Awful guest is hosting friends

[James2566]

I have a nightmare guest which AirBnb won’t let me evict so I just need to vent this as I count down days.

He’s been receiving friends daily, his girlfriend moved in a couple days in without notifying us (20 day booking); housekeeper informed me there were two guests. I speak to him about it in person and reiterate on AirBnb our no visitors policy. For his girlfriend he tells me “do what you want with your guest count”. I send my husband to speak to him in person about girlfriend and friends. We then reiterate the points over AirBnb inbox to be sure. 

That very same night, he knocks on my villa next door and asks my guests to borrow wine glasses because he’s having friends over later. My guests say that’s not allowed and he says it’s ok because he told us about it (not true). Guest gave him the glasses too! 

AirBnb won’t let me cancel, the guest is in full control. 

We send our housekeeper in once a week and she’s reported everything from towels in the gardens, broken glass everywhere and black foot prints all over sofas. So it’s not just this, he’s an all-around jerk. 

He’s also asked her for extra linen for when his friends sleep over (declined!)

My question is what kind of review would you leave for this guest? And also... can you believe this guy?!

[Sarah977]

@Inna22  Did you read through everything this host has said about the guest's behavior? I understand and agree that hosts need to chalk some things up to the cost of doing business, but this isn't about a couple of broken glasses or stained towels. This guest's entire attitude seems to be one of disrespect and entitlement. He even lied to guests in other units about having cleared with the host about having friends over.

And "She has a video showing broken glass everywhere on the floor (bedroom, kitchen, patio)". Is that how you relax on vacation? Crunching over broken glass in the bedroom and kitchen without bothering to sweep it up? I seriously doubt that.

[Inna22]

@Sarah977 yes, I did. And guests should not talk to hosts that way. Neither one of us were there and I despise victim blaming however considering the hosts attitude towards towels and glasses, it is entire possible that this host escalated the situation. You can come up and say- hey, your girlfriend is staying over it seems, I do not allow guests, I understand you did not think of this when you booked, how can we resolve this (and yes, I know, the guest should have read the rules, planned ahead blah blah but we are in customer service industry). Or you can come in guns blazing and the guest is now thinking: f.. this, f.. this host, I am going to do whatever I want. 

I am not saying this host provoked this guest but we do not know the whole story, we only know the side of the host. My main point is that many hosts will benefit from relaxing severe rules. I particularly expect those with multiple properties to offer more of a hospitality industry set up. Who ever heard of a hotel going after guests for towels or not letting a couple of guests into the room if they are not creating a disturbance.

[Ann72]

@James2566 ?  Why are you a doormat to your guests?  See, for instance, these paragraphs from two other posts where you had trouble with guests:

"...we gave her four free meals and included our free signature cookies, popcorn and a couple beers. She asked me for a UK power adapter, I had one at her door within 20 minutes. She asked me to check in at 9 AM, I said no problem....On the day of checkout she asked me at 10:30 AM if she could have a late check out. ...  I...gave her an extra half hour."

"We let them check in hours early, smoke on the patio since there were no guests next door, gave them free meals and toilet paper on Sunday when they didn’t realize restaurants and stores were closed. The price was $100 a night for a luxury studio because of COVID. I guess I just felt like where do I draw the line of generosity?"

You draw the line at the first communication.  That's where you draw the line.  You need their respect, not their friendship.

[Stephanie365]

I would just go over and say, "You have until 3 pm today to leave. This is my home and AirBNB has no say. If you are not out by 3 pm, I will notify the police that you are trespassing and have you removed."
 
I would also get on AirBNB Twitter and inform them the reservation is cancelled effective 3 pm. 

Is it even worth it to have someone like this in your home?