Guest breaking house rules airbnb won't remove?

[Michelle627]

hello all,

I decided to try hosting again on airbnb and so far am regretting it.   

i don't want to,post all the details publicly, however what is airbnb policy on a guest breaking house rules ? Can we tell them to leave?   

i have  a guest that will not leave my house .  i'm on the 8th case manager and i'm confused as to why airbnb says they will contact the guest and find him alternative housing  and contact me with an update ...only to have no one reach out to me and the guest staying yet another nite here with me. 

I have sent the guest messages and he replies late at nite , very rude acting as if airbnb has told the guest what he has done is not a violation .  he has said unless he receives a full refund for days he has not stayed here he is not leaving .

I had one case manager tell me any violation and i'm not responsible for a refund and also future funds won't be held.  Another one told me that I will have to absorb the refund because the guest can't be charged for days they never stayed.

Today i spoke with three case managers  one of which called me and expected me to go over everything yet again with him.  no resolution other than another nite of me and the guest sending msgs  

Aidbnn will not call the guest after a certain hour at night and each day i'm assigned a new case manager....and each day the guest breaks another rule.  five rules so far now.

Is it airbnb policy that a guest can break our rules and we have to let them stay?

[Sarah977]

@Michelle627 "Is it airbnb policy that a guest can break our rules and we have to let them stay?"

Absolutely not. It's your home and you do not have to put up with this behavior. Contact Airbnb in the morning, reiterate what has gone on, that the guest is not only ignoring house rules even after being contacted by Airbnb, but that he is also being extremely rude. Tell them you want the booking cancelled immediately with no penalties to you- a neutral cancellation.

Yes, the guest will be refunded unused nights. 

[Branka-and-Silvia0]

@Michelle627 

I would advise you the same as @Sarah977 did.

Yes, Airbnb is not fair to hosts and guests who break the rules are refunded for remaining days but in such cases the host can call Airbnb and cancel the reservation without any penalty.

Once his reservation is canceled he is trespassing and if he doesn't want to leave you can call the police to escort him out.

[Ana1136]

@Michelle627 I would let Airbnb know that if they don't relocate him immediately I would be calling the police. And I really would, if someone is that disrespectful in my home I wouldn't keep them a day there, I would escort them out with the refund, there is no such amount of money worth for the days you have spent upsetting about some unimportant person. 

[Sarah977]

@Michelle627  I see you have a discounted rate because you are doing some renos. Your listing is very clear about all that, as are your house rules.

But I think you might be attracting bad guests because the price is so low. I also offer a budget-priced listing , am a laid back host, but luckily I get lovely guests. Partly due to what I offer and who it attracts, and where it is located. Also, I market towards the type of guests I want. Feel free to take a look at my listing to see how I word that.

I think you should up the price a bit, and get that bed off the floor. Get a bed frame, step up the look a bit along with raising the price a few bucks. Just a suggestion.

[Michelle627]

sorry for the confusion i took down the listing the guest is staying in because i'm done hosting on airbnb where I'm living anyway .  The other listing is at another property and I have a great guest there currently , but after he is gone i'm done with airbnb.   I've tried raising my price but in my area I cannot find anyone to book at a higher rate.   The guest not following the rules booked at $20 a night.   I agree the low price attracts a different class of guest, but i've also hosted mainly medical professionals but the two troubled guests were both from the area just going from airbnb to airbnb  .   

I woke up late today due to all this going on last night 

I have a new case manager who msg me saying that a supervisor will be in touch . So far nothing at all from the supervisor .

So i'm going to call again and plead my case .  but i've stated  it so many times i'm not sure how much clearer I can be .  I also said I would be calling the police.   

who refunds the guest?  i have no direction from airbnb thus far.  and guest has made it clear he won't leave without the money.    

[Sarah977]

@Michelle627  Airbnb refunds the guest. Tell Airbnb that they need to make this absolutely clear to the "Guest". (It's really hard for me to call jerks like this "guests, as they don't have any concept of how a guest should behave)

[Linda108]

@Michelle627   Perhaps your decision to leave Air BNB is a good one.  It appears that you are giving Air BNB too much power and as such giving the guest too much power.  As previously advised, cancel the reservation now via Air BNB and be prepared to refund unsued nights.  Once you have done that, it is no longer your issue regarding relocating the guest.  I know I would not want a guest that is relocated due to breaking rules.  Your local authorities will not be able to act as long as you remain in this limbo state.  Good luck and I hope you let us know how it goes.  

