What happens if a host has to cancel due to guests breaking house rules?

[Sarah2492]

As title really. 

If guests have checked in, and are in your property, but are breaking the house rules, what can you do? And where do you stand?

Many Thanks

[Helen3]

You haven't given us enough information to go on. @Sarah2492  How serious is it?

You can point out to them what rules they are breaking and depending on what they have done warn them if it happens again, you will ask Airbnb to cancel the booking. Follow up any conversations on Airbnb.

[Alexandra316]

@Sarah2492 Have you spoken to the guests about the rule that they're breaking, or do you feel that it's something that can be resolved? I would try that first, if it's safe and feasible to do so.

If this isn't feasible, your next step would be to contact Airbnb and have them cancel the reservation. Explain that you are cancelling the reservation due to a rule violation, and they should cancel on your behalf without penalty. You will not receive a payout for any cancelled nights: the guest will be refunded.

Good luck with it! I hope it goes smoothly.  

[Kelly149]

@Sarah2492 So many different layers here...

yes, you could probably get ABB to agree to cancel (but they will always try to delay and deflect and "we'd love to find a way to work this out")

After it is cancelled:

 - the guest will be refunded for the whole reservation or perhaps whatever nights they haven't used yet (depends where you are in the stay)

- you will have to get the guest out of the space (or prevent them from re-entry)

- the guest WILL be allowed to review (as will you for them)

good luck!

[Emilia42]

If a host asks a guest to leave because house rules are broken then Airbnb will get involved and refund the guest any unused nights. 

Examples:

- Guest shows up with a dog to a home which has a no pet policy. Host denies check in with the dog. Guest is refunded entirely. Guest and Host can still leave reviews of each other.

- Host catches guests smoking in room on the second night. Host ask guests to leave for breaking house rules. Airbnb refunds the additional remaining nights. Guest and Host can still leave reviews of each other.

[Alice595]

@Emilia42  That is exactly happened in a case when I had to ask the guest to leave. He was terminated at the end of the first week in his three weeks' booking. Airbnb canceled his stay and refunded his two weeks payment. Event though I have strict cancellation policy, the guest would not cancel. Airbnb canceled it and asked me if I would like to refund the unused nights. I agreed because the guest was really causing headache.

[Flavia195]

@Alice595  i did it one time. Guest told me he lost his job and my policy was stric. Guest left with his money and got next 3 weeks full refund. After I saw his review in other host page for 7$ less than mine.

Next time I will not agree with refund. 

[Kaylee18]

@Sarah2492   

If you are 100% set you are going to ask the guest to leave ALWAYS CONTACT AIRBNB first!! They will help you weigh your options. Yes they first try to come up with a solution to allow the guest to stay. If that does not work, THEY will try to contact the guest on your behalf and tell them they have violated a house rule and are being asked to leave the property. They do this to avoid any confrontation with host and guest. 

[Brenda372]

I currently have a guest where the smell of marijuana was reeking from her room. This is a no smokers house. I talked to her about it she said that she wasn't smoking in the room. This happened 3 time and 3 time I had to totally clean out the pot smell from her room. She said the smell was coming from her pipe, and her bag of pot. Also, she was putting dirty used silverware back the clean drawer, dishes as well. This person had also spilled food on the floor, I had to ask er to clean it up which she did, but she put the dirty towel back in the clean towel drawer.  I finally asked this guest to leave and got AIRBNB involved. She was a 28 night stay and she left on the 21st stay. I am still waiting on AIRBNB's help on what to do about canceling her reservation without a refund or what is best.