Unruly Guest--Is there a way to make him leave?

[MaryBeth22]

I had an unruly guest for the first time. I couldn't figure out where Airbnb's policies are for making a guest who is not following the house rules? IE: He had a friend show up after I had fallen asleep, so I woke up to a stranger on my couch. He didn't honor quiet times, dishes, or much of anything else).

I tried to find a number to call for Airbnb help, but I couldn't. I hope this never happens again (to me or any of you), but if it does: what are my options for "kicking out" someone who is not honoring the contract?

How do you get in touch with Airbnb people (and why can't I quickly find this)?

Thanks for any feedback, Mary Beth

[Ben551]

Hi @MaryBeth22 I’m sorry you had to experience this situation. I’m going to post a list of all the Airbnb phone numbers that I know of, for the benefit of anyone else reading this thread.

I suggest you store your country’s number in your phone right away, so you have it quicker for next time.

Here’s Your Airbnb Phone Number by Country

Argentina
+54 11 53 52 78 88

Australia
+61 2 8520 3333

Austria
+43 72 08 83 800

Brazil
+55 21 3958-5800

Canada
+1-855-424-7262 (toll-free)

Chile
+56 229380777

China
+86 10 5904 5310
400 890 0309 (shared-cost)

Denmark
+45 89 88 20 00

France
+33 1 84 88 40 00

Germany
+49 30 30 80 83 80

Greece
+30 211 1989888

Hong Kong
+852 5808 8888

Ireland
+353 1 697 1831

Israel
+972 3 939 9977

Italy
+39-06-99366533

Japan
+81 3 4580 0999
+81 800 100 1008 (toll-free)

Mexico
+52 55 41 70 43 33

Netherlands
+31 20 52 22 333

New Zealand
+64 4 4880 888

Norway
+47 21 61 16 88

Peru
+51 1 7089777

Poland
+48 22 30 72 000

Portugal
+351 30 880 3888

Puerto Rico
+1 787 919-0880

Russia
+74954658090
88003017104 (toll-free)

South Korea
+82 2 6022 2499
+82 808 220 230 (toll-free)

Spain
+34 91 123 45 67

Sweden
+46 844 68 12 34

Switzerland
+41 43 50 84 900

United Kingdom
+44 203 318 1111

United States
+1-415-800-5959 (San Francisco)
+1-855-424-7262 (toll-free)

[MaryBeth22]

That's *awesome*--thanks. I'm still wondering what the policies are for guests who don't honor the contract--can anyone direct me to that info? Thanks Ben~

[Mark116]

@MaryBeth22  There are several things to consider.  How long is stay, e.g. if it's only another 1 or 2 days, it might be best to wait it out.  Have you tried talking to the guest about these issues?  If you call airbnb they will [usually] advise you to talk to the guest or they will talk to the guest to prevent the reservation from being cancelled, especially since your issues are not major, like illegal drugs, damages, etc.  Then, you have to consider if you involve airbnb, that the guest will almost surely give you a very bad review...so, again, is it worth it, the guest may still give a bad review if you do nothing, but involving airbnb will probably make that a definite.  Hope this helps.  Just so you are clear, airbnb's goal is going to be that the reservation stays as it is so you will probably be pressured to work it out with the guest.

[MaryBeth22]

@Mark0, thanks. I would guess that one bad review would stick out like a Big Fat Sore Thumb and future guests would easily realize that the Unruly Guest is at fault. I was a teacher for three decades and without fail, every semester in every class, one student would give me horrible reviews--rather the "exception" that proves the "rule," eh? But I do appreciate your heads up about Airbnb not necessarily being helpful to me. Maybe it is better to just call the police if the guest won't leave when requested to go?? 

[Mark116]

@MaryBeth22  If you are certain you want to ask the guest to leave then you will want to document the reasons via the airbnb messaging system if you haven't done that already...send a message outlining the broken rules, that you are uncomfortable, etc. and that you think it's best for both if the guest leaves.  You should aso definitely call airbnb if you intend to ask the guest to leave to further get your side of things on record, especially if you intend to involve the police.  Airbnb will probably still refund any remaining dates of the guest stay, but if you are considering this level of actions, you will want to get it all on record w/airbnb and the guest.  Best of luck keep us posted how it turns out.

PS...yes the  written part of the review is not so much the issues as the knock on the number ratings from the stars.  It takes us 10 5 stars to recoup from a single 4 star review, and so if your guest gives you all 1s, it could hurt your ranking in search results and effect the superhost status.

[Ben551]

@MaryBeth22 no problem, and hopefully an experienced host will reply with an answer.

From what I have read, the first step is to contact Airbnb (per your instincts) and they will guide you on how to get the guest to leave peacefully. The only problem is, even though the guest broke the rules, Airbnb will likely give them a refund for their remaining nights.  I’ve seen other hosts complain about this very recently. It puts all the financial consequences on the host, not the guest, if the guest breaks rules.

[MaryBeth22]

@Ben0, thanks again. I really didn't care about losing the $$ for the room--this young man frightened me, and I did almost call the police. Safety is more important than $$, but I do find it quite unfair that a guest who is so awful that the host wants to remove him is rewarded/refunded for his bad behavior while the threatened-host is penalized. In principle, I agree that "something is rotten in Denmark" with such a policy.

[Yulianna0]

@MaryBeth22, first of all contact your guest via Airbnb messenger. Very politely and professionally. May be there are some cultural differences or misunderstanding. It happens. If your guest will not pay attention to your message, go on breaking house rules just contact help center and describe the situation. They can contact the guest from their side and it can help. Or if things are going bad they can suggest the guest to leave. And remember that after nightmare guests you will always get very nice people. It works!:) 

[Nana-Marie0]

Testing if I can comment.