Guests' belongings still in their rooms well after check out time

[Kerry-Phil0]

We have guests who were meant to check out at 11 AM this morning. It's well after that and there is no sign of them and their belongings are still in their rooms. They brought 2 dogs with them too so the cleaning is going to be a bit more intense than usual and I want to get started. What do I do? And if I decide to do so, how do I go about invoking the extra fee for checking out late? There was no discussion about extending the check out time so I'm feeling a bit annoyed. Thanks 🙂

[Donna15]

@Kerry-Phil0, completely unacceptable behaviour. For one thing, they've broken a major condition. Firstly, if you're not able to reach the guests, I'd contact AirBnB and alert them to the situation. There's a contact number at the bottom of the guest's itinerary in your messages section. 

There's also this.

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-Community-Help-Guide/m-p/16165/highligh...

I'd then gather up their belongings and put them near the door. Or outside on the verandah. 

Regarding a late check-out fee, you can claim this through the Resolution Center. 

https://community.airbnb.com/t5/General-Hosting/The-Resolution-Center-A-Community-Help-Guide-Request...

I'd also recommend that you request a Security Deposit for future guests.

[Kerry-Phil0]

Thanks Donna, glad I'm not over reacting :)Appreciate your advice