Abusive guest

[Connie504]

I have a 3 unit building. Guest booked the basement apt. It’s quiet. Guest called me at 1am screaming at me, complaining that she can hear a person walking in the apartment above! Walking! I checked and the lights in that apartment are out. They (floor above) like it got up to use the bathroom. The guest was screaming so loud, the people in the apartment above them are going to complain, I’m sure. I finally hung up after telling her her abuse would not be tolerated  and hearing someone walking, in an apartment, is normal! If they were in a hotel or larger building, they’d here much more than in my 3 unit space.  I called air BnB, asked to change reservation, and sent the guests an email through the air BnB system about thus abusive behaviour. The guest will hear much more noise in a hotel. If they wanted absolute silence, they should have rented a house, not an apartment. I live next door and fear they’re going to come here and scream at me. I just want them gone! Air BnB says they’ll warn the guests. Comments/suggestions please. 

[Pat271]

This is a very common problem. Apartments are typically not built solidly, and have little insulation between floors. A very small, light person can sound like an elephant stampede, just by walking.

There are some things you can do to minimize the sound. From least to most expensive is to put quality rugs where you typically walk, change out the flooring to that which is certified for low sound transmission, and/or repair joists in the floor in the areas where it is the worst.

You can also just try to walk a little lighter. I know this seems inconvenient in your own house, but part of hospitality is bending over for your guests from time to time. Also keep in mind that good sleep is of the utmost importance for guests; without good sleep, the rest of their stay will be compromised.

If more than one or two guests complain, you can put a disclaimer of sorts in your listing, something like “NOTE: this is a flat, with others residing on either side and overhead. You may hear footsteps and other sounds of daily life during your stay.” There is also a “Potential for noise” checkbox you can check in the listing. If expectations are set beforehand, it will be much less likely that you will experience surprise, anger and/or dissatisfaction during the stay.

[Connie504]

It's not in my own house. I'm not changing out any flooring. In ANY apartment, they will hear some noise from other tenants. This is also true of they booked say, the Holiday Inn. If they wanted a place that was silent, they should have booked a house in the country, not an apartment in a 3 unit building. I have had a physician live in that unit for more than a year. She worked nights and did NOT complain about any noise. First complaint, I've ever had, in the years of renting that unit. I'm not the problem. The units aren't the problem. Screaming abuse IS the problem.

[Fred13 · Accepted solution]

I like the fact you did take the guest to task on the screaming part. If a guest acts like a nut, they shouldn't be cuddled in any shape or form. We are not running a nursery for children.

[Connie504]

Thank you. The situation got worse as the weekend went on. The guest who booked never actually stayed there.  It was booked for him, his wife and adult daughter. Only one bed was slept in and towels used for one person. Something sketchy was going on there and AirBnB thankfully, got her to leave. 

He then wrote a review that had to be removed as it was further abuse, including name calling, lying about me not saying it was an apartment in the basement, etc. Thank goodness I had communicated only with him via AirBnB, so AirBnB could see the conversations. I did NOT offer him a refund (he told AirBnB I did), I DID tell him clearly it was a basement unit (he said I did not) and I did NOT scream at HIM or say anything he said I did, (because I had no conversation with HIM on the phone, but with a woman.) and I certainly didn't say what he accused me of, because English is my first language and I don't speak in broken English or use the words he said I did. 

This whole thing was very sketchy.  The day after they left, I got 2 more suspicious requests to book, including one guy who said he lived nearby. The address is hidden by AirBnB so the only way he knew, was the guest telling him. Then I got another enquiry what was 'off'. Woman trying to book for someone else, last minute. Claimed they had a dying relative. How did they know he'd be dead in 2 days, I wonder!? Not staying for a funeral either? Just weird. I paused my listings for a bit due to this. 

Another odd thing is the guest has 10 listings, but not one of them has a review!

[Connie504]

Thank you! 

[Bhumika]

Hi @Connie504 ,

I am sorry to hear that you've had to deal with such a difficult situation with your guest. And I hope you are safe and the situation is under control!!

Please don't hesitate to reach out to Airbnb Customer Support if the situation escalates or if you feel threatened in any way. 

[Connie504]

Thank you. I did have to reach out. AirBnB had to help. It got worse and worse. I appreciate your support. I've never had an issue like this before!