Check out/Check in Time

[Caitlin26]

I have a guest who stayed at my listing over the weekend and has failed to show up for his check out.  There has been very little communication between us since his initial check in, I actually haven't even seen him though it is a shared space. All the conversations have been through the airbnb app and have been polite.  He is now two hours late for check out and I don't know what to do.  I have reminded him of the check out time, asked what his plan is for retrieving his things and have gotten no reply.

[Alice-and-Jeff0]

Personally, I would write him one more message and inform him that he needs to contact you in some way in the next 10 minutes to discuss his check out plans since he is now 2 hours past due. Then I would call Airbnb and let them know what's happening.  Be prepared to pack this things and call the police to protect yourself from him trespassing on your property - which is what he's doing.  If he doesn't reach out, follow Airbnb's instruction and call the police.  

[Jeet0]

Hi @Caitlin26, try  calling the guest, don't depend on the messages now. He might probably have poor network or might be in a difficult situation himself which is why he might not have been able to contact you. So call and check if he's fine and figure the checkout plan. If he doesn't answer you call, call Airbnb, report the case and follow their instructions. Reach out to local authority if required.

All the best! Keep us posted with happens in the end,

Jeet

[Caitlin26]

My guest finally replied after I asked the community for advice.  He gave vague explinations as to his tardiness but did appologize for the inconvenience.  He has peacefully collected his things and is checked out.  

Thank you for your support!

[Jeet0]

Phew. I can guess what's not going to be missed out of the review now, @Caitlin26 😉

[Zacharias0]

I don't mind hosting a guest that doesn't communicate, but I've come to prefer and even require communication at two points during their stay once when they arrive and once when they leave. 🙂

[My2]

hi all

I had a similar situation this week when the guest didn't respond to 3 text messages and phone calls (guest's vm was full and couldn't take more messages)

I went to the home because I had scheduled a cleaning team to go within half hour after the departure time and rang the doorbell 3 x and didn't get an answer.

I also called ABB & was on the phone with them - ABB also called and or emailed guest but no answer...I asked them if I should call the police and or just go in my home (as I didn't stay there this time) and they answered "DO WHATEVER YOU NEED TO FEEL SAFE" 

FINALLY, I rang the doorbell again and the guest appear after 45 mins late and didn't leave for another 20 mins as guest was packing and moving personal things...

THIS WAS A BIG LESSON LEARNT -- I now write in the House Rules that if guest is late to check-out, I reserve the right to go in the home and claim back my home (especially if the guest do not respond) and help the guest to check-out...if the guest have a problem then the authorities will be called....

I am flexible but there is flexible and being taken advantage of...!