Guests bothering the neighbours

[Lidia43]

Hello! Can you please share some advice and feedback on how to handle guests who are bothering the neighbours? We had four guests arrive this evening and they called around 8PM to say the flat was not warm enough. After walking them through the steps needed to override the timer, didn't hear back from them for about 1 hour . Was out, my phone died out and  when arriving home at 9.25PM, I plugged it in and notice there were 6 missed calls from the guest between 9PM and 9.25PM. Just as I was getting ready to call them back, they messaged via the app that they couldn't start the heating. I replied right away and my partner jumped in the car and was there by 9.40PM to help them out. So we got to the flat in under 1 hour  only to find out that they went around knocking on all my neighbours' doors to say that they were freezing. To put things in perspective, we are based in Edinburgh and the temperature today was 18C so while the flat might not have been toasty, it was not a life or death situation by any means... The guests are new to Airbnb so not sure if this was ignorance or entitlement but this kind of behavior makes communities turn against Airbnb and pushes cities to limit hosting so my first impulse would be to ask them to leave...What would you do? Thank you!

[Rebecca160]

I do not feel that this qualifies as an expulsion, unless the behavior gets repeated. I would tell them that they should not bother the neighbors and apologize profusely for your phone unexpectedly dying. And also alert your neighbors that if any guest is bothersome, then the neighbors should contact you immediately, so that you can address it.

If the guests make it through the night without 'freezing', they may turn out just fine.  Guests do have a right to a comfortable temperature in their lodging. They may decide on their own that the temperature is not comfortable enough and will cancel.

[Ute42]

.

Hi Lidia,

I'm sorry but I think the behaviour of Your guests is unacceptable.

What in the world do Your neighbours have to do with Your heating system and how can they help. And even if they could help they should  not be bothered with this issue. This was not a life or dead situation as You say.

I agree with You that this makes communities turn against Airbnb. Call airbnb customer service and thell them, that these guests are ruining airbnbs business. Maybe this action will help You later to remove a bad review if You get one.

[Kath9]

Wow, that is ludicrous! Who on earth would go round knocking on the neighbour's doors unless they were literally freezing to death? I would be apologising profusely to the neighbours, not the guests! I would also be reporting this behaviour to Airbnb...