Challenging guest experience despite them having great reviews - any advice?

[Michelle2214]

I'm currently hosting a young woman who had 6 glowing reviews about how kind, friendly, and respectful she is.

My guest started out by smoking pot inside the unit which I could smell coming into mine. After reminding her to smoke outside in the shared yard area, she did comply but has been non-responsive when I have entered the yard and greeted her, even turning her back to me.

The only word she has sort of directed towards me were to ask my dog to get away from her. It's his yard too, but I immediately joked that he thought she had treats and ushered him into the house.

She has now begun slamming the exterior door loudly and frequently throughout the night as she comes in and out to smoke. I sent her a message suggesting that if she was not happy with the booking I would be happy to refund her for unused days.

She has now been either ranting to herself or talking loudly on the phone (not sure which) inside and outside of the unit under my and my neighbors bedroom windows for several hours. I asked her to quiet down from my window but I am afraid to go down and address her in person as it is just me and my toddler And it's the middle of the night. I did call Airbnb and they suggested waiting until the morning to have them contact her for relocation so that she does not further escalate.

Side note, I am in California where pot is decriminalized.

Six glowing reviews. One of them even mentioned how kind she was with the host's dog!

[Huma0]

@Emilie 

I am afraid that most of the complaints would probably be to do with customer support.

I find that it is never really effective or fair when a company uses the people who are being complained about to handle complaints!

It should be a separate, dedicated department. Of course, they are not ever going to be completely impartial, seeing as they are working for the same company, but they are usually there to deal with issues that customer services has totally failed to deal with.

This is like saying, please call the employee that was rude to you to complain about someone being rude to you and expect them to make a judgement on it.