A guest wants me to help arrange something dangerous/illegal.

[Elle8644]

We are located in Tanzania, and a guest wants me to help her take local transport through the Serengeti, where she wants to go camping.
Camping is only permitted in Serengeti at designated campsites. All guests need to be included in a tour, enter through the appropriate park gates and pay a $65 USD park fee. Guests need to be in appropriate safaris cars, travelers are not permitted to just "drop off" from a public bus in the middle of a National Park. There are lions!!!
I've told the guest three times that this is not permitted by the government, and that is not the purpose of the local transport bus (it is the fastest route for locals going from one town to another, it is not for tourists trying to save money).
Now she has messaged me that I am not being supportive in helping her arrange her trip.
I have provided her the name and phone number of an appropriate safari company that could safely arrange this, as well as provide camping gear for camping at a site in Serengeti. However, she is becoming upset with me.
I am afraid she is going to give us a bad review. What can I do???

[Yadira22]

Hi @Elle8644 
hope you are well And so sorry for the experience.

i think you have done absolutely well to mange the situation based on what you have said. If you have only spoken to her will also send out a message on Airbnb explaining this further, the possible encounter with wildlife, links to the government restrictions and tour information. 
If after she still gives you a bad review, this is on her. I would rather be given a bad review than worried sick of my guest making me commit a crime and/or their being eaten by a lion etc. I would also remind her that you are an Airbnb provider, a hostess and not a tourism company and maybe have Airbnb ram that further into her! 
Good luck xx

[Ange2]

@Elle8644    I agree with @Yadira22   document everything. A bad review would be the least of my worries too.  How much longer is she with you?   If for longer than you feel comfortable with I would consider trying to end her reservation,  especially if you cannot get through to her that what she is asking you to do is both illegal and dangerous.  I doubt Airbnb want the headline: Airbnb guest eaten by lions, racing around the world, so you may get a quick response. Good luck!

Click here for How to Contact Airbnb:   https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245

[Rowena29]

Hi @Elle8644 

You are in a difficult situation with what sounds like a completely unreasonable guest.

Have these conversations  taken place verbally or have they occurred through the messaging on the system? If they have NOT occurred via airbnb messaging - ie if there is no record of these converstations that airbnb can view, I would suggest messaging the guest and summarising all that has occurred so that it IS on the record.  Soemthing like Hi xxxxx I just wanted to formally respond to conversations we have been having regarding XXXX .   Then write pretty much everything you have written here.  Be factual and unemotive ( as you have been up above).   Then ring customer support and explain your grave concerns  and discomfort this guest is causing you.  Personally, if the guest is still staying with you I would  consider requesting that the booking be cancelled.  The guest is bullying you and asking you to facilitate illegal activity. (this last bit is what I would keep mentioning when talking to CS.)  It's hard to believe it is pure naivety on the guests part when you have explained 3 times   If you cancel then you will have to refund unpaid nights. The guest still potentially has the option to review. However as you say, you think a bad review is coming anyway - so at least you will be rid of this guest.   You may find that a call from CS to this guest with the concept that they will be asked to leave will alter their behaviour ( or not).  Some guests seem to think they have all the power. They do not. This is your home and you can ask the guest to leave if they are behaving inappropriately.    I am not vastly exprienced but very early in my hosting I had a guest who did not read the listing very well or the messages I sent her within an hour of booking.  4 weeks later she read the messages, read the listing properly and started trying to get me to re organise my house and kept saying "my family will not be impressed with this"  I rang CS and they suggested cancelling as she was making me uncomfortable. They reached out to her with this suggestion. WOW did her behaviour suddenly alter.  Suddenly very amenable and aware of airbnb rules.   I hope this helps.    I really do think you will find CS likley to be supportive in this instance but DO get the history in writing first.  

Cheers

[Sarah977]

@Elle8644  This guest sounds deranged. Rowena has good advice for you. Even if you can't get the guest to say these things on the Airbnb messaging, you should contact Airbnb to make them aware of what this guest wants to do and the fact that she is bullying you, and make it clear to Airbnb that what she is asking you to do is not only extremely dangerous, but also illegal.

[Elle8644]

Thank you for all your advice! I did contact AirBnb and informed them of the situation. I also have documentation of our conversation.
I feel much better now that the guest has departed.
Unfortunately, she left her glasses, which I assume she will be returning to collect, so I will probably have one more interaction with her.

[Helen3]

Please leave an honest review for this guest @Elle8644 

And well done for your handling of this.

[Rowena29]

Hi @Elle8644 ,

so glad this is all over for you ( more or less)

Re the glasses, I wouldn't feel obliged to be personally handing them over if she returns for them. I don't know what your set up is, but I'd be asking her what time she was coming  - oh dear what a shame I cant' be available then, I have a prior committment, I'll leave them in the letterbox for you - (or somewhere accessible and reasonably safe).     I hope airbnb CS were appropriately supportive for you.  Breathe. She's gone.!  Cheers