Guest violates non-smoking and won't answer messages asking him to leave

[Carole212]

My guest checked in last night and an hour or two later was smoking in the yard when I have a strict rule of no smoking anywhere on the property. I called Air BnB asking them for help and they've been useless. One ABB person said they can't reach the guest, while another said the guests wants to stay and promises not to smoke on the property. I want him to leave, because in my experience the smell might just be impossible to remove (happened  before and it took a month to remove it).  

I'm so so frustrated and ABB is being of help, they're putting me on hold for 15 minutes, passing me from one case manager to another. It's 3:30 pm and this has been going on since 11 pm last night. I finally texted the guest myself asking him to leave by 5 pm today, and I told ABB that if he doesn't I will have to call the police. What the heck else can I do????? I've been beyond patient, but according to posts here, I don't think ABB will ever accept my claim of the $1000 deposit for smoking, so I just want this guest gone to cut my losses. 

[Alice595 · Accepted solution]

@Carole212  As long as the either the guest or you have not canceled the booking, it is still in effect. Policy will not help you to remove him either.

You will need to contact Airbnb and ask Airbnb to cancel the booking and terminate the contract. The possibility of Airbnb cancel it and relocate him will take at least a few hours.

Please do not cancel the booking from your end. Otherwise, you may lose your superhost status.

[Carole212]

Thanks Alice - I just called ABB once again and asked them to cancel the reservation. I also texted the guest but have not heard from him. So once the reservation is officially cancelled, if he's not gone, I will put his belongings outside the gate and change the lock. I hate that it's gotten to this, but the guest is ignoring multiple messages from ABB (according to ABB) and has not responded to my message either. This is just so unfortunate and ridiculous, but I have read how difficult it is for ABB to make good on collecting the deposit - in fact one of the four or five case managers I've had since last night asked me if I had video of him smoking. I said I saw it with my own eyes!!!!! Arrrgggh!

[Alice595]

@Carole212 I do feel your pain. Once a group of guests had party in my house. They smoked not only cigarettes but also weeds. I had the house cleaned and ventilated for a couple of weeks before the bad smell was total gone. Trash was everywhere in the house. Over 20 empty bottles of liquor were collected.

I only got $300 claim back for doing extra cleaning for the house. Six 13 gallon bags of trash were collected after they left.

[Carole212]

The guest willingly left at 6 pm last without incident. Air BnB still hasn't cancelled the reservation and it's been about 16 hours since I asked. Now they're saying I owe him a refund. I just can't believe how Air BnB is handling this when it could have been so simple: guest leaves after violating house rules and Air Bnb helps them find another place to stay, Air BnB cancels their reservation, I get bookings on those nights and am able to give the guest a partial refund. 

But Air BnB passed me through 6 different case managers who all happened to be at the end of their shift and gave me the run around. And now his reservation is still not cancelled!!!! Should l message the guest and ask him to cancel it, so then if I get bookings I can refund him? Air BnB is not being helpful.

[Gregory-and-Carol0]

@Carole212:  Similar happened to me, only my guest brought in extra guests and young children, which my listing clearly states is NOT ALLOWED!  I have a very strict 6 person MAXIMUM for my property and state that no children under age 13 are allowed on the property (for insurance reasons). They came in with 8.  I had security footage to PROVE it too.  Called AirBnB for help and they told me that they could message the renter and ask them to leave and cancel the booking for me, but.......I would have to refund all their money for any unused nights.  WHAT???  Why should I take the financial hit and lose income because the renter knowingly and purposefully violated my rules.  They caused the situation so let them eat the loss. Geez.  And of course it would not be too late to rent the place to anyone else for that weekend so now I totally lose out on being able to make up that income through another renter. Why does AirBnB care so little about their owners?  These policies are totally bogus. Always seem to favor the renter over the owner. Despicable!   If you break known rules on purpose then you need to get the F out and no, you do not get any refund back!  A policy like this would actually HELP reduce the amount of rule violations that go on with renters all the time. How AirBnB now handles it only gives the renters a free pass to do whatever they want.  Why is that not obvious to AirBnB?  They really need to start caring for and protecting their owners better because without us they would not even have a business.

[Branka-and-Silvia0]

@Carole212 

I am reading your post and can't believe what you wrote :))))) C'mon... be real...

[Clara116]

@Carole212  What is happening.??................this sounds very extreme to me - 

In my state Florida if you put someones things outside that is a renter and lock them out you would be breaking the law, possible be sued and have to have an attorney, pay legal fees and you would be in very big trouble. Since the person is renting they do have rights - I too have a NO Smoking on the property But would NEVER resort to your way of thinking.

I understand there is an Ozone machine - bought at Home Depots or Lowes for $30 and you run it and it cleans and clears the air.....check that option out.

I don't understand your panic?

So what has been the outcome?

[Clara116]

@Carole212  gotta ask............you are Really gonna call the Police for someone smoking a cigarette in your back yard?  He said he wouldn't smoke any more - just maybe he thought No smoking inside - but outside ok

[Mark116]

@Carole212  Couldn't you just  have reminded him that there is no smoking anywhere on the property, and then seen if he abides by that rule going forward?  I think your reaction to outside smoking is a bit extreme.

[Rachel0]

@Carole212  Over here, if you called the police to report a person smoking in your back garden you would probably get done for wasting police time.  I cannot understand why you involved Airbnb either for that matter.  If you saw the man smoking "with your own eyes" then why on earth did you not ask him to stop "with your own mouth" there and then, while reminding him that when he made the booking he had agreed to abide by your house rules.  

[Carole212]

To everyone who responded: there is a lot of history to my original post, as well as my unique situation, which I don't have the energy and time to elaborate on. Things would make more sense to you if I could. I'm only going to respond to Alice or others who offer workable solutions to the present situation. Thanks.