My guest doesn't want to check out and not replying me

[Chengyu0]

Hi, I have been a host on Airbnb for one year and now I am having a quite difficult guest who doesn't reply my messages and refuse to set up a check out time.

She is supposed to check out 27th June, so on 24th June I sent her a message to ask a more specific time she would like to check out so I can come to check the room and collect keys. (I am not a live in host and there is only one key which my guest is using now). She suddenly said she would like to stay 10 days more but the room has already booked by others from 30th. So I told her sorry it is not available. And then she made a seies of unreasonable complaints including the bathroom is shared, there is no computer in the room, etc. However, I have cleaed stated in the description part that the kitchen and bathroom is shared with two other of my flatmates and I never said there will be computer in my room. She asked for a refund, but I refused and asked again when you would like to check out.

Now is already the end of 26th, I still haven't heard anything back from her. I am very lost now and don't know what to do.

Since she has the only key, I will not be able to enter the flat if she keep not replying...

Should I contact Airbnb now or should I wait till tomorrow 27th to see what will happen? 

Thank you all for reading such my long questions.

Any suggestions would be great. I am an international student and not very familiar with the law here in the UK and also not sure if this is a thing I could go for help from police.

Thank you agian.

[Andrea9]

@Chengyu0

Best is if you contact Airbnb asap. Personally I'd call them.

The earlier they know, the better. Also advisable because it feels like your guest is trying to hold you 'ransom'.

Is the exchange with her on the booking message page? Because that serves as record of proof that Airbnb has insight into.

So also good to remember to recap any verbal or off-site exchanges as Airbnb message to show how you tried to solve the problems.

I'd definitely call them.

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165/highlight/f...

Good luck.

[Chengyu0]

Hi Andrea,

Thank you very much for your help. I will try to contact Airbnb asap.

I have all conversations with my guest through Airbnb app, because I felt she is a bit difficult quite early. So even though she tried to send me messages through my personal email or text me, I never directly reply but describe her questions again and answer her through Airbnb.

Best wishes,

Chengyu

[Branka-and-Silvia0]

@Chengyu0 you should make another copy of your key before you get another guest. First of all you need it for situations like this one and also if your guest lose the key (it happens often)

Did she checked out today?

[Chengyu0]

Thank you! 

Yes I got another key now. I should have done this earlier.

[Annette33]

@Chengyu0 , good luck with getting that person out, she sounds like bad news! If you don't hear from her, as unpleasant as it is, just go over there and gain access to the place (perhaps one of the other room mates is there that can let you in?) and have her vacate the premises. Might be a good idea to also take a friend along...

For the future, obviously you are getting another key made. And even with a 14 day min. rental, you might want to consider setting defined check in and check out times, that would help clarify things a bit and you wouldn't have to deal with people who think they can stay til midnight... Nothing wrong with  making 11 am your check out time and putting it into your house rules.

Good luck tomorrow!

[Quincy]

Hey @Chengyu0,

I'm sorry to hear about this. 

How did it go? 

Please let us know! 

[Chengyu0]

Thank you all! Last two days was such a mess...Here is the update of what happened

Follow your kind suggestions, I first called Airbnb cunstomer service, but..I waited for one hour...not one picked it up...

I then dropped a message in the midnight of 26th to my guest saying since I have not hear back from her for a long time so I will go to the flat at 6:30pm 27th and hope to see her there, if not I will have to charge her a late check out fee. On 27th morning I received her reply saying she has left already and locked my keys in the room...

After two days I finally get in touch with one of the flatmates and he let me in. I was shocked by my room condition, big bag of trash, kettle was missing, sofa and desk were moved to other side of room, TV was tucked into the narrow underbed space, floor was so dirty and full of hair even cigarette ash...I even had a complaint from the old lady living downstairs that she made such a loud noise moving furniture and throwing things. I apologised and asked when was that, she told me it was 26th night, I was really angry because she did it just one night before check out I cannot help thinking that she did it on purpose.

During her stay I did refuse several times of her unreasonable requsts including: one day before check in she asked for change stay from 14days to 5 days and full refund for it, but I set up my listing of minimum 14 days and strict cancellation rule. She asked my to buy juice and charger adapter and lighter for her...and to stay ten days more. 

Sorry about being more and more emotional even writing this...I have never seen sch a guest before, most guests I have are really nice people. I am a student so I only rent out my room when uni is in holiday. My price is quite cheap just to cover my rent when I am away and I'm not making any money from it to be honest...

By the way, I have sent Airbnb Customer Service an emial about this issue and still waiting for their reply.

Thank you all very much for giving my advices.

Hope such thing will never happen to other hosts.

Best wishs,

Chengyu