[Michelle627]

i'm only doing what was told to me by airbnb and what they have done in the past which is to remove a guest immediately.   

the cops can't do anything as once he's been allowed to stay then we have to goto eviction court that's how it works here .

the cops do not like airbnb here as it is 

the guest showed the cops the msgs and airbnb told the guest he is to get the refund from me 

so they told me he was being removed and the guest i'm to refund  

meanwhile all i was getting from the guest was demands and no communication that airbnb had told him this ...all he said was they felt him breaking house rules was no issue.

before the cops arrived he was in my dads face and sprayed cologne which is in my house rule to not use , which was one rule he broke on his full day here. 

he ended up leaving for work and shaking the cops hands as if they were good friends as they are all military ..

so i called into airbnb and finally got someone from this country.  He routed me back to case manager #7 who was stunned this was happening and is now doing what should have been done and refunding the guest and finding him a place as well and giving him one hour to leave .

while waiting for that case manager to call back another one was calling me  ..i've lost track of how many i've now had on this.   

ive never altered a guest stay so I didn't know that was an option or I would have done so on day one.   

case manager calling again... the guest won't be home until midnight  and i'm to allow him to now stay another night 

so now it's not about the refund but he wants to stay here despite being refunded 

i told her absolutely not he is to leave today  and i don't care if he's at work or not 

i then asked her if he can't be moved from here then i need a place for tonight  

[Carlann0]

Michelle I dont know you but please, please, please put some base in your voice, some strength in your word and a little crazy in your attitude. I had 3 similar situations in less than 1 month. I called Airbnb and said to them in for one of my

Guess as quote" if you all dont get this guest out my house asap( I dropped the f word by mistake), you all are looking at the possibility of a fight, me putting all the guest **bleep** outside and I will be calling the police now....I then told the  airbnb person to call the guest now or else there's gonna be a problem".  In less than an hr 5 phone calls came in to me and the guests from the trip department and they were out that night. Ask for a supervisor when you call....then go on facebook look up Airbnb and send them an email about the issue.  At that point everything will be expedited. For the guest, when he steps out your home, call airbnb and tell them you are putting all his stuff on the lawn, take a pic and send it via the fb airbnb group...I'm only giving you this advice, to resolve the issue and move on with your life. Do not give airbnb and their control of your home and sanity.

[Sarah977]

@Michelle627  You say you don't want to host on Airbnb anymore anyway, so perhaps you should just pack up all the guest's belongings, secure the door so he can't get in, message him to say his stuff is on the front step and be done with this if you can't seem to get Airbnb to do the right thing.

[Michelle627]

excellent idea , but he has my house key.  if i know they have refunded him that is what i'm going to do.  The cops made it clear that I can't just kick him out without a court order .

after waiting an hour   i reach out for an update and case manager is in a meeting for another half hour    so i asked what the latest time they can contact a guest as last nite they could not do so as it was too late 10pm    no reply so far 

i guess worst case the guest still has a key and i change the lock out    i'm not confident they will handle this  tonite.  i'm giving it another hour then i will find the place to refund .

[Michelle627]

i hope this is the last update..the case manager has finally altered the reservation and will take the guests credit of $119 out of my future payments.   the guest will be here at midnite to collect his stuff   i'm not so happy about that but atleast he's leaving   and it was either that or he stays another nite.  

as soon as i received notification soon after the guest has already left a review 

it's just awful that after how poorly they handled this the guest leaves a review.

 reason i'm concerned is i use that to travel 

and i hope that won't affect my ability to book future stays 

my six days of torture are over   

at midnite no one is available to be here so just me and the guest  i may ask for a police escort  

[Michelle627]

it's after 1am and so far no guest to pick up his stuff   he told airbnb it would be around midnite  either that or i had to allow him to stay another nite. because they wouldn't uphold giving him an hour to get his stuff because guest said he was working 

he has a key so i can't sleep soundly knowing he could come in at any moment    

so now its just like it would be if he stayed tonite       

i of course can't get rid of him without a court order ...so tomorrow i will work on changing the locks for my safety   

[Branka-and-Silvia0]

@Michelle627 

you DON'T need a court order to kick out the guest. He is the guest, not your tenant because he stayed less then28 days at your place. It is a big difference and the police gave you the wrong information.

As soon as his booking expired (you said Airbnb altered it) he has no rights to enter your property and he is trespassing. So basically, you could put his stuff in front of the building and it is his responsibility to pick them up.

Yes, the key is the problem, this is why code locks are the best for short term rentals. Could you invite some of your male friends to sleep over at your place with you tonight?