late departure

[Mak1]

Hi,

I am hosting some people and the departure time is noon and now it 5pm and I cannot get in touch with them to get their things from the apartment in order to prepare it for my next guest. Obviously I would like to charge them for an extra day. I have guests coming tomorrow morning and I'm not able to clean the flat yet. Is there anyone at Airbnb that I can contact to help me sort out this mess?

[Amaris0]

How very inconsiderate!!!

I would suggest putting their stuff to one corner of the property and get on with cleaning the property for your next guest. Send theses guests a message informing them that they are way past their check-out time which was at noon, you have attempted to make contact them but they have failed to respond and also failed to communicate effectively prior to check-out by enquiring if it you could accommodate a late check-out.

Inform them that you have a guest due and that you are contacting Airbnb regarding the matter as well. In addition, inform them that they must confirm what time they intend to collect their belongings as the property has now been locked and they will be unable to gain access, that on arrival, they will only be permitted to collect their belongs but not to access the property.

It is vital that all your communication regarding this matter is done via the Airbnb messaging platform, text messages, WhatsApp, personal mail etc. is not deemed acceptable evidence to Airbnb. As to whether you can charge them an additional day’s fee/ late check out will depend on (a) what time they eventually return (b) contents of your listing , is a fee for late check-out mentioned

 link - Contact Airbnb

I hope you get hold of them soon!

Ama

[Mak1]

Thank you Ama. 

We are lucky that we didn't have back-to-back bookings, like in most cases. 

What you said was already done, but guess what, their things were still all over the place, there is not such an option like: put their bags on the side... They don't respond to the emails, we don't have a telephone number. 

The problem is that there used to be help from Airbnb, like someone who could give a solution. Now we are counting to the community when the only one who can help is Airbnb staff. Thank you so much for reaching out, I appreciate it

[Stephanie6]

Hello @Mak1, I agree with @Amaris0 and you if you haven't already contacted airbnb, do that right away.  During an airbnb webinar I asked a how guests not checking out on time is handled and this is the answer I received:

I've seen these cases range from very innocent to malicious on the part of the guest. If a new guest has simply overlooked the check-out time or misunderstood the date for some reason, we hope that we can work things out efficiently without much penalty to the guest. Of course we realize this can significantly impact you as a host, particularly if you have other guests checking in and small time for cleaning/turn-around. Often we will ask the guest to cover the cost of an extra cleaning fee or another full night's stay if their oversight has affected the next reservation and your hosting operations.

In the case of guests knowingly overstaying their reservation check-out date, we will do our very best to communicate with them, explain the gravity of the situation and the violation of their contract. A host is typically compensated per their nightly rate for however many nights this guest stays past the check-out date. While these cases are very rare, our more tenured specialists have handled quite a number of them at this point with much success.

[Hugh0]

Notify Airbnb by phone immediately. I understand the policies updated recently and an overstaying guest can be charged two additional night. Ask Airbnb for this policy to be enforced.

[Leslie27]

How does one call Airbnb?  When I called the number, there was an automated message and I was placed on hold forever with no connection to a live person.  Thank you.

[Jennifer100]

You just have to wait unfortunately. It's varied 1-30 minutes for me.

[Leslie27]

I had this situation just this week.  I tried being accommodating to a couple who were very manipulative and pushing all sorts of house rules to the limit and beyond.  They wanted a late check out (normal check out is at 11); they wanted to stay until 4 pm.  I allowed it, and then they wouldn't return to the apartment to get their things at 4 p.m.  When I tried communicating, she called back asking if they could stay until midnight.  I explained that cleaning staff needed to prepare the room for morning-arriving guests, so no, they would need to vacate quickly.  They came back, but took their sweet time leaving, two more hours, leaving my cleaning staff waiting for them to depart, and a filthy apartment to clean.  This has really been on my mind, as I never expected such rudeness and blatent breaking of house rules (as stated, they broke many).  I do not want to leave a  bad review for them, knowing they will retaliate and ruin my good run of perfect reviews.  This is indeed a problem that I did not expect when joining Airbnb, and is making me rethink the whole endeavor.