My guest hasn't checked out and isn't responding to messages

[Juliet1]

My very charming guest hasn't checked out as scheduled today. I've sent her a couple of messages this morning, first a standard one to let her know what to do with her key - and then a slightly more concerned one to tell her I need to get her room ready as I have another guest arriving.

I'm wondering if she has actually forgotten she only booked until today - LOL.

My plan is to pack up her stuff and put it in the hall after messaging her to let her know.

Just wanted to check if anyone else has had this problem as handling other people's stuff is a sensitive issue!

Thanks, Juliet

[Helen3]

Hi @Juliet1 

It looks like you share your home with your guest so I presume you know that she has gone out for the day. Have you tried giving her a call? I would  call and leave a message and give her a deadline by which she will need to return to clear the room or you will need to pack for her. 

I would photograph the room before you do this to show what was in it before you pack and then photograph the packed items in the hallway.

Also give Airbnb a call to flag this with them.

[Anonymous]

@Juliet1  I agree 100% with all of @Helen3 's advice here.

You have every right to remove the guest's belongings from the room, but that probably won't stop her from being cross about it. At this point, though, you have to make the next guest the first priority.

[Juliet1]

Thanks @Anonymous @Helen3 

I reported this to AirBnb and they have been really prompt in getting back to me. They tried to contact the guest and had as little luck as me as she wasn't answering messages or phone. They advised taking photos, as you also suggested.

In the meantime, the guest finally phoned me, full of apologies - she thought she'd booked until tomorrow!

All's well that ends well (so far). She gave me permission to clear her stuff and she'll pick it up after work, I'll also take photos.

I'm just relieved she hasn't been run over by a bus - and I now know what to do if it happens again 🙂