I got a reservation from a couple in the last minute, and because I had other guest leaving in the same day of check-in and arriving at the same day of check-out, I was very clear that the times of check-out and check-in were very strict. Now he sent me a message that "they are sorry but they won't leave the apartment" and is not answering my calls or text messages. I even offered him to reimburse the last night because I don't want to fight with him, but I need him to leave as promised and agreed. OMG! What should I do?
Typical American, Texas response! They way to handle them is not like treating them as criminals! Its likely they have been out all day and haven't received the calls.
As a host you can turn up at the apartment at the agreed time, open the door and get your cleaning started for the next guest whilst still trying to call the guests.
The only time to call the police would be if the refuse to leave even after you get hold of them and explain the situation or if they get aggressive!
Where are the guests from?
American, Texas response? That is very bias and honestly quite ignorant of you to say such a thing. If a guest doesn’t want to leave and is refusing to leave the home at that point it is trespassing and the police should be called. That’s not a “typical American Texas response.” It’s simply called THE LAW.
Tell them they have broken the airbnb contractual agreement which is a legally binding agreement and they will be held accountable. email them through the airbnb platform to communicatte with them as well as having a record of the situation with airbnb. Call airbnb now! Do not break any of airbnb's rules yourself and if you have to call the police. Try to get them to respond through the airbnb email platform and only deal in facts, do not make any unsubstanuated remarks. What is their reason for not leaving? I hope this helps. Please keep the forum posted.
Additionally to the good advice of the other hosts here, it is an enormous help to hosts when they get out of the 'friends host' mentality and start wearing the "I'm a business" hat. That helped me a lot.
This way of thinking by no means decimates friendliness and helpfulness, yet helps you draw the line when your chain is yanked.
Your reluctant guest is in fact breaking their contract with you. Pull up those britches and kick 'em out.