Overstay and Robbery

[David1411]

Hi, everyone. A family booked our apartment in Buenos Aires from Wed 23 August to Sun 27 August. (They paid) Then, they asked us to stay five more nights, and we agreed. They said they were having some issues with Airbnb and that they couldn't send me the payment on the first night. I insisted they should send me the payment. Yesterday, we went to the apartment to collect the keys and they said they would send us the money through Airbnb that same day. (We tried to be kind to them because, allegedly, the man had been attacked when withdrawing money from an ATM the day before.)

They have not sent us the money. They are not returning our calls. Phone is out of service. And, on top of that, they stole an electric grinder that was in a box.

What should I do? This is our first time hosting through Airbnb. Thank you so much! David.

[David1411]

The guest has 8 verifications and 1 positive review.

[David126]

You can make a claim for the grinder through the resolution center, not sure you will get an joy.

Too late now but I doubt they will pay for the additional days now, the way to deal with this was to amend the booking and get their agreement and payment before you let them stay.

[Cathy172]

@David126@David1411 Can you walk me through how you would update the reservation? Would you ask them to check out until the update is made? Just asking so I'm ready if this situation arises.

[David126]

https://www.airbnb.com/help/article/50/i-m-a-host--how-do-i-make-a-change-to-a-confirmed-reservation

[Marzena4]

Hello @David1411. The incident took place AFTER their stay as recorded by airbnb, so I guess you were not covered by Airbnb Host Guarantee at that time.

[City-Limits-Ranch0]

You should send an alteration WHEN they request to stay. 

If they can't accept it (for any reason) they have to go. They can move to a hotel with their imaginary cash.

If they don't accept the alteration then call Airbnb to put pressure on them to accept and pay or go.  If they don't check out by the check out time on their reservation, call the police.  At that point they are trespassing.

Sometimes the website glitches and doesn't send through the alteration.  In that case call Airbnb and have a representative make it work.

You will have a hard time getting resolution with small items that they take unless you have an check in and check out list and go over it with them and get their signature when they check in that the items are there, and have your representative or yourself check them out in person.  They will just say they never saw it.  We don't do this, we just trust them and so far have lost a small cutting board and a screwdriver.  I was fond of the screwdriver, it was probably sevnty years old and belonged to my father.