Refusing a late arrival and possible review

[Robert613]

Our check in window is from 3-8 PM. It is stated in our listings as well as in the email confirmation we send immediately after they book. It also states that late arrivals must be approved before booking. We had an instance yesterday where a guest booked and they received the usual reminder about check in. They did not respond. Today, when it was 6:00 p.m. with no word on their arrival still, I sent them another message reminding them about the check in time. Immediately they messaged and said, "We got a late start and can't be there until 11:30 p.m. Can you accommodate us?" My response was, "No." Three and half hours late with no prior communication until I prodded it along indicated to me that there would be no guarantee they would even arrive by then. 

I explained we cannot do self check in and since we have a large house with multiple guests staying in rooms, we need to meet the guests and escort them to their room so that there is no confusion. Also, we do not want to disturb other guests with someone entering the house that late. Two of our guests are nurses who work 12 hour shifts and I am respectful of the quiet time I have posted for their comfort. The guest immediately called and kept asking for the late check in but I held firm. They were driving from Maryland and we are in North Carolina. The moment they left Maryland, they knew they would not be arriving on time and should have reached out immediately. I might have allowed them to cancel with a refund at that time but I am not sympathetic to those I had to continually prompt into communicating with me.

I contacted Airbnb customer service and they said the guest cannot review if they did not stay. I have read many posts on here where the guest COULD do that. Have any of you had experience with this.

[Helen3]

If you look at T&Cs on Airbnb Help Centre you will see guests and hosts can review if guests /hosts cancel within 24 hours of arrival. So they can absolutely review you.

in general it's always a good idea to familiarise yourself with the basics around how managing your STR business on Airbnb work  - like reviews, cancellations, IB etc. by reading up Q&As on the Help Centre - rather than relying on advice from you what are often poorly trained customer services staff @Robert613 

[Robert613]

There was no cancellation on their part nor did we cancel. Therefore, it should be treated as a no show.

[Gordon0]

I don't believe there's a 'no show' policy, and it will be as if the guest stayed (in which case they'll be able to review you), @Robert613. You may have to call Airbnb to argue the toss as/when a review appears. 

[Gordon0]

FWIW, @Robert613, this scenario really rattles my cage and I stand firm with my arrival window when it comes to evenings. And you so know these lot would have turned up at after midnight having stopped off for a bite to eat! Well done you.

[Emilia42]

@Robert613 

Unfortunately, the guest will still be able to review you. It's not a good policy but it's Airbnb's policy. If I were you, I would wait until the very last minute on the 14th day in hopes that your review does not trigger them to leave one. If they leave a review for you, your only option is to respond and then hope that they somehow break Airbnb's content policy and that a CS rep will remove it. 

Side note: did the guest show up at all? I would have been nervous they would have arrived anyway around midnight demanding to check-in. At least they respected your "No" to some extent.