guests feel their room has been ransacked

[Dina40]

I have 2 argentinean guests staying for a month. They are at work everyday, I made sure I stayed with them to settle them in and make them feel comfortable, after a week I asked how they would feel if I went away for 4 days, I asked them repeatedly and if not ok I wouldnt have gone. they were insistent that they were fine and toldme to go.

I received a txt at 6.28pm today (17.01.2017) saying they wanted me to come home as they felt someone had gone through their room yesterday (16.01.2017) while they were at work (they normally get home from work around 3pmish).

They felt that some of their things had been put in different places from where they had put them e.g. Jewellery. Apparently nothing has gone missing at all.

They said they had an unsettled night and went away for the day today and didnt contact me until this evening!

I answered by ringing them immediately. I am shocked that this may have happened.

I said to them why didnt they contact me immediately as I have told them I am available 24/7 for any reason. I find this puzzling, surely if you feel your room may have been "gone through"you contact the host immediately regardless of the time etc.

I asked them to just settle down, lock the house and stay their, they have refused this.

They are apparently staying elsewhere from tonight and would not say where.

I have arranged to meet with them when I am back on friday (20.01.2017) when they are back from work.

They have intimated they would like to resolve this issue, I asked them to explain what they mean by resolve and they hinted to a refund of the money for the time they are not staying.

They are already having the room and the run of the house for a greatly reduced figure, Help, I need advice. I am absolutely shocked, stunned and haver never had anything like this happen before. I thought the neighbourhood was safe and quiet

[Helen3]

I am sorry this has happened and it all sounds very odd.

I would make sure you keep your contact to Airbnb messaging.

It sounds like they might have decided to stay elsewhere and are looking for an excuse to get out of their current arrangement.

Whether you were staying at home or not, doesn't mean you will be there 24/7, so even if you were at your home, that doesn't stop it from being robbed if you are out.

I wouldn't leave this situation till Friday

I would contact them via BNB now and say you are sorry to hear that they feel that the property was broken into and someone went through their items. And that if this is the case it will need to be reported to the police  immediately, who will be able to check to see if there are any signs of forced entry. Reiterate that you are suprised that they waited 24 hours to let you know that they felt the place had been broken into as this is a security risk not just for them but for you as the host.

I would then call Airbnb and explain the circumstances and ask for their advice. If they decide to cancel then I wouldn't offer a refund, or just say that if  you are able to relet the property you will consider a refund minus the full daily rate for the nights they have stayed, plus cleaning.

[Lilian20]

Sounds very odd indeed.

Guests are sometimes able to come up with elaborated stories in order to make themselves feel good to work out things the way they like it. 

[Jess21]

Agreed... "ransacking" sounds like something they came up with so as to not have to report a full on break in and theft to the police. Sounds suspect to me.....