Guests arriving hours late

[Ruth459]

My guests are almost 2 hours  late, what should I do? I have already sent a message on Air bnb. I tried to phone them and it seems the line is busy and the screen says Iraq. Does this mean she is there?

Any advice welcome!

[Branka-and-Silvia0]

@Ruth459 

no, they don't have to be in Iraq right now, it just means their SIM card / mobile service provider is in Iraq 🙂

There is nothing more you can do just be reachable by phone or Airbnb messaging system , they will contact you when they find themselves in front of the closed door. Of course it doesn't mean you have to be awake and wait for them after your bed time, if they don't arrive a few hours after your check in time window then just turn off you phone and go to sleep.

I hate when they do this, what are they thinking? Airbnb is not a hotel with 24 h consiarge service ... they should book a place with self check in option if they didn't know when will arrive.

[Helen3]

Hi @Ruth459 

If you have a specfic agreed check in time with the guest and they haven't responded, I would call Airbnb and ask them to contact the guest.

If you don't have self check in and have to go out message the guest via Airbnb messaging and their mobile and explain it is two hours past their agreed check in  and you have previous arrangements and ask them to contact you on your mobile and you will return ASAP to help them check in (or give them a time slot after which you will return)

By the way are they flying in ? If you have their flight number or know where they are flying in from check the flight.

[Ruth459]

Thanks Helen

I messaged them through Air bnb twice with no response & was just trying to ask for Air bnb help when they arrived. I did say that they were 2 hours late & had messaged, didn't get an explanation though, never mind an apology. They're a couple, she had made the booking but doesnt speak English. He was very direct in manner, I think the scene was set early on!

Thanks v much for helping!

Ruth

[Branka-and-Silvia0]

@Ruth459 

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