Problematic guest

[Ricardo294]

I need help with a guest that is refusing to let me make the arrangements for the hurricane Irma in my apartment. Is there something I can do? What's the thing to do? Cancel the reservation? Call the police?

[Alice-and-Jeff0 · Accepted solution]

@Ricardo294 - You certainly can cancel the guest and file for an Extenuating Circumstances exception.  If you choose to do that, you would need to contact Airbnb directly before you cancel the reservation.  

Personally, I would tell the guest that under the circumstances you would like them to stay instead of cancelling them outright resulting int them being out on the street because they won't allow you access.  Explain, in detail, what you need do is get into the apartment secured for the storm.  Make sure you have this conversation via the Airbnb email system and no where else.  If they are refusing to allow you to access the apartment to make these changes, contact Airbnb immediately.  

https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstances-policy

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245

[Ricardo294]

Thanks Alice and Jeff, I'm going to do that.