What would you do?

[Krystle5]

I had a reservation request from a neighbor a few months back about renting my place for her daughter And her daughter's bridesmaids. She didn't have money at the time so I told her not to worry...I would block the dates and she could pay once we got closer to the reservation. Well over that time we have blocked and unblocked dates on the calendar due to maintenance and what not. Well during the blocking and unblocking my husband unblocked her requested dates and others booked.  Well today she reached out about her reservation and I realized my error and felt awful. I explained the situation and she is ANGRY.  She wants me to cancel the other reservation and honor hers. I even found another place and offered to pay! Nope. She says she will turn the neighbors against me...wants me to write a letter to her daughter and explain why I've ruined her wedding on and on and on. I've never met this woman....I live in a different state and we are new to the area where out Airbnb is. But since she is a neighbor I should  take care of her and be neighborly. Keep in mind her tone is super nasty. I called Airbnb for help but they told me all I could do was apologize. This woman is getting more angry by the minute.  Suggestions? She's borderline harassing me now. I know I screwed up royally but nothing short of cancelling the other reservation will make her happy. The other guests are from out of town and coming in for their daughters wedding. Love is NOT in the air though:)

[Alice-and-Jeff0]

@Krystle5 - do as Airbnb suggests and if you are having any conversations with her off the platform, stop right now and only communicate with this person via the website or app. If you have the texts or emails, I'd copy them right into an Airbnb email and tell the guest that you would like to make sure you are only talking via the portal so all the conversations are in one place.  This will also help if she's persistant at reaching out to you over and over.  Since she is threatening you, "turning the neighbors against you" is essentially extortion, make sure you flag these communications for Airbnb to take note.  https://www.airbnb.com/help/article/548/what-is-airbnb-s-extortion-policy

You've learned a very valuable lesson never to hold reservations for anyone.  Additionally, if the guest who books is not staying at the property, that is a third-party booking and not allowed on Airbnb.  https://www.airbnb.com/help/article/1311/who-can-book-trips-on-behalf-of-someone-else.  Finally, your listing says very clearly no parties or events - right now there is a very good thread helping all of us remember to follow our own house rules and not break them in an effort to please our guests.  https://community.withairbnb.com/t5/Hosting/Do-Not-Break-Your-Own-Rules/m-p/448901#M101617 .  Finally, when someone doesn't have the money to book the property they want at the time they want it, this is a giant red flag that the guest is going to be difficult and a problem.  http://globalhosting.freeforums.net/thread/455/red-flags-hosts

Good luck. 

[Linda108]

@Krystle5  I agree with everything @Alice-and-Jeff0 have stated.  It seems you have done all you can to appease this person.  Weddings seem to bring out the worst in everyone involved, so after you summarize all the communication on the Air BNB message system, just end the conversation.

[Krystle5]

Thank you....yes great suggestions. I'm staying at my Airbnb property for the rest of the month which she knows so we will see what happens from here. Definitely keep all communications over the Airbnb platform. My last communication to her was another apology, the offer to pay for her daughter to stay at a nearby Airbnb property and that's when she came back at me and said that wasn't good enough and the comment about turning the neighbors against me and that she will deal with this more tomorrow. I did not respond. Thanks again for the suggestions and support.