Cancel Booking for someone that is already here

[Paula116]

Hi there I need some help regarding a guest. We have been doing airbnb for quite sometime now and never came accross something like this. The guest is from a culturally diverse background which makes things harder. She arrived late last night and booked a room for only herself. She got here with her son which was the first problem claiming that she was not able to book for two people. The thing is that she never mentioned anything about this on her messages and we were quite surprised letting the boy stay. Since their arrival, they have been incredibly loud and disruptive specially at nights which makes it hard on us as we both work early morning. 

We do not know if we are able to cancel without any penalties as she is breaching some of our house rules and it is not respecting our privacy and space. 

Is there an airbnb email where we are able to contact them directly to see how we are able to solve this issue?

Any help will be greatly appreciated. 

Kind Regards

Paula

[Alice-and-Jeff0]

If she arrived last night with an extra guest that she did not let you know about, she is already in violation since you charge for an extra guest on both your properties.  You could have, and probably should have, not allowed her to check in with her boy in tow.  However they are now there.  

They've only been there one night? Is she willing to pay the extra fees?  How long are they staying? Have you asked her to keep it down for the 2 nights she's been there?  Communication is the key to being a great host and having a great experience with Airbnb.  

If you cannot resolve this, you can search for "Contact Airbnb" here in the Community Center.  There is a Community Help Guide as a resource.  

[Cindy38]

It sounds like she is clearly breaking your house rules and you should communicate that to her. Tell her the additional amount she owes for the extra guest and that the noise level is too loud. I would probably let Airbnb know about the issues and explain the course of action you are attempting. This way if the problems persist Airbnb knows about the situation and it doesn't hurt your ratings. You can contact them under the Help and Support link. Good luck!

[Aurora15]

Call customer service
(855) 424-7262

[Linda108]

Aurora, I think you are giving out a customer service number reserved for Super Hosts.  You might want to check.