Guests check in early at 4am & walk in on current guests

[Jason856]

Hi community I am wondering if anyone out there has experienced a similar situation and might be able to give me an idea of how Airbnb has handled these types of things in the past. I'm going to give a timeline of events just so that things hopefully make sense and would certainly welcome any input if you have had similar situations. 

For the sake of keeping things clear Guest A is the earlier reservation and Guest B is the later reservation (who attemped to check-in 11 hours early)

3:05am - Guest B messages to say they would like to check in early .

4:23am - I received message from Guest A asking if we had entered the Airbnb 10-15 minutes previous to this time

4:31am - missed call from unknown number (later learned it was Guest B)

4:33am - called back guest B twice and learned that they did in fact walk in early to the Airbnb and thought that because they had the code they were welcome to let themselves in whenever (our policy clearly says 3pm check-in)

4:40am - messaged Guest A to let them know that it was a guest who was attempting to check in early, that I let them know this was not acceptable, and that I would be reaching out to Airbnb

4:45am - I called Airbnb and spoke with a "case manager" and explained the situation .They basically said that all they can do is message Guest B and explain to them our check-in time, and I had to basically beg for them to message Guest A to let them know what happened (basically the same message that I already sent). 

I left that phone call a bit frustrated and had two major issues with the response of the Airbnb representative in my eyes. #1 The manager didn't seem to think it was necessary to reach out to Guest A, let them know that this was something Airbnb was concerned about, the possibility of them being upset, uncomfortable, security, etc .#2 The Airbnb representative didn't seem to think that there should be anything communicated to Guest B other than to explain our check-in time and that there shouldn't be any reprocussions for someone who blatantly ignores and violates our policies. In my eyes this is an incident that is extremely serious for all parties and should be taken much more seriously. 

I would certainly welcome any thoughts

[Katherine475]

Hello! We were staying at an airbnb+ in New Orleans and this happened to me and my guests. We were asleep in our rooms and at about 4:00am we were woken up by the next guest who was asking US when check-in time was. We contacted our host who was distraught that this even happened. Our stay was reimbursed and we were contacted twice by an Airbnb representative. We just got off the phone with a different rep than who contacted us, and had a less than productive conversation. She told us that it was the Host’s responsibility to ensure the itinerary  is given out at the respectable time. She also had stated that Airbnb, “runs on the honor system”, and that this situation hasn’t happened before. They blamed the host and made it seem like they were free of any responsibility.