cancellations

[Lika2]

Dear Experienced Hosts and AirBnb Experts please help,

I have the situateion right now which I need to handle ASAP, Please advice what shell I do:

The guest made reservation at 11 am and the reservation was starting from the next day for 3 nights. He droped quick message: "I am arriving tonight at 2 am, meet me at the airport". And dissapeared after that. I sent a msg that your check-in starts tomorrow at 3 pm not tonight at 2 am but I got no responce from him. Of course I needed to get confirmation from him about transfer fee etc. but I thought it seems urgent situation and that's why the guest disappeared. I sent our driver to the airport to meet the guest, paid cleaning staff triple salary to prepare the room for unexpected check-in at 2 am etc.

Then at about 11am I got automatic message from AirBnb that he was requesting check-in from 11am to 1pm - which was strange.

Anyway we were waiting for the guest at 3am, we at apartment  and driver at airport..

In the morning the guest send message saing: I went to another hotel and asked to cancel my reservatio and refund money.

According to my cancellation policy (I have stricked) and it was last minute booking - I refused to accept to refund the amount.

So the reservation is active now as I refused to accept cancellation with refunding money.

Now today, is the last night - again at 11am this guest contacted me and wrote that as his reservation is still active because I did not make refund, he insists to check him in and threatenes that he'll contact AirBnb Support Desk. 

Please help with your advice: what shall I do in this case? It there any rules for guests obliged to check-in on time or inform in advance the host about arrival time? Actually I am not in the city and nobody can check-in him in my apartment and anyway I am not very comfortable now with this guest after the situation I explained.

Thank you in advance for your help!

[Emiel1]

@Lika2,

I think this guest is making a mess of things. You allready wasted your time at the airport etc. (guest not even has the right to stay, as he booked for next night). Then not showing up, not cancelling his own reservation (or call Airbnb to cancel it) and expect you to be ready on the last day to receive him on short notice. I suggest you contact Airbnb yourself and explain. Maybe they will cancel reservation penalty free for you. Also guest should not be able to write a review.

Contact Airbnb - A Community Help Guide [UPDATED]

Emiel

[Lika2]

Thank you very much Emiel, I am a SuperHost for the last 3 years and really value for that, 2-3 times I had an urgent situation when guest really need help or make some examption. But this was indeed unreal situation for me and I felt some kind of disrespect.. See what AirBnb Support will do, I have corrected some mistakes in my wording (I was so nervous when writing here)) and sent the same text. I do hope they won't give opportunity to write review after all I explained.   

[Kath9]

@Lika2, I agree with @Emiel1 - contact Airbnb immediately about this. Just in future, I suggest not going out of your way to accommodate guests who are clearly breaching your rules. A 2am check in is simply ridiculous if his booking is not until the next day. What if you still had your previous guest there???

[Ben551]

@Lika2  I can't believe you went to so much trouble for a 2am check-in.... what an amazing host you are.  This guest doesn't know how lucky they could have been.  But @Emiel1 and @Kath9 are right... it's not a booking you should be going through with.  This guest is making a mess of your life and they haven't even arrived yet.  Get Airbnb CS on it and get the booking scrapped.