Cursing, yelling destructive guests

[Natalie413]

We have an Airbnb on the bottom floor of our home, with a separate entrance an and a locking door between our units. This is all disclosed on the listing so guests are aware. We let the couple who booked last minute today know that we would not be home when they arrived. When we arrived home, they were gone, but once they came back, they  immediately began yelling at each other, cursing, talking about “let’s do some heroin,” and there were numerous and frequent crashing noises. We messaged them letting them know we were home and asking if they had any questions. They did not respond and the noise got louder and more concerning. We called them and let them know it was very noisy and not appropriate for this rental. Of course, they became more belligerent and yelled curses at us. We called the police, but by the time they arrived, the guests had left. We also notified Airbnb. We asked Airbnb to cancel the guests because we don’t feel safe with them returning. Airbnb told us someone from the safety dept would “call us right back,” but no none has. We called again and were told the same thing. Still no call back. What do we do?

[Helen3]

have they left permanently ie taken their belongings ?

How much longer are they booked to stay .

keep calling Airbnb and ask them to cancel as you feel unsafe and share police report details with them. 

Do they have your keys? If so I would be tempted to change the lock .

please don't take last minute bookings they are normally high risk @Natalie413 

[Joan2709]

@Natalie413 

Per @Helen3 's advice, you will have to continue to badger Airbnb until they cancel the stay. Be prepared for a negative review/retaliation from the guest and difficulty getting Airbnb to remove it. Be sure to leave an honest review for this guest.

If you want some strategies on how to request removal of a negative review, you can send me a direct message, or just add to this thread.

Future Prevention

1. Do NOT accept last mintue bookings.

2. Change your lock to a smart lock so you can control it remotely and change the code if necessary in the future to prevent guests from re-entering. This also saves you the hassle of re-keying the lock and/or guests losing keys or copying your key.

3. Turn OFF Instant Book so you can vet your guests before accepting. What kind of reviews did these guest have?

4. What is your maximum stay setting? For listings where Owners occupy the same property, I suggest limiting stays to 7-14 days.