guest did not check out

[Amber479]

Hi all,

I have been on hold for well over an hour trying to reach Airbnb Support regarding a guest who did not check out when she was supposed to.  My cleaning lady arrived today and the guest, who was supposed to check out yesterday, is still there.

1)  How do I reach a live person at Airbnb?  support@airbnb.com comes back undeliverable and the the hold times at 844.234.2500 are stupid

2) How do I ensure I am paid for the days the guest was there and should not have been?

Thank you.

[Emiel1]

@Amber479 

Did you contact the guest first ?

"Overstay" is mentioned in the TOS (art. 2.3):

https://www.airbnb.com/help/article/2908/terms-of-service#TOS

[Amber479]

I did contact the guest, who simply said she was running late.

[Amber479]

I'm simply trying to ensure I am paid for the days she overstayed.

[Lisa723]

@Amber479 

Try 1-647-945-9627 or 1-415-800-5959

[Amber479]

Thank you! Those numbers worked!

[Laura2592]

Never wait for Airbnb to be there at the moment you need them. You need to handle this one on your own because it could be several days until you hear from customer service.

Have you asked the guest to leave? What was the reaction? Did they give any reason that they overstayed? Do you have another check in coming?

Worst case scenario you have to call the police for a forcible removal. But a lot depends on how the guest responds to reasonable requests to leave.

[Helen3]

Do the police help with civil matters in the US @Laura2592 ?

in the UK it would be seen as a civil matter and one they would expect the business owner to deal with.

@Amber479  this is something you or uour co-host need to manage. Go to the listing and insist the guest leaves. Stay while the pack, raise a request through the Resolution Centre for extra costs involved. 

[Laura2592]

@Helen3yes they can and will. The sheriff will evict a long term tenant per the process. Police can intervene if someone is a squatter. My friend who hosts in New Orleans sometimes has had to call them to get out a guest who overstayed. I am sure its different from state to state.

[Diane15]

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