Guest keeps key and leaves belongings between visits

[Helen195]

We have a pleasant guest who has stayed with us several times but, twice now, he has kept our front door key and left some of his belongings in the room between visits without asking.  This time the gap between his visits is 4 days.

After the first time we requested he returned the key after each visit.

This time I emailed him to request payment for the days between, but have had no reply.

He's coming back tonight for a 4 night stay.

What is the best course of action, do you think?

[Linda108]

@Helen195  It seems you have a guest who feels very comfortable in your space and is treating it like his own :).  Perhaps you could add  rules such as:  "There is a (insert amount) charge for each key not returned at check out."  or "Unless the key is returned and all belongings are removed, the check out is not complete and the guest will be charged another day".  Then you would be able to charge the guest or cancel the booking as the guest is not adhering to your rules.

Of course your messaging through the Air BNB system would support your attempt to have the guest adhere to your rules.  Good luck!!

[Helen195]

Thank you for your response, Linda.

I'm going to take your advice on adding something to our house rules about our policy on this, and use the Airbnb messaging system as a record of what is happening.

We'll see how it goes!

[Maria-Lurdes0]

Hi @Helen195  Your guest did not check out between stays.  It's as simple as that.   By taking your key and leaving his things he prevented you from utilizing the room during is absence.  THere are repercussions of this.  If it were me, I'd instantly go to the "Change/Cancel" screen and update his upcoming booking (you can't change a booking that has already ended) to include the four days. If he doesn't accept, contact Airbnb for assistance but don't let him come back in without some resolution.   If you feel, after talking to the guest,  that there is some legitimate reason for his actions, then you can adjust the change form.   Whatever you do, keep records of all of your actions on the message thread, as that's the very first place support goes to see what happened.  

I would not welcome this guest back, and I'd give him a thumbs down in his review.

[Helen195]

Hi Maria,

Thank you.

I agree that a conversation will be our next step and then I'll adjust my review according to the outcome!

We've already taken our room off 'instant book' so that we do not need to accept this guest again.

[Branka-and-Silvia0]

@Helen195  he left with your key before and you let him stay at your place again ??? 

[Helen195]

Yes, because he is a fairly regular guest and we did make it clear on that occasion that we expected him to return the key on departure in future.  I think this time he has crossed the line between 'feeling at home' and abusing our trust, which is why I'm putting some new actions in place.

Thank you for your reply.