Hi all
First time posting. I'm a super host and have been hosting for over 12 years - long before Airbnb - I typically host 1-3 month stays.
For various & necessary reasons, my listing is pretty strict and I have a lot of rules. These are all posted clearly on my listing and I do not utilize instabook (We are not for everybody- but have a great rapport with the vast majority of our guests who choose our home after reading the listing carefully).
I recently had a guest start to be beligerent and unaware of the particulars of my listing - after he reserved a 21 day reservation- ( I do believe it is the guests' responsibility to read the listing). I told him I thought it may be best for both of us if he made other reservations - at which point he called me from oversees and proved himself even more beligerent and entitled. I hung up and called Airbnb - it was still days away from his arrival date - I said I would like to cancel the reservation - Airbnb stated I would be penalized if I canceled - I had to wait until his arrival and if he broke the rules (that he was clearly not hearing or agreeing to), then I could ask him to leave without penalty. Not a very comfortable situation and I was disappointed with Airbnb's response.
I won't go into the drama, but he has broken quite a few of the rules - starting with trying to arrive hours before check in time and his room being ready, having additional guests in our home, and trespassing on neighbors' property, which I review carefully with each guest multiple times - he just does not "agree" with it. I have communicated with him via Airbnb platform to create a "paper trail" of some of these issues. He is so awful my other guest - who had an open ended reservation - (not through Airbnb) decided to leave. He has another week left in his reservation. He is already questioning his check out time & procedure and looking for all kinds of exceptions (which is his MO). I believe he has already broken enough rules to warrent canceling his reservation ( I have not listed all of his transgressions here ).
I did not ask him to leave last week as
#1 - it is really uncomfortable and I have never had to do this in 12 years - I spoke with him a few times and tried to give him multiple chances - I strive to make it work with all my guests.
#2 - my partner happened to be out of town and I was not sure it was wise to inititiate without more back up -
#3 - once I tell him he needs to leave - I feel it needs to happen right away - as he is ikely to be quite mad - he does not respond to requests, explanations or communication - he seems quite "off".
#4 - I am also concerned that if he makes a big fuss and either he or I call the police - it will be problematic going forward as my town is already trying to ban AIrbnb - there are a lot of social media conversations already (that don't include me). If it makes it in to the police blotter - it could have long term repercussions for my ongoing business ......
I am so annoyed that this one person could dismantle everything I have worked for over a 12 year period...... including the Airbnb "penalties" and review that may also be a consequence...
On the day he is due to check out - I have to go out of town - he is continually asking for exceptions and stating he has other needs. I clearly gave him 2 options for checking out by 10 AM - both offers include our assisiting him (which we often do) but they have clear boundaries. His response is "I will see" , " I have to think about it" - he refuses to understand there are no other options. He must check out by 10 AM on the day his reservation ends. I can't go out of town with this guy refusing to leave - and I can't be delayed by his actions that morning. It is the final straw for me. I want him to leave this weekend.
This situation has never come up for me.....
I could use some advice.... I feel once I tell him he has to leave,. he should leave very soon, as he may become more problematic.
But it also seems harsh not to give him some time to find a place to go - have any of you expeienced this before ?
I was thinking perhaps this weekend - as it would interfere less with his work schedule (all my guests come here for work, not leisure).
What help can I expect to receive from Airbnb ?
Any general advice for moving forward ?
I want to do the least amount of harm for all involved - but I have to get in front of this before he creates even more problems....
Thank so much for reading - I look forward to hearing any experiences and/or suggestions.
Best,
Maureen