Return guest who doesn't follow rules and has booked 14 weekends

[Marta1157]

Airbnb Community... I need some advice. I had a guest who had invited a few women for a "weekend retreat" at my cabin in the Ozarks. They weren't the cleanest gals but I let it go. Since then she  booked 13 more weekends. My issues are many. She arrives two hours early. She stays an hour and a half after checkout. They leave my home trashed. Don't follow the check-out instructions. Doesn't believe in polluting the earth so won't use paper towels and has ruined multiple dishtowels. I'm 98% positive one lady doesn't believe in toilet paper and used by white washcloths after using the bathroom, if you know what I mean. Come to find out, she is essentially running a business out of my home and charging a fee per bed for an all inclusive pampering weekend. I have a 2700 sq ft cabin, 3 floors, 6 beds, 4 bathrooms. $750 for the master/king; $600 for a queen bedroom, $550 for a full and $450 for twin beds. She's making a LOT of money. She always wants a discount or a break. Even asked if she could bring her horse and leave him in my yard to do equine therapy.

The mess they leave behind is ridiculous. But she said she doesn't really have time to do "extra things for me" because she has to fix breakfast and teach a yoga class before checkout.

Our nightly rate is based on 6 people (you can't assume everyone wants to share). Additional guests are $15 per night. She says there will never be more than 6. But I challenged her when I saw pictures posted on FB with our cabin tagged in it. Clearly there are more than 6 people. She says she sleeps in her car so she doesn't count herself. She literally took my outdoor security camera down so I could no longer see how many people were entering.

I am just perplexed. She doesn't listen, doesn't follow the rules, refused to abide by the check out instructions and has booked all my weekends and I am missing out of those week long summertime bookings for families who love to come float the river. She has requested more weekends for retreats but I blocked my property until the end of the year so she can't. If I thought I could cancel her reservations without penalty from Airbnb, I would. If I make dates available again and she requests to book, I will definitely decline but it will probably hurt my rating on Airbnb.

Any suggestions? Want pictures? I chose not to leave her a bad review but it's been 7 times now with 6 more stays to go and she is starting to completely disrespect me and my home.

I would appreciate any helpful feedback.

Marta Bane

[Frances3408]

@Marta1157. Marta, you should be blocking her rather than blocking your calendar. Report her to Airbnb now and explain you need to cancel all her bookings as she is breaking many house Rules- outline each and every one and on all occasions. Her reviews cleverly do not mention that she is running a business, just that she is getting away for her own work trips.

For example, interfering with legitimate external security cameras is breaking the House Rules AND Airbnb rules. So too is unregistered guests. You yourself may be at risk if your zoning laws do not permit this type of activity.

Repeat bookings is flattering but running a business from your cabin you are likely also not covered for damage by insurers, and maybe not Airbnb. Do not risk your property for this one person who is frankly, using you. Make sure your property is secured- change lock codes if you dont already, reset wifi, etc.

You need to get rid of her bookings now (without penalty thats why its best done via Airbnb host support) so that other people can book- coming into warmer Summer weather. You had plenty of 5 star bookings before her and will again.

Jasper is such a special place in the world; I havent been for many years but want to go back one day. 🙂

Good luck and let us know how you get on. In future if you want other host's advice, use Host Circle to post as its private and wont appear on the web.

[Shelley159]

Hi @Marta1157 

@Frances3408 gave great advice on how to handle this.

While you sort it out, I'd say you should consider opening weekends back up to attract regular bookings. It looks like she checks in on Fridays? You could go to your calendar, unblock weekends and just restrict Fridays from check-in. When she searches the area, your house will not appear for bookings starting on a Friday. If she goes directly to your calendar, Fridays will look available, but when they're clicked as start date it'll say "host  unavailable". This should significantly reduce your chances of having to decline requests.

Of course others won't be able to start bookings on Fridays either, so you should lift this restriction as soon as you've resolved the issue.

[Helen3]

@Marta1157 so  sorry you are having such a difficult time with this entitled woman

the guest is using your Airbnb for commercial use which is against Airbnb's T&C .

I would have left an honest review and blocked her after her first stay.

......the guest is only able to check in early and leave late because you are allowing her to do so .

And if her guests are leaving the place  in a way that needs lots of additional cleaning you should have flagged this after the first stay and made your expectations clear. 

I am sorry but I really don't understand why you don't leave honest reviews to warn future hosts about this guest and block her so she can't book again. 

and why you  let her disable your CCTV, leave the place in a mess and let her use your place for commercial use

you sound lovely but this guest is walking all over you and taking advantage .

call Airbnb and insist they cancel as

1. guest is breaking your house rules

2. guest disabling CCTV and bringing in more people than booked

3. guest using property for commercial use

4. guest said she's not sleeping at the property so a third party booking 

while you are sorting thing out with Airbnb block her via Airbnb messaging so she can't book again and open up your calendar .