@Karen816 , they must pay for the night before. They would not normally have access before the 3pm of that day. So no, they don’t get access from 3am on the same day.
I quite regularly have what we call “red eye” flights coming in and I’ve learnt to always mention day, dates and times in my hello and thanks for booking message. This miscalculation then can get picked up early from the conversation.
If they appear to be flying in I Always Check, because we’ve had to change the booking on a few occasions.
Can you send them a message stating as they are arriving during the night of what would be the day before their accommodation booking, then to have access, they have to book the night before.
As time is short, I’d
1) send them an Airbnb message board message marked URGENT explaining the issue.
**( Always communicate on the platform. If they go off platform or you have an urgent need, always screen shot and send and repeat message in the Airbnb message board)
2) Go into the guests booking details and scroll down past financial info to the ”reservation (change dates)” and save - Airbnb will automatically send it.
3) send a second message stating they need to accept the new reservation with the earlier new arrival date to have access during the night. That without accepting it, their reservation does not meet their needs and you are sure they want a bed for the night, not having to hang around at the airport till the afternoon. Always be nice, be obliging, be fair but firm. 😊🌻
4) IF none of this works, text the message to their mobile number. Take a screen shot and place that exact image on the Airbnb message board for documentation. State this image is for documentation so Airbnb can see what is happening.
5) Most guests just make this mistake without thinking. I’ve never had anyone do it on purpose.
6) Still nothing, ring Airbnb to contact the guest to alter or cancel.
Hope this helps! 🌻