Guests breaking house rules

[Daniel796]

I accepted a reservation for 2 guests in my townhouse. They are 4, not 2, and when I told them they just said the other two were visiting, but I saw them repeatedly. Then they did a barbacue and invited a lot of people (they were about 12 there). Also the house is smelling like tobacco and marihuana when my rules say you cannot smoke. 

I've seen that one of the advices is to call Airbnb, but how can I do that? I can't find the way to contact them. They are leaving tomorrow but I'm sure they will leave the apartment very messy and dirty. What is the step by step of doing things in these kind of situations? 

Cheers, 
Daniel 🙂 

[Elena87]

@Daniel796

Hi Daniel

You have house rules and as airbnb quotes  'House Rules appear on your listing page, and guests must review and agree to them before requesting a reservation. They’re also sent directly to a guest once they’ve a confirmed reservation.'

It's best even to print out rules in a folder so the guest is reminded exactly what they are on arrival.

It's up to yourself though to police the rules you set, so if you are allowing extra guests to arrive free of charge when you have fees that are due, accept smoking when none is allowed and allow bbqs with visitors when you state no events, your current guests are abusing your hospitality to say the very least.

It looks like this trip is about to end, but in future you should certainly review your house rules and how you apply them.

Perhaps state  something along the lines of only pre-registered guests are only allowed on the property ( no visitors) -the booking will be terminated if rules (smoking, parties etc )are broken, so whatever you think is best for your listing.

In future with any grievances with guests it's best to confront your guests to point out the problem and summarise everything in airbnb messages and if there is no satisfactory change to the guest conduct you  should call airbnb with a view to terminate the booking.

If you have extra expenses after checkout you can ask the guest to pay via the resolution centre, but this has it's pitfalls.

To get in touch with airbnb https://www.airbnb.com/help/contact_us#/

[Ben205]

@Daniel796

Hi. I'm interested to know what you do about this. I've had a similar problem recently (though not through Airbnb). I rented my place that sleeps 4 to a single person, and gave them a discount on the basis there would be less work to clean after them.

They had a party, though, and they have a admitted other people slept in the house. I am now taking them to court to recover the discount I gave them.

If I'd rented through Airbnb, though, I'm not sure if I would have been better off. Yes, I would have a better contract but would Airbnb support me and give me back the money I gave as a discount.

If I find somebody breaking house rules, can I cancel the booking and not be penalised by Airbnb? And, how do you get people to leave if they are already ignoring your rules?

I don't have an answer to these questions - I'd be interested to know what you plan to do, and what others have to say.

[Deb29]

@Daniel796 Oh boy. I'm sorry you had a bad experience. I would call Airbnb and explain the situation. I would open a claim just before the 14 day window expires or before your next reservation, whichever comes first. That way, if they haven't written a review they will have a short window to do this.

Best of luck!

Deb

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