Guest breaking rules, misfeeding pets.

[Carly7]

Hello, a guest arrived yesterday afternoon. She booked the master suite (bedroom and bathroom). Our listing says we have two pet bunnies and that guest should not interact with them without our permission and supervision). The guest offered to care for bunnies while I was out of town for a funeral this weekend (currently). I told her no thank you and explained I have paid, experienced bunny-sitters coming twice a day. The guest complained to the Bunnysitter about the hay. The guest locked the deadbolt so the sitter could not get in and then told me she took care of feeding the pets herself. She was mad when I told her sitters would be by in 10 minutes to check. She said "I already took care of it!" I told her she was violating rules and bunnies can get sick very quickly if not fed properly. I'm so worried about my pets. I'm across the country and can't get back for over 24 hours. She did not feed the pets correctly, sitter confirmed. I have a help ticket with Airbnb. But how do I get this woman to leave?

[James1]

I hope your bunnies are OK after this. A very few guests just can't follow the rules. I do not, any longer, rent our penthouse when we are not home.

[Donna15]

@Carly7, contact AirBnB, explain that an important house rule has been broken, and ask for the guest to be re-housed.

It's especially unacceptable that she locked the pets' caretaker out of the house. (I presume the guest is booked for a few days?)

You can reach AirbBnB via the Help link at bottom of this page.

Or via Facebook.

https://www.facebook.com/airbnb/?fref=ts

Or – if you have a Twitter account - try twitter@airbnbhelp. It’s said there’s a quick response.

Essential reading for hosts.

Contains a link with several international phone numbers (‘Contact AirBnB’).

https://community.airbnb.com/t5/General-Hosting/Community-Help-Guides/m-p/23100#U23100

Here’s the number for Canada and the US.

+1 (415) 800 5959 / +1 855 424 7262 (emergency toll-free number)

[John-And-Lilah0]

We are new hosts and have had two experiences where the guests have broken house rules. The first time we did not say anything, it was our first guest ever and we did not want to get a bad review. Our cabin does not allow pets and he brought a dog which was kept inside. They left the cabin in good order and we decided to not complain. Now we have a similar situation, the guest is at our cabin and will be there for two more days. We have two video cameras, one at front door and one at back door. The guest booked their stay for 6 people, no dogs no smoking. Its clear there are at least 10 people and a dog. They have pitched at least 4 tents in the backyard and I believe more people are coming. Should we wait until they leave or should I call her and ask how many people are staying and remind her that there are no pets.

[Monika64]

@John-And-Lilah0 How about the option of calling Airbnb right away and telling them your guests brought more people than allowed and broke house rules by bringing pets? Airbnb should be re-housing them at this point. You don't want your place to get ruined.

[Kenneth12]

I encourage you to post this as a separate message if you still have an active issue.

[Lois-and-Darryl0]

@John-And-Lilah0:  I agree with Monika.  Call Airbnb and have the Guests departing right away.  We've been through this same experience, and you have many people who have no investment in your home; it's a party house right now, and these Airbnb Guests need to know that the breaking of rules won't be tolerated by any Hosts.  Good Luck.  I hope this all works out ok for you.  Lois

[Momi0]

@Carly7  I am sending you a PRIVATE message. It will appear in your emails....check as soon as possible! and for petes sake....CALL AIRBNB and the POLICE!  ( I am a pet owner and there would be no guests taking my place and pets hostage....because thats exactly what she is doing when she is locking out your pet sitter.  Have her removed immediately.   smh over and over and feeling quite sad for your bunnies and for your stress...sorry for your loss (funeral).