Breaking house rules no food or drinjking in room

[Dawn162]

Well this is my first.  I have a guest who hasn't followed the house rules from the moment he arrived.  First he was late checking in without any communication.  Now he is eating/drinking in the bedroom and leaving trash all around.  (ie:  dirty containers of food, open cans of fish, emplty soda cans.. and more).  Yesterday morning I sent him a message asking him to clean this up and follow the rules.  He had the nerve to take open food into the room right in front of me.  I honestly thought he would clean up the mess shortly after that.  Nope and he made a bigger mess.  The sheets are a mess from him eating in the bed.  So Today I am putting the reminder on his door. 

Is there anything I can do?  Can I end his stay early?  Will I have to provide a refund?  Will it be the full amount of just for the days he didn't use.

[Sarah977]

@Dawn162  What a jerk. I would contact Airbnb and tell them what is going on. That he is not only disregarding your house rules, but also ignoring your messages to please follow them, even going so far as to blatantly ignore them right in front of you, as if challenging you to do something about it. Ask them to contact the guest and tell him that if he continues this behavior, his booking will be cancelled and he will have to leave. If he doesn't comply, get back to them to let them know and ask that they get him out immediately, with no cancellation penalties to you. 

He will be refunded the unused nights, not the ones he has already stayed.

Don't wait until late in the day to do this- Airbnb has told other hosts with bad situations like this that they can't remove the guest until the following day, as it's too late in the evening to kick them out without them having another place to spend the night.

[Emiel1]

@Dawn162 

Your houserules in the listing do not mention eating or drinking is not allowed in the room.

But making a mess is offcourse not a good behaviour. So if the guest is really terrible, you can ask Airbnb to cancel the reservation and refund unused nights. But such actions mostly lead to bad reviews.

So maybe try to convince the guest it's better for everyone to change behaviour.

Best regards,

Emiel

[Dawn162]

The rule is in the "Guest resources" under "House Manual".  I also send the rules as soon as possilbe and usually the same day as reservations completed.

[Sarah977]

@Dawn162 @Emiel1  I think this is the type of guest who will leave a bad review no matter what. I can't see that letting him continue to stay and abuse the host and the property would lead to a good review. And if Dawn makes them aware of the situation now, they are more likely to agree to remove the bad review if requested. Chances are, he will be belligerent or passive-aggressive to the Airbnb CS person who contacts him as well, providing further reason for him to be evicted and noted as a bad guest. While Airbnb does let far too many bad guests continue to hold an account and book, they have delisted some guests.

But @Dawn162, you do need to put the no food or drink in the room in the House Rules, as well as where you are also stating it, or Airbnb will have an excuse not support you and pander to the guest.

[Dawn162]

Where can I goto for filing a complaint?

[Sarah977]

@Dawn162  Phone them or contact through Twitter. Contact info in big post on first page of this Help forum.

[Dawn162]

Thank you.  I tried via airbnb chat.  Spent 1 hour waiting for them and finally closed.  I did as you suggested and got them to communicate via twitter.  They are forwarding my concern to a case manager.

[Sarah977]

@Dawn162  Chat's not the best for urgent situations, as they can take up to 24 hours to answer. I've found it fine for dealing with tech issues and just asking questions, but not for things which require a quick response. good luck. Let us know how it plays out.

[Dawn162]

I posted in twitter and got the message I would hear from a case manager.  As of 10pm eastern time I am still waiting.  I tried a follow up twitter post and no response.  The guest was suppose to return by 10pm and clean the room.  No communication from the guest.  So he got a note on the door.

[Kenneth12]

I've found that they are generally not very responsive,  FWIW.  Good luck if this hasn't been resolved yet.

[Christine615]

Take photos of the guest's room. Heck, record him if you have to. There's a point at which Airbnb needs to take responsibility for these slobs and helping a host kick them out.

Did he have prior reviews? This is so concerning.

[Dawn162]

I took photos and shared them with AIRBNB. I got a message from the case managerent  about 3 hours ago. AIRBNB told me I could modify the reservation however  you cannot change the dates unless you want to add days.  No the guess does not have any review.  I locked the door and he had to come get me if he wanted in the room.  I told him he had to clean the room up or check out today.  Of course he said he didn't read the house rules.   I haven't seen the room as he is sleeping.  AIRBNB told me I can modify his reservation, however once the stay began, you cannot change the dates unless you want to add days.

[Dawn162]

Airbnb called me shortly after I posted my comments on twitter and here.  They offerred to call the guest and I told them to wait until I saw the room.  So the guest said sorry I didn't reed the rules.  REgardless it was in his welcome email.  I suggested that he pay more attention to the details.  Said he wouldn't do it again and did so that evening.  At least this time he got rid of the trash.  I reminded him this morning and mentioned that the small dining table is an excellent place to eat.  He checks out on Monday.  THANK GOD.  Oh and he asked if I could cancel the upcoming reservation so he could extended.  Last night I was awaken by his voice.  He has a very loud voice and was on the phone with someone after 1am.  He will get a poor review and I will never recommend him to anyone.

[Kenneth12]

FWIW again:  I am very careful with pre-screeing guests,  knowing who they are,   and asking repeatedly to confirm that they actually have read our House Rules.   Best of luck.