Advise needed to handle this guest

[Summer10]

1.) In my terms and conditions, I mentioned that I need to have a copy of identification proof. During the check-in, I overlooked to get a copy of her passport. It has since been 2 weeks already, she is still not emailing a copy to me, saying that her company is holding to her passport. I recalled she has a soft copy in her email. And despite my repeated reminders, she is not emailing me a copy of her identification.
- how can I get a copy of her identification proof now?

2.) my apartment provides housekeeping and it was arrangement with her on Tuesday and Friday (subjected to changes). My helper quit on me because this guest is quite messy. Hence, I have to do it on my own and due to my schedule, I had to do it on Monday (yesterday). Because of my schedule and my speed, before I can complete the housekeeping, she was back. She threatened to complain to airbnb that I had intruded on her privacy. Since, I shouldn't be around when she is in. I felt that it was quite ridiculous for her to suggest that, since I am the owner and I was cleaning up a big mess left by her. It turned out that a guy was also in the apartment (she passed another set of key to him, without informing me). I suspected her anger was to cover her guilt that there was a guy in the apartment.
- did I breach Airbnb's policy of intruding privacy, if I am doing housekeeping and I do want to meet her to have a copy of her identification. In the first place, is there a policy from Airbnb that does not allow the owner to enter his own premises?
- do I have any safeguard to cover myself in the event of an unjust complaint?
- that guy is clearly staying overnight in my apartment without my knowledge, is there anything I can do?

Appreciate if someone can advise me the above.
It is quite disturbing that I might have breached Airbnb policy.

Maybe Airbnb is not my cup of tea, first time, I have such long booking and it is giving me so much problems.

Thank you very much in advance.

[Gerry-And-Rashid0]

@Summer10

You should always make the guest aware when you are going to enter the property. You don't have an automatic right to do so when you are renting out an entire property. I think you are  right that she was angry because she was covering up for the guy staying there.

If you are 100% sure that he is staying then contact her on the platform and remind her that she has only booked for one person and ask if someone else is staying. Depending on her response then you can either ask her to leave, contact AirBnB to get them to do so or carry on with the booking (or amend the booking for two people)

Make sure that you notifiy her in advance of times and dates when you will be cleaning.

As for the copy of ID, my feeling is that you missed the chance and if your guest was a good one, you wouldn't be chasing (unless it is a legal requirement for you to obtain this).

How do you know she has a soft copy in her email? Seems strange you would know this...

[Goh-Peng-Yang0]

Thank you for your reply.

Anyway, her anger was that I should not be in the apartment when she is in. She allows me to come and do housekeeping any time when she is in office.

Just that I was a bit slow that because of the mess she created and I wanted to talk to her on getting a copy of her passport.

She did leave her passport on the table last Friday, but i didn't take a pic or a copy. Since I didn't have her permission to do so.

On the day, of the check-in, she mentioned that she had a soft copy in her email.

Now I am just waiting for her to check-out. My helper refuses to work, as long as this guest is around. She is very messy and untidy.

[Paul154]

Sorry you've had such an unpleasant experience for your first time.

Please chalk it up to "live and learn". Take the loss and look forward to the excellent guests who will be coming in the future.

Early on, I too took in long term guests. I was excited about the stability of long term income.

I had not yet had the experience that Airbnb's amazing marketing can fill your calendar up quite well with  a continuous parade of higher quality/short term guests.

Long term tenants tend to take-over your property and demand lots of things. 

Also reconsider trying to provide hotel cleaning services. Few hosts do, at least not for free.

[Goh-Peng-Yang0]

I didn't know that we can charge for housekeeping?

Where can we put down the charges?

I have engaged professional cleaners to do deep cleaning and painting after she checked out. The walls are stained by her cooking and food. My white towels have turned pinkish colour because of the toys colouring of her niece and nephew. My marble flooring is permanently stained by her tea (she spilled the tea on the floor and didn't bother to clean up at all)

Can I ask, if the host mentioned "housekeeping" provided, does the guest need to do any basic cleaning, etc, like clean up the tea that was spilled on the floor?

Or if housekeeping is provided. The guest doesn't need to clean up anything at all.

Hope someone can let me know on this housekeeping standard.

Thanks.