Rude & abusive guest

[Sam3811]

Hi Everyone,

We have just had a very rude & abusive guest who turned up, didn't like the look of the property, and went away again without staying. We cannot confirm they actually arrived as we have a key code entry system allowing them to check in themselves. He has literally been screaming and shouting abuse at us down the phone demanding a full refund and additional money to cover his travels (£200) or he will leave us a really bad review. We have done what he requested but he is still not happy.

Has anyone else been in this situation? Is there anything AirBnb can do?

Thanks,

Sam

[Sam3811]

Thank you everyone for the advice, it is certainly something we will take onboard from here on out. We will be in contact with AirBnb to make sure other hosts do not have to deal with this person. It's the first time we have come across something like this and should have handled it better.

Thank you,

Sam

[Alexandra316]

@Sam3811Hindsight is 20/20 and you just did what you thought was right/best under the circumstances to deal with the issue. Hopefully this person won't be able to get away with it again. 

[Maria13648]

https://www.airbnbhell.com/airbnb-guest-review-lies-that-damage-hosts-reputation/

[Liv]

Hi @Sam3811,

I'm really sorry to hear about that situation.

If you haven't already done so, may I ask you to please share your issue with customer support so they can review it and work with you? You can contact CS via this link: https://www.airbnb.co.uk/help/contact-us/topic

Also, please do keep us updated and feel free to reach out to me via DM in case you have any other concerns.

Thanks,

Liv

[Maria13648]

HOST HOSTAGED by GUEST? how many "refunds" or extorsions/speculations or a nice review for something else?

A girl booked for herself - she arrived with a guy and we asked her to register it in Airb&b - she got very very angry and she planned her revenge, yes. She stayed one night, then she put dirt everywhere, she broke a curtain, scratch a wall that we had to repaint, filled the sink with water and took a picture!  threw garbage in the toilet - she took photos of each thing and she asked for the full refund of the 3 days arguing the unit was dirty - and the review was snowy. She gave us a horrible review.

After she was there, a guy stayed with no problem.

After this guy, came another girl (we recorded a video before showing how the unit was cleaned). This girl saw a neighbor's cat through the window and freak out with an uncontrolled behavior screaming sending pictures to us from inside the unit showing the cat in the yard. The same, she called saying that the unit was dirty and were cats inside - the unit does not allow pets - no pets can be inside - in the end, she got her refund and we got a horrible review. The unit's day is too cheap, we believe this is a point that has to change. We will remodeling and put a higher price and see if the people want to play games risking their money. Unbelievable. 

[Maria13648]

HOST HOSTAGED by GUEST - how many "refunds" or extorsions/speculations or a nice review for something else? a free day?? 

https://www.airbnbhell.com/airbnb-guest-review-lies-that-damage-hosts-reputation/

[Nima11]

I have a couple as my guests that are staying for one month.  They have been at my house for 2 weeks.   The husband is OK, but the wife is demanding and constantly screams at him and now at me for any small thing and wants everything  done as she wants it.  I am beginning to become afraid of her since she gets very close to me and threaten me that when she is done with writing her review of me, I will be over at Airbnb.  I don't care about her review, but I am afraid that one of these days she may physically hurt me.  She is big and young and obviously has a temper.  I can tell the husband is afraid of her.  I have offered to refund their money and they find another place, but they don't want to move because the location of my house is perfect for them.  I called Airbnb, but I am sure they will not do anything about it.  What choices do I have?  She is abusive  and belligerent and I am afraid of her.

[Sarah977]

@Nima11  What did you tell Airbnb? You have to tell them you feel very unsafe with this guest in your home, that she screams in your face and is threatening and insist they do a neutral cancellation, with no penalties to you, and to tell these guests they need to leave. 

[Jenny1110]

I am sorry you have this going on

i find despite full house rules being part of the agreed booking requirements often guests don’t bother reading or observing them

I would not allow threatening abusive behaviour 

I have had demands for shopping, lists shoved through my letter box, turn down service 

I explain it’s an Airbnb not a hotel, I don’t really think a lot of guests understand the difference 

[Brian2036]

@Nima11 

You do not have to, nor should you, tolerate any kind of abuse from a guest in your own home.

Assault in California is an intentional attempt to physically injure another, or a menacing or threatening act or statement that causes the other person to reasonably believe they are about to be physically attacked.

Battery consists of actual physical contact.

 I believe that you have already been assaulted.

There is not much Airbnb can do for you other than cancel the remainder of their stay.

It will be up to you to evict them and you don’t have to wait for Airbnb to give you permission.

 You can message them through Airbnb, inform them that the woman’s abusive behavior causes you to fear that she has the intent to commit a violent act, and if she isn’t out of your home by noon tomorrow you will call the police.

If she reacts violently you can call the police immediately.

[Nima11]

Hi Brian,

I just wanted to let you know that I got rid of the abusive guests, but Airbnb let them do a review for me and guess what?  They gave me 1 in every category.  It is not right for a guest who has abused me also abuse me a second time with his review.