Guests violate House Rules, show aggressiveness, rudeness, verbal abuse, dishonesty, hatred, etc.

[Nirvana1]

I have a guest that has been behaving both aggressively and Passive Agressive. She completely ignore any and all house rules and after several calls to support Airbnb attempt to get in touch with her but she just ignore any and all communication. When I try to talk to her she starts humming really loud and then between 2am and 5 am she walks up n down the passage. To the kitchen and the toilet. Making as much noise as she can. One early morning around 3 am she stood out side my screen door which is my only sound barrier between her and my sleeping quarters. She stood there with a bottle of water glugging it down her throat and making ahhh loud sighs. She open's and bang's doors close as she continues to access the kitchen and bathroom room. Both right where my room is with ONLY a screen door. 

One night she started cooking at 22.45pm and when i got up to ask her to please quiet down and stop slamming doors. I went to the loo and I pushed the door closed. But not shut. There was a towel / bathmat between the door frame and door. She shot the door open, kicked the towel into the bathroom and slam my door shut. This, as I sat to wee. When i came out she stood right by the door with her hands on her hips. I told her not to touch my door when I am in the bathroom. She said. "You close the door, I don't want to listen to your sound effects." I was in shock. I contacted Airbnb support. As stated she just ignored their communications. Tonight her last night she (who spend every day in the room, get up around 10h30, make breakfast, eat in her room. Lunch about 3, eat in her room and then when I am getting ready for bed wants to go clenck and KLANK in the kitchen) At 9 i switch the main power of the stove of and she shouted and demanded me to put the stove on.  I told her my kitchen is closed. I am getting ready for bed. She told me she will go to the police station and have me arrested for being out of contractual agreement. I told her my house rules are a. On the listing and b. All over the walls of my home. 

She shouted again at me and told me you better put that stove on now or you will be sorry.

I contacted air bnb, no response.

What do I do in this sinario.? 

PS I have been a host for nearly 2 years. This is the 1st time I am experiencing this craziness.

Nirvana 

[Emiel1]

Hello @Nirvana1 ,

As you describe the situation a think your guest is mentally not OK. This is abnormal behaviour and if there is no change to turn it to normal (by communication), there is no other solution to cancel the reservation. This has to be done by Airbnb, but unfortunatelly they can not contact your guest. So Airbnb is not leaving you any other option then to cancel the reservation yourself and ask the guest to leave asap. Be sure Airbnb knows in written (like you did here) about the situation you are in. This guest also needs to be reported to Airbnb ("report" link on guests profile). if you are alone, mayby seek assistance from a neighbour, friend to help you in case of escallation. If you could manage to get Airbnb on the phone, maybe opportunity to ask your guest to speak to them ? 

Best regards, Emiel

[Nirvana1]

Yes that is my conclusion. From what I have witnessed at night. I go to get my cat outside and her curtains are open. She is lying on her bed having a full on conversation. Using her hands and then sudden burst into laughter. No she is not on Bluetooth device or earphones talking on her phone. Because she would jump up.  Open the cupboard doors, scratch around. Flop back on her bed and lie with her hands crossed and then suddenly start the whole talking and laughing thing. 

Th eone day that she did go out and returned about 6pm. I said "Hi, did you have a nice day".

She ignored me. Or thought she did not hear so in the Kitchen I repeat the question. She looked at me waving her finger at me and shouted. "NO... NO NOT SO MUCH TALKING PLEASE!"

So I think she is a bit strange.

Thank you for all your advice.

Luckily she is leaving today, but not after she forced by back door open and damaged the door locking mechanism. This must have been early before 7am as we were still asleep. Although she has a key for the French doors leading into the garden she forced the back door open to fetch the plastic shopping bags she washed and hang on my washing line. (Easily accessible from the French doors).

[John1080]

That is terrible and one of the worst stories I've heard. I am new, so can't offer any adivce really, but thank goodness she is leaving today. 

I wonder, to anyone reading, have you ever had to call the authorities? 

[David126 · Accepted solution]

Not with an AirBnB guest but I have had to call the Police, once.

With a situation like this it will never get better so best to terminate it asap.

[Marzena4]

@Nirvana1 Breaking the rules = breach of contract. Call the police and have the guest(s) removed. Ditto. Saves you from any other problems.

[Rene-and-Zac0]

@Nirvana1 Am I reading this correctly? We’re you going pee with the bathroom door open? 

[Nirvana1]

No.  The door was very much closed, just nit clipped in.  But was completely shut. No one could see me. 

