Problem with guests

[Sue280]

Good evening, I am rather new to airbnb. The guests who come here till now are quite happy with what we are offering in our rooms. Our rooms are clean, tidy and organised. I have a guest who just checked in with her 3-year old son. Her 1 year old daughter and her grandmother came later to join them. The son is being quite destructive and noisy. The first day he stained the sheets with crayon. The second day he was shouting in the corridors. His mother is using very rough language when I ask her to keep the volume down for other resident's respect. The room is a mess! She stains them every day with something different (tea, fruit, juice) is constantly requesting more towels for the beach, beach toys for the kids, beach umbrellas, more breakfast supplies. She also asked me to move the furniture around the room and place a mattress on the floor just in case her son falls off the bed. She leaves the lights and a/c on after she leaves the room. Kids are also noisy at breakfast. She thinks she is in an apartment but I have explained to her that this is a guest house and other people need to rest. I am writing to ask what my situation is if I get to the point where I ask her to leave because she is being too destructive here with us. What should I do to be as fair as possible to her if I get to that point?

[Farah1]

@Sue280 sorry to hear about what is happening. This is one of the risks of hosting family with kids.

The first thing I would do if I were you is to keep a log in the messaging system/summary in the airbnb messaging system about what has been happening. That way, if it gets worse, or if you need to ask them to leave (by noticing airbnb first, of course), Airbnb team will be able to see the information in the messaging system.

I do not have a chance to take a look at your house rules and I don't know which room in particular that they are staying in. It is very important to have a thorough house rules to help you avoid this kind of situation. You do not need to keep providing extra things that you do not offer in the listing. You also need to set clear boundaries with this guest, so they won't take advantage of you or the situation.

If you get to the point where you need to ask her to leave, please make sure to reach out to airbnb first about this and be proactive to ensure that you won't be at fault.

[Helen3]

Sorry this has happened.

I am not sure what your house rules say about keeping noise to a minimum, damage to your property etc.

But I think you need to take control. Have a chat with your guest and set boundaries. She is responsible for looking after her children in your place and ensuring they don't damage your property or disturb other guests or yourself.

If you have a limit to beach towels let her know there is one towel a week or whatever you offer and no further beach toys (she can buy these at XXX)

Folllow up this conversation on Airbnb messaging, confirming that if she would like to continue to stay, she needs to keep an eye on her children so there is no further damage to your property and her child is not disturbing others by their loud behaviour.

Also she needs to tell you immediately about any spillages and if she wants to have drinks in her room she needs to ensures spills are kept to a minimum.

Have you set up your rooms as 'family friendly'? Did she let you know that she had two children and the grandmother staying. If so what sleeping arrangements did you make with the guest rather this?

If she hadn't disclosed all the guests, you can charge for the adults and child over two in line with your charging policy and let her know she needs to accept the charges for her undisclosed guests if she wants to stay.

If she has brought more guests than have booked/don't improve their behaviour you can ask Airbnb to cancel the booking.

[Paul154]

I appreciate that you've come to this board asking for solutions.

I'm sure others can help with polite intervention, but I'm not one of those people.

I agree you should now message everything through Airbnb . Now be prepared for a loss.

When a guest starts to bother others, I start to think "I want to get rid of her"

At this point, there is no turning back for me. I will pay any amount and I always feel relieved when they are gone. 

Usually my only regret is that it did not kick them out earlier.

Good luck

[Jeff158]

These guests are being a nightmare for you & effecting your business, why on earth would you want to be fair to them.

This is the type of guest who will leave a negative review no matter what you do.

Call ABB and then Chuck em out and give them a negative review, telling other hosts not to host them.