how to remove a guest from my house

[Anthony49]

What is the protocol for getting rid of problem guests who have moved in and paid up?

How can they be removed?

What happens to the money you have been paid, is that refunded in part or full?

What are your rights, as a host?

[Helen3]

Hello Anthony

Why do you want the guests removed? Have they broken your house rules or behaved in such a way ie being violent or stealing from you that makes their stay untenable.

I would say contact BnB resolution centre straight away and advise them of the issue. If they have broken your house rules or committed a crime they can either arrange for them to be moved or cancel the reservation.

I think the refund or otherwise will depend on the circumstance BnB can advise.

If they have committed a crime also contact the police.

Helen

[Anthony49]

Hi Helen

Thanks for your reply. It's a bit of a hypothetical really.

I have mostly had good experiences with hosting on AirBnB. However, a few recent guests have flagrantly violated basic house rules and one guest made veiled threats to blackmail me with a bad review.

I am signed in on a new account if anyone is wondering.

[Kathy1]

I had an experience where a guest threatened me with a bad review if I didn't refund them. They claimed all manner of BS re dog hairs (my details say in at least 3 places I have dogs!). Basically, they used the shower, the towels the coffee machine and changed their minds and decided to go. And didn't want to pay. 

I was livid!

I took a photo of the note and emailed it to the resolution centre saying I was being blackmailed and they handled it really well. Didn't refund the guests (told them it wasn't appropriate guest behaviur) or take my payment off me and were generally very nice.... If it ever happens at least you know! 

Kathy

[Waundell0]

When you have a lot of guests and they leave good reviews then one bad apple comes along and tries to sabotage your reputation most people will see something is up with that.  Common sense will say how do all these people have a good experience and this one person trashes the host? Most will assume the problem was with the guest.  I have a lot of nice reviews. Someone recently left bad marks on the cleanliness of my house but never wrote any comments.  That's fine. Maybe it's a jealous person connected with another host and they want to drive your guests away. 

If someone is not following your house rules you have to unfortunately play bad parent and remind them. If they persist especially during a long stay, then contact airbnb or just ask them to find another place to stay for the duration of their trip.  You are never wrong to involve the police for a problem guest that will not leave your house.

[Linda135]

I am new to airbnb. Can someone please share the phone # for the resolution center. I am pretty confident I have a bad guest that needs to be removed promptly. Thank you, Linda

[Fred34]

These are the numbers I found on another thread

==============================
Here are your AirBnB phone numbers.
==============================
Argentina: +54 11 53 52 78 88
Australia: +61 2 8520 3333
Austria / Österreich: +43 72 08 83 800
Brazil / Brasil: +55 21 3958-5800
Canada: +1-855-424-7262 / 1-855-4-AIRBNB (toll-free)
Chile: +56 229380777
China / Zhongguo - 中國 / 中国: +86 10 5904 5310 or 400 890 0309 (shared-cost)
Denmark / Danmark: +45 89 88 20 00
France: +33 1 84 88 40 00
Germany / Deutschland: +49 30 30 80 83 80
Greece / ελλάδα: +30 211 1989888
Hong Kong / Xianggang - 香港: +852 5808 8888
Ireland: +353 1 697 1831
Israel / Yisrael: +972 3 939 9977
Italy / Italia: +39 06 99366533
Japan / Nippon - 日本: +81 3 4580 0999 or +81 800 100 1008 (toll-free)
Mexico / Méjico: +52 55 41 70 43 33
Netherlands / Nederland: +31 20 52 22 333
New Zealand / Aotearoa: +64 4 4880 888
Norway / Norge: +47 21 61 16 88
Peru: +51 1 7089777
Poland / Polska: +48 22 30 72 000
Portugal: +351 30 880 3888
Puerto Rico: +1 787 919-0880
Russia / Rossiya - Россия: +7 4954658090 or 88003017104 (toll-free)
South Korea / Hanguk - 한국: +82 2 6022 2499 or +82 808 220 230 (toll-free)
Spain / España: +34 91 123 45 67
Sweden / Sverige: +46 844 68 12 34
Switzerland / Schweiz / Suisse: +41 43 50 84 900
United Kingdom: +44 203 318 1111
United States (USA) / Estados Unidos de América (EEUU): +1-415-800-5959 (local San Francisco number) or +1-855-424-7262 / 1-855-4-AIRBNB (toll-free)

[Linda135]

I too need to know how you remove a guest that has violated your house rules and abusing your property?

[Paola634]

I am hoping I am not going to need to call the centre today. 

Person made a reservation and started texting me directly to my cellphone, requesting to bring more people. I agreed and explained there would be additional chsrges. She accepted. I asked for the number of people so I could revise the booking. She didn't reply for a week. The texted me 2 days before check in date saying she couldn't tell and she would pay me here in cash if her friends decided to show up. 

I explained I don't accept cash and run the place strictly via airbnb. Also explained i needed to know how many towels. And emphasised only 8 people allowed inside and others would stay in tge camping tents, like agreed. 

She texted "don't worry about towels, we are 11, see ya tomorrow". 

I changed the reservesation to reflect the correct number of People. Never heard from her since, she didn't accept the revised booking yet, check in is today. 

I hope it all works out!

[Letti0]

@Paola634  Call AirBnB and have them contact the guest accept the change or they will not be allowed in. My guess is unless you get it done before she comes you will not get the extra money from her. 

AirBnB number:

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

[Paola634]

Thank you so much, Letitia!!

I already called and they will contact the guests and call me back.

Have a great weekend!

Paola 

[Amy1037]

I have a concern about a guest. They are claiming to be homeless, keeps bringing in more bags. The reservation is for only 4 nights. The guest is temporarily handicapped and I am worried they won’t leave. I have already asked a family member to come by the house during check out to confirm the key has been returned. Any ideas or thoughts for me, please? 

[Andrew1121]

Airbnb follow scripts that are no good. So they are no good. Just call the police and sue Airbnb. I won in court and it was worth it. 

[Pod20]

What happens if based on a Guest having stated that they would be vacating an apartment at a certain date, we rent out to someone else but now they refuse to leave? 

[Jenny]

Hi @Pod20 

Is this currently happening to you?  We'd recommend contacting Airbnb support immediately if this is an ongoing situation.  

Overstays are covered in our ToS here at section 2.3 - Support should have additional information on what can be done.

Jenny