Problem with guests

[Ilektra-and-Ioanna0]

Dear Airbnb team,

hope this finds you well.

I would like to inform you, that I had a problem with my  guest today. They booked my apartment from yesterday, the 11th of Novemeber until today the 12th.

As I have an other booking today, I asked them to leave the apartment, at the check out time that is written on the apartments profile and they refused leaving, as they said they wanted to stay until 16.30. I tried to explain them that they have to respect the house rules and that I cant let my other guest just waiting on the street. Also, I tried to help them so I let them stay until 12.00 instead of 10.00 wich is the usual and scheduled check out time. Still, they refused leaving, and wanted to stay in the apartment while the cleaning process, because as the said, they reached the apartment last night at 21.30. Finally, they left about 13.30 making me clear that they'll leave a bad review.  As you understand they are threatening me with a bad review, because I asked them to respect the house rules. It is not the first time they stayed at the apartment, and I remember clearly, explaining them at their very first arriving, that the check out time, is at 10.00.

They had not informed me until today, that they would like to stay until late, so I never confirmed something like that. I wanted to contact you earlier, at the time this all was going on, and ask you what I should do, as I could not please both guests. Unfortunately, it was not possible as I had no internet connection, so I choosed to go with the rules.

The booking number of this reservation, is HMQC5FC2KW

Waiting for your answer,

Best regards,

Electra

[Clara116]

@Ilektra-and-Ioanna0 You truly need to Call Airbnb for help............this is the hosting of the community center we are NOT airbnb employees, we are host just like you and other hosts just share ideas, tips, help to support other hosts....... 

You have rules and you must often stay with them. For many if you let them stay past your time like you did they think and KNOW they can do as they please. Some people are terrible.

If the time was up at 10am - I would come in and begin to clean and say you must go now. If someone threatens you with a bad review or anything like that. YOU MAKE SURE AIRBNB KNOWS THIS.....THEY CAN NOT THREATEN YOU - AND THEIR REVIEW WILL NOT BE POSTED . Stand strong. 

If you need help writing the review this is the place to do that.............hosts here will guide and assist you on it. 

so Call airbnb for help - I don't know how you function without internet - 

also, most important thing is NO early check ins or late check outs unless it is totally perfect for you - but many people will take advantage very quickly. 

I would have called the police and said I have trespassers.....in my house. Cause after 12 as you said time was up - but you let it go to 1:30.....You do not need to or should you ever be held hostage in your own place. That is WRONG.............

keep us posted about the review process....cause all of us out here want to know who these people are so we don't get them in our place.

best of luck, Clara