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