Strange Behaviour - Guests Check in, leave and never return

[Michelle-And-Michael0]

Yesterday, we had guests arrive.... I greeted them, explained a few things, they commented how nice the place was, then they said they were just dropping off some belongings and heading straight out again to the beach.  

10 mins later another car arrives on our property with 3 people in it. They don't get out of the car, but have a 5 min conversation with one our guests. Both cars leave together..... we assume they are friends travelling together, but staying in separate accommodation. 

They never returned!! 

We kept the driveway lights on all night, assuming they would return.... I had a restless night, and frequently checked if they were home so I could turn off the lights. The curtains were left open all night, the car was never there and it was obvious that they never returned. 

Further investigation in the morning, we discover the key in the lockbox..... must have been put back before leaving to 'go to the beach'.... No belongings had been dropped off (so never intended to stay), hardly anything had been touched inside the Studio and the Queen Bed was perfect with folded towels and chocolates still in place. The only sign that someone had entered, is the toilet had been used, and someone had laid on top of the single bed very briefly. 

I haven't received a message from them, nor a cancellation. I'm trying to decide if I should message them, and ask if everything is/was okay. Although, they were terrible at replying to messages and didn't answer text questions when asked. If I do message them, I might wait until after I receive notification of payment from Airbnb.

My only thought is that perhaps they were hoping to sneak extra people in to stay, but realised that wouldn't be possible, as we live upstairs. 

Interested to hear if anything like this has ever happened to anyone else, or if anyone has any other thoughts! 

Very strange Indeed! 

[Kath9]

@Michelle-And-Michael0, first let me say that your listing looks wonderful! Anyway, I think you're right on the money - I reckon they were hoping they could sneak 5 people into your 3-person space. If they booked for two, they would have got the cheapest deal possible as your price increases for 3 (and obviously they can't book for more than 3). As you say, they probably didn't realise you were living right there and thought they could get away with it. Wait until you have received the payment, then message them just to see what they have to say (if they even bother to message you back). Let's just hope they don't make up some kind of spurious excuse to get a refund! Also, I would mention this in your review of them to warn other hosts.

I had a similar situation with one couple who 'did a runner' after they checked in - she messaged me later to say her boyfriend thought they would have the whole place to themselves (for $50/night). They had travelled to Albany from Perth for a funeral and perhaps they thought they could have the wake at my place. Anyway, luckily for me they didn't demand a refund, so I really hope this doesn't happen for you. Best of luck with it and keep us posted on the outcome!

[Michelle-And-Michael0]

Thanks for responding @Kath9.....

It's the only thing I can think of.... but not a wise financial move on their part as they would be out of pocket $170+ with Airbnb fees. Unless of course, as you say, they are conjuring up a hoax excuse to claim a refund. I hope not! I'll keep you posted....

Sounds like your guests were ready to 'Party' 😉

[Sam397]

@Michelle-And-Michael0 I dont see the problem, you should have gotten a payout (I always get the payout either the day before the stay starts or the day of) so if the guest doesn't use the place that's just free money for you. And if they were going to try and get a refund you should have heard something by now. It could just be that the 2nd vehicle offered them a place to stay and they stayed there instead and didn't bother trying to get a refund. I wouldn't think that they would wait till they got there to determine if they could sneak in extra people if their intent was to sneak in extra people from the beginning I would think they could have found places that was more ideal to sneak in extra guest. Places where the host dont live on property things like that. If they were up to no good I would say its more likely they were casing the place out with the intent to come back later. You might want to change the code to the lockbox!

[Michelle-And-Michael0]

Thanks for your thoughts @Sam397 

You could be right about an offer of an alternative place to stay! Strange that they didn't bother to let us know though, when I'd only been talking to them at check in 10 mins before, and they knew we were just upstairs. Seems like common courtesy doesn't prevail. 

Definitely time to change the lockbox code!!

