Hi all,
In short:
We have a guest right now that is 5/7 nights of the way through their booking and that we have asked multiple times to leave due to breaking our house rules. We have even asked Airbnb to get them out. Airbnb tells us they will contact the guest and place them somewhere else, but they have not ONCE contacted the guest! We tried changing the reservation, the guest declines it!!! The guest has created an insurance request claiming a full refund BUT IS STAYING THE FULL BOOKING!! This goes against Airbnb's own terms and conditions! We are for a loss of words! Please see the below story, should we call the cops?
The backstory:
Upon arrival to the property the guest made a complaint against one of our 4.8-star historic cleaners we use for all of our properties. The guest stated that the house wasn't ever cleaned before their arrival and that the maid never cleaned before the last guest! 😵
We became worried as this either meant someone broke in or the guest was lying (here we go again).
As a side note, our maids photograph all of the properties after they are completed with cleaning (even taking photos of garbage's, underbeds, and fridges open). We do this to ensure that our properties are always clean and to standard. We checked the images, and the house is spotless....
Regardless we apologize for any hardships our guests have encountered and our maid is there in 30 MINUTES to ensure the guest is happy. I even tell the guest anything at all please show to the cleaner and she will provide you with a more customized experience. The guest says ok, maid goes there does as directed by the guest, and then we don't hear back from the guest.
On the 4th day of the 7-day booking. We advise the guest through Airbnb chat that one of our hot tub professional cleaners and repairmen has caught them damaging our hot tub with unwarranted chemicals (non-safe hot tub bubbly soaps) and has been drinking near it making the hot tub incredibly unsanitary and damaging the system (it's an older hot tub that works great but is just very sensitive to non-safe hot tub friendly chemicals). This is breaking our house rules. We send a guest a photo of all the bubbles they have made in the hot tub. Our professional has told us that he found them doing it and even found bottles of soaps and beer cans tipped over nearby it but didn't get photos as he is not there for this. He sent us a written statement explaining what he found suspecting the guest of this damage and his findings of the garbage nearby it.
Of course, the guest says a long list of "I would never", "You're not going to hold me responsible for any damages", "I'm not ignorant", "your place sucks".... We simply asked her to just not continue putting oils into the hot tub and sent her snapshots of what the hot tub professional found and got that response. She even admitted to putting on sunscreen and then peddles backwards saying she didn't.
Then all of a sudden, several messages flood into our inbox with photos stating she found women's underwear (that she was moving around), in the dresser, but she took it out of the dresser and then put it back in the dresser taking pics each time... I don't know about you guys, but if I find underwear in my hotel room, the hotel is going to know immediately. The prior guests to this guest were 2 gentlemen, we are going to ask them if they are theirs, but I can only assume that they are not.... This guest did not say anything relating to any of this to us, until after we asked her to stop... Our cleaners' photographs are evidence that this underwear, did not even exist and yes, we will be going into the property to ensure that those are still there upon this guest's immediate departure.
At this point we are being forced to keep this guest there until the end of her booking since airbnb has lied to us about rebooking her somewhere else and the guest will not leave herself!
I guess my question to you is should I call the cops since this guest is initiating a refund but is at the property? What would you do?