" I went to the loo and I pushed the door closed. But not shut. There was a towel / bathmat between the door frame and door."

[John1080]

Sounds very reasonable to me. She sounds like she isn't really very stable and doesn't know how to interact with people. 

Has she gone now? 

[Nirvana1]

Yes she got in her car, started it and I ran outside to ask me keys. She held them up Dangling it and said. I am not done. I am moving my car. I secured my property gate to which she has a key so she can't enter the property. I checked the room and there was nothing left of hers. I waited at my front door and 10 min larer (exactly 10am, checking out time) she tried her key at the gate and I opened the door and asked her to pass me the keys. 

She handed me the keys ans said. "Thank you very a really lovely stay. It was wonderful being here." 

I just closed the door. 

End of a crazy guest saga. But I will claim for my damaged back door.

Thank you everyone for your feedback and connect

Nirvana 

❤️

[Sarah977]

I'd have called the police to remove her.

[John1080]

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@Sarah977wrote:

I'd have called the police to remove her.

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I think I would have done the same. 

[Branka-and-Silvia0]

@Nirvana1 I've seen similar posts here on CC and got the impression that Airbnb can not and will not effectively and quickly remove any terrible guest from our homes. Kicking such guest out of our property is our job and we have to do it with some help from the police or our friends if neccessary. 

[Rosemarie9]

I cancelled a guest early in my hosting career when she refused to pick up her key and went out instead all night expecting me to wait for her to check in. I kept getting incoherent text messages when I tried to reach her, that continually got worse. At midnight I'd had enough so airbnb agreed to cancel. She turns up at nearly 1pm drugged to the hilt after driving from Cork. Waking up neighbourhood with slamming doors, luckily my ex got to the gate and blocked access because she was going to come in anyway. Had police number dialled, but luckily she left finally.

Had a prostitute kicked out and told airbnb after the fact, wasn't going to take that garbage and wait on hold to speak to robots. Luckily averted police again because they left. 

This weekend I should have called police after a couple were fighting, but being st Patrick's day here I would be waiting to morning for them to arrive so called airbnb and told them I was not going to host them after the morning. Being alone now it is scary when something kicks off, we are not paid enough for this rubbish. The woman of the couple was trying on a scam I am pretty sure by saying heating not on and working, i felt vulnerable going into the apartment to check radiators. Did not like her aggressive nature and after her husband called her every name under the sun earlier, i didnt really trust either of them. They were so weird and she was so sulky about something before she arrived. I have noticed quite a few unstable guests turning up even with reviews and they are all mature in age. Who do you trust? You really have to act on your gut.

[Nirvana1]

It's time to go to Airbnb social pages like Facebook and Twitter. This forum is only seen by a handful already registered and hosting.

@Airbnb2 #Hosthorror #hostpenalised

If you have a main switch for the stove switch it off. Hopefully that would help. I have new rules. Only basic warming of food. No cooking. Trust me when I tell you most hotels niw put penalties on people for all sorts if things. The advantage is they already have a copy of their credit card or cash deposit. We should have more control and get a cash deposit. Guests must sign when checking in that they understand and agree to the rules and will be fined accordingly if and when any of those rules are not respected. 

❤️ Nirvana ❤️

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@Rosemarie9wrote:

I cancelled a guest early in my hosting career when she refused to pick up her key and went out instead all night expecting me to wait for her to check in. I kept getting incoherent text messages when I tried to reach her, that continually got worse. At midnight I'd had enough so airbnb agreed to cancel. She turns up at nearly 1pm drugged to the hilt after driving from Cork. Waking up neighbourhood with slamming doors, luckily my ex got to the gate and blocked access because she was going to come in anyway. Had police number dialled, but luckily she left finally.

Had a prostitute kicked out and told airbnb after the fact, wasn't going to take that garbage and wait on hold to speak to robots. Luckily averted police again because they left. 

This weekend I should have called police after a couple were fighting, but being st Patrick's day here I would be waiting to morning for them to arrive so called airbnb and told them I was not going to host them after the morning. Being alone now it is scary when something kicks off, we are not paid enough for this rubbish. The woman of the couple was trying on a scam I am pretty sure by saying heating not on and working, i felt vulnerable going into the apartment to check radiators. Did not like her aggressive nature and after her husband called her every name under the sun earlier, i didnt really trust either of them. They were so weird and she was so sulky about something before she arrived. I have noticed quite a few unstable guests turning up even with reviews and they are all mature in age. Who do you trust? You really have to act on your gut.

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