hosting complaint

[Anonymous]

I had a guest booked in tonight to arrive at 8 pm, they arrived at 7 pm without letting me know and I wasn't here to let them in, I was here from 7.45, I sent them 5 messages at this time and they have not replied to any. Airbnb have sent me a message saying that they will penalise me, I have replied to this message 3 times and no response. What do I do? I have not done anything wrong and I rely on my airbnb work to pay my bills? This is not good for me, I did nothing wrong? Anyone who reads the messages between us will see this. Please help.

[Stephanie6]

Hi @Anonymous, send a direct message to @airbnbhelp via twitter.  They will need the email you use for your account and the guest name.  I also send the booking confirmation number.

[Anonymous]

Thank you very much for your support.  I sent another message to my guests and they replied to this one then came to stay. They have said that they will get in touch with airbnb to let them know that all is okay.

Thank you again

Lucy

[Helen3]

Sorry to hear about your experience Lucy.

What are BNB penalising you for - you were there on time. Did they try and contact you at all by phone. Sounds very strange.

Give them a call straight away - their number is on your booking confirmation,

I wouldn't recommend anyone relies on BnB to pay their bills  by the way

[Anonymous]

Thank you for your support. I sent my guests another message which they replied to, and then came to stay, they say they will contact airbnb and let them know everything is okay. You are right I don't intend to rely on airbnb to pay my bills, that is just how it is in this moment.

[Denise27]

A lockbox will allow you and your guest the freedom to arrive without time constraints.

[Anonymous]

Thank you

[Richard240]

Is there a way to make a claim against a guests deposit for a noise complaint?

I have a guests who came home a 4am and continued partying in the pool generating a noise complaint from one of the neighbors. On VRBO I can easily do this but in AirBNB I cant see where and how to do this

[Gerry-And-Rashid0]

@Richard240 The security depost is for damage - you will find it next to impossible to claim money for noise. What you can do, is message your guests on the platform and tell them that there has been a complaint, and reinforce whatever house rules you have regarding noise at night, etc..

Then when they leave, make sure you give a brief review so that other hosts are aware - don't go into lots of detail, and be fair.