HELP!!! HELP!!!

[Jason405]

I have a guest staying in a unit who is violating my house rules by smoking marijuana inside the apartment and also cussed me out at 1:30 a.m. last night because he couldn't maneuver his car into the parking space for guests. I gave him an alternative spot and when my partner kindly asked him not to double park the next morning he proceeded to cuss him out, too, and said that he wanted to leave. I was sent a request to alter the reservation to have him check out tomorrow morning (1 day early). We would love for him to leave as soon as possible, however I am getting an error message when I try to accept the alteration request and a box pops up asking me to call customer service. I have literally spent THREE HOURS on hold tonight and can't get through to anyone. Residents of the building where this guest is staying are now messaging me expressing that they feel unsafe and are very upset about the excessive smoke and odor from is smoking. I don't know what else to do other than hope someone from Airbnb sees this and helps. This is very alarming, upsetting, and beyond frustrating!!

[Matthew285]

@Jason405, calling AirBnB support on the phone is my least favorite way to reach support. You are on hold a long time.

On your Help page, near the bottom right is a "Contact us" button.
Or you can use this link: https://www.airbnb.com/help/contact_us

Once you are on the "Contact us" page, choose "Its something else"

This will give you the choice to either exchange messages with AirBnB or to speak to someone on the phone (you don't wait on hold; they call you on the number you give them).

[Rob243]

If you're not a "Super host" forget about reaching anybody.  The customer service seems to have driven off a cliff, even for superhosts. 

[Marzena4]

Call the police, @Jason405, have the guest(s) removed - it's a breach of contract. No obligation to host on your side any longer.

[Clara116]

@Jason405@Marzena4 I am with Marzena---------- CALL the POLICE - get this guest OUT of your place. I would have done that with the first house rule break. But, when someone cusses you out - they are NO LONGER a guest - AS host we DO NOT have to tolerate, accept or deal with abuse and to stand back and hope someone reads a post orsomething is NUTS. 

If you have any contact with guest - put your phone on video and tape this or get proof. Guest can't break house rules, and they CAN"T be putting fear in other neighbor's -

You have the power unless you give it to this idiot. Plus pot smoking and being aggressive don't usually go together - so I would be afraid of this guest. So again I hope by now you have them gone and called the police cause Airbnb will understand HOW bad they were. 

I am sorry this is happening but hope you and all of us can learn from it. Keep us posted on the outcome.

Best to you and Happy hosting, Clara

[Jason405]

Thanks for the suggestions and supoort, everyone :-)! I was able to get a case manager after I posted to the Airbnb Facebook page. They seem to be quick to respond there! The guest is out!!

[Marko17]

Cussing?? Bye Felicia, off you go through that door.