Help! Guest left halfway through reservation and won’t return the keys!

[Harriet74]

Hello! 

Been hosting guests for about 2 months now and am just about to earn my Superhost badge! 

I have an issue with the guests who are currently booked with me. They arrived 8 days ago for a 15 night stay- I thought they were going to be great... seemed lovely... except they started taking 45 min showers at 11pm at night and kept the heaters on day and night in their rooms, they also just stayed in the communal areas at all hours and left areas messy.  Not the end of the world just lacked common decency and I felt abit taken advantage of with the heater situation. 

I asked them to please respect the other guests in the house so that we wouldn’t run out of hot water and asked them to please shower before 9:30 so my flatmate and I could get to sleep instead of hearing them use the bathroom at midnight, the apologised profusely and said it wouldn’t happen again. 

About 6 days in I noticed that our electricity bill was double what it normally was and realised they’ve got the heaters on all night which is so bad. So I asked them to please respect the timers on the heaters 6-10pm and then 6am-8am and I gave them extra thick blankets they said yes that’s fine. Then I felt bad and told them that yes ok it is quite cold so they can have the heaters on overnight- even though it’s dangerous!

Then yesterday I get home from work and they have just gone- all their stuff is packed up and they’ve left halfway through the reservation. I jumped for joy but then realised they hadn’t left the key! 

I messaged her politely this morning to please return the keys now that they’ve checked out and she said “I booked the room till the 26th and will return the keys then” 

then she said the house was too cold and too many rules, and they have booked a hotel. 

I dont know what what to do! I’ve tried contacting Airbnb but no response, and tbh I just want the keys back- makes me feel unsafe to think they still have the keys! 

She then said she will cancel the reservation and give the keys back but no indication of when! 

What should I do? There’s no way I’m giving them a refund. Did I do the right thing? Appreciate any help! 

[Mike1034]

@Harriet74 I feel very sorry to hear your story. But you may not have the right to get the keys from the guests when their reservation is still active. 

You can call Airbnb support and see if they can help you to resolve the issue and terminate the guest stay in order to get the keys back. If you don’t feel safe, you can have your lock changed if the guests don’t come back as they mentioned to you. 

[Sandra856]

Hi @Harriet74 🙂

Sorry to hear about this!

Maybe you could write to your guests asking them to leave the keys in the reception of the hotel and you can pick them up yourself? I think I would try something like that. Let us know what happens.

Best, Sandra 

[Kaylee18]

@Harriet74  If their reservation is still active they still have access to the accomodation unless they have cancelled or you have cancelled. By the sounds of it, they will most likely return the key on the last day. If this is a key to the front door, I would suggest switching to an electronic lock, taking away keys altogether. 

As for the heating issue. If your listing states heating is provided, I would suggest adding in your check in information that you only allow the space heaters on at certain times of the day, that way you are up front about your expectations, rather than telling them during their stay. Or you can take away the space heaters all together (to avoid the unsafe part) and keep the house at "room temperature" and just make that known. 

Best of luck! and you have a beautiful home ❤️ 

[Mark116]

@Harriet74  It doesn't sound like it's an unsafe situation, I think your priority should be getting on record that the guest has left, has not cancelled and has said they intend to keep the keys, getting all of this on record w/airbnb to prevent them asking for and getting a refund.  You would also want to get on record w/the airbnb platform their reasons...too cold despite running the heat 24/7 and 'too many rules' as more evidence that they should not get a refund. 

[Harriet74]

Thank you so much everyone- it’s been great to feel part of the hosting community and really appreciate all your answers and suggestions! Airbnb has actually been really helpful and have reached out to the guest to get the keys from her and have cancelled her reservation. So a happy ending- appreciate it!