriousness. Instead, he simply asked the guest to pay(which he did) while I was explicit about request to ask the guest to leave my listing right away. After 5 hours of calling, I finally got a call back from the level 3 support person. I told him I wanted the guest to leave even it has to be cancellation from my end. He, in the end, cancelled the whole reservation without giving me any payout. Meanwhile, the guest stayed another night/full reservation and checked out at 5AM on the check-out day. 

I reached out to Airbnb again and asked to speak to a supervisor for level 3 support. It has been more than 48 hours now and no one contacted me. 

I am really disappointed at how Airbnb handles this incident - especially this guest had a bad track record within Airbnb. Could anyone advise where I can send a formal email/channel to escalate this incident and get all my payout as well as send a complaint about the level 3 support person?

Thanks!!

[Anonymous]

@Sherry372   If you as the host canceled the booking on the checkout day, you would not be entitled to a payout. But it's entirely up to you (or a designated co-host, if you're hosting remotely) to make sure the guest has vacated and no longer has access.

 As much as Airbnb pushes this "self-check-in" thing, it may not be suitable for you if you're unable to control who has access to your property. In this case, the guests should not have been admitted to the property until they had accepted the alteration request. I don't understand why they were able to continue staying there after they no longer had an active booking.