My very first guests are not following my house rules, what do I do?

[Olivia65]

Hi there,

I have recently listed my home on Airbnb, and currently have my first guests staying at the property, they have been in since the 19th January, and are only leaving on the 19th of February.

They are not following my house rules, with regards to my alarm, it is supposed to be turned on before they go to sleep, I am living on the same property in the apartment above the guests, both apartments work on the same alarm system, as it works with outside beams, but I can only arm the alarm once the guests have closed their kitchen door downstairs (all doors need to be closed to arm the alarm, but windows can stay open) They do not close this door until after 2am, but I go to sleep around 10pm, so I have to keep getting up to look out my window to see whether they have closed the door or not. They have been told what to do and I have sent them reminder messages, but they just dont care.

They are also not taking out their trash or recycling, I have offered to do this for them if they just put it outside their front door, the evening before collection days, or the morning of, and I will take it out into the street for them. But they dont do this either.

They are also not following the noise rules, my listing says to please not make a noise between 10pm and 7am, but they make the most noise between 12am and 3am, I cannot get any sleep with them staying in the apartment below me, and I need to get up for work in the morning. I'm worried the neighbours are going to complain soon.

They have also damaged all my brand new bed linen and towels, (as they are my first two guests, everything was brand new before they arrived) there were huge amounts of blood on the sheets (period blood) which they didnt have the decency to wash off, even though there is a washing machine in the apartment with detergent provided. They let the blood dry, and I dont know for how many days it was like that, because I couldnt get the stains out, if they had just washed it while the blood was still wet, it would have come out. I think this is ABSOLUTELY DISGUSTING to expect someone else to clean up this kind of mess for you, what kind of filthy human would expect someone else to clean that up. The woman was confronted about this but did not apologise or show any signs of embarrasment. Never did I think I'd have to experience something like this! The next linen change is on Thursday, and I'm scared to see what I will find this time!

Can I ask them to leave for not following my house rules? What penalties will I incur if I do ask them to leave, and how do I go about asking them to leave?

Please Help?

Thanks,

Olivia

[Crystal40]

I met the guest similar as yours, but you could remind them in a friendly way.  If they keep doing the things wrong, just repeat and remind to your guests.  I would encourage you to write the honest review. But try to not get in touch with them with too strong voices.

[Branka-and-Silvia0]

contact ABB via twiter or facebook or email and ask ABB to terminate this reservation because of night noise, trash building up in the apartment and alarm.

I don't think bloody sheets are the reason for cancelling. Just wash them with bleech 

If their stay is terminated-cancelled they will not be able to leave a review and will not get a refund.

[Helen3]

Hello @Olivia65

I am sorry you have had such a bad experience with your first guests.

If you have messaged them through BNB to remind them of the house rules they are breaking and they continue to break them you can ask BNB to cancel their reservation.

Give Airbnb a call and let them know what has happened. They have broken three of your rules on an ongoing basis so you have good reason to ask BNB to cancel and find the guests more suitable accommodation.

If you don't have contact details they are all listed in the second post in this forum that you are posting in.

Do let us know how it goes.

Good luck.

[Olivia65]

Hi Helen,

How do I get hold of Airbnb if I cant get through on the phone number? There are more damaged items today now that the housekeeper has gone in, all the walls have marks on too.

Is there another way of contacting Airbnb.

Thanks

[Linda108]

@Olivia65  What a beautiful space you have!  I am sorry your first experience is with guests that are so inconsiderate and disrespectful.  I agree with the other hosts who urge you to contact  Air BNB to seek relocation of these guests.  I do hope you used the Air BNB system to communicate with the guests as this is essential for Air BNB to be able to support you.

When a host has a negative guest experience it is a time to look at any weaknesses in our guest approval process, guest orientation and listing set up.  I see that you have Instant Booking enabled and suggest you turn it off until you have more experience with this platform and guests.  Also, be sure your rules are in hard copy and posted in the listing.  Perhaps you need to look at how your alarm system is set up as it is critical that your property is protected while you are at work.  

Please keep us posted on how this issue works out for you.  Good luck!!

[Olivia65]

Hi Linda,

Thanks for your reply.

I have contacted Airbnb via twitter and email, just waiting for a response now, I couldnt get through on the phone number. 

I'm besides myself today as the housekeeper has gone in and there is blood on the other set of linen and towels now too, dirty marks all over the newly painted walls, and big chips out of the one pillar, the bolts on the back door to the street were open, and she still didn't put the alarm on after I asked her nicely.

She has turned around to me now and said that basic ammenities weren't provided, like toilet paper, and that the linen wasn't changed. The two sets of linen I have aren't even similar looking, and the towels are different colours, so I dont know how she cannot see that it was all changed, she is lying. I provided her with 6 rolls of toilet paper, soap, shampoo, body wash, body lotion, hand wash in the bathroom and in the kitchen, dishwashing liquid, dishwashing tablets for the dishwasher, washing detergent for the washing machine, cleaning wipes for the stove, salt and pepper, tea, coffee, sugar, biscuits, 2 x cloths, 2 x scourers, and more. I dont understand how she can say this, (I even supplied everything in full, so that she wouldn't run out, and have to go buy replacements.)