[Sarah977]

@Sam397 Many people fail to comprehensively read through the listing information. There have been tons of posts on this forum where guests arrived thinking they had the place all to themselves, when it was clearly mentioned that it was a shared home situation, or the hosts lived upstairs, downstairs, or next door.

[Sam397]

@Sarah977, dont you think that if they were planning on sneaking people in they would read the listing to find out the details. I realize that there are some stupid people out there but it seems to me if someone was planning on sneaking extra guest in they would want to book a place where the host doesn't live there and reading the listing is how they will find that out. So I imagine reading the listing is a must.

[Sarah977]

@Sam397 Yes, one would think so, but according to many host posts here, there seem to be a lot of guests who don't read through to find out the hosts are on site even when they're planning on sneaking in more people.

[Michelle-And-Michael0]

I absolutely agree with both of you.....

@Sarah977 Yes, it certainly wouldn't be the first time our guests haven't read our listing properly and completely misunderstood something, despite it being mentioned several times. 

And Yes, @Sam397 you'd think if that was their intention, they'd go out of their way to read the listing properly..... You'd think!! But nothing really surprises me anymore about how 'stupid' some people can be. 

[Michelle-And-Michael0]

@Kath9@Sam397@Sarah977 Firstly, thank you all for your input on this thread. 

Just an update and another question if you don't mind.....

Despite sending them a message asking if everything was okay, and why they didn't return, we have heard nothing from them. Nor have they tried to get a refund, and we have also received our payment from Airbnb. 

So far, I have not left a review..... but feel I should warn other hosts of this strange behaviour. However, I don't think it's right for me to 'assume' their reason for not staying..... but I have given them an opportunity to explain... and they haven't!

I will obviously score them low on communication..... because it's been nonexistent.

But how do I give them a star rating on House Rules, cleanliness etc when they didn't even stay?

I'm thinking maybe a 3 across the board.... or is that too harsh?

And a brief statement about them turning up, never returning, no explanation and communication. 

How would you review them? I would really appreciate your thoughts.....

[Kathy33]

I would give them 5 stars. Then I would say they are a dream guest to have!!! As a host I would take them every night. No cleaning no noise and you get paid!!! Happy Hosting!

[Robin4]

@Michelle-And-Michael0

I would be concerned that something may have happened to these people. They expressed a desire to stay in your listing, they booked, paid, turned up, liked what they saw...... and left suddenly with other people not to be heard of again either personally or through Airbnb. Communication may have been poor but money speaks louder than words and it seems too odd that they just decided to do something else and forgo the $170 without making any further comment!

If this was me I would go to my local police station and ask if this would qualify as suspicious activity and ask if they would like the guests details to follow up on, say you are concerned for their safety. In your experience this is not normal rational guest behaviour, and you feel there is a  possibility of guest safety.

It might be making a mountain out of a molehill here but I would want to do my best to make sure everything was ok instead of just sweeping it under the carpet.   Interesting one!

Cheers......Rob

[Michelle-And-Michael0]

Thanks @Robin4

I would have definitely reported this if I had any concern for their safety.

But as I was able to observe the guests speaking to the people in the other car, nothing looked unfriendly or out of the ordinary... They just appeared to be friends travelling together.

Also, they left only 10 mins after speaking to me at check in, and telling me that they were just dropping some thing off..... but then didn't drop anything off. This, and the fact that they returned the key to the lockbox, in hindsight, makes me believe that they had made up their mind not to return, even before they left our property. 

And the fact that they haven't answered my recent message, doesn't give me cause to be concerned for their safety either, due to the fact that they never answered any questions or messages prior to their arrival. I just think they don't have any sense of good manners. 

You're right... it is an interesting one! 

Michelle 🙂

[Paul154]

I too would give them 5 stars. Dream guests. $$ with no work.

Sure their communication was terrible, but money washes away many sins. 

DO NOT broadcast their activity. It is none of our business. We are humble inn-keepers. You kept up your end of the bargain , they kept up their end of the bargain. Period.

[Ben551]

Hahahaha @Paul154  so true!!  Dream guests.