Different Ambassadors Taking Different Decisions

[Tim4030]

We have a long term booking where ultimately the guest has brought unauthorized overnight guests over several times. We have this on our ring cameras. 

We want the reservation cancelled; the guest called us since we have our number on the emergency list on our house rules, per the city requirements - he threatened to call the police and would sue us, etc, if we canceled the stay. This is a no-no for us.

We finally got an ambassador that said they would cancel the reservation since we had multiple issues with the guest - but it can't be made from a co-host request but from the main host (sigh). 

So we re-request we the cancellation and the last ambassador said that we cannot hop on conference calls with the co-hosts and said she would hang up- when we have been hopping on the calls together since day one we always had a host issue. 

Then, despite what the previous ambassador said, she would penalize us if we cancelled and she cannot honor what the previous ambassador stated regardless and we would lose superhost status, and we have to pay a penalty.

Then, a new ambassador said they would cancel but they would refund the entire stay, instead of just the remaining days.

Then, a different ambassador said they cannot cancel at all again.

Then, a different ambassador said they could but then they can't.

None of the Ambassadors are reading the notes and coming up with their own different determinations.

We don't feel safe and we want the reservation cancelled after the threats.

Why is every ambassador saying something different? Very frustrating. Support seems to be going down the drain for superhosts.

[Joan2709]

Hi @Tim4030 

So sorry this is happening and with long-term stays it can be difficult to remove a guest if they don't want to go; especially if they have established tenancy according to your state tenancy laws. If the guest broke house rules by bringing undisclosed guests to the property, that is grounds to have the reservation cancelled by Airbnb. That said, if Airbnb does cancel, but the guest won't leave, you're kinda stuck if they have established tenancy. Airbnb will tell you to call the police if you feel your safety is threatened. But calling the police won't get them removed, as legally they have a right to stay until you get them evicted through the courts. I would at least send the guest a message on the platform documenting all this so there is a record on the platform ( their threats in the phone call, their violation of bringing undisclosed guests and that you want them to leave the property). 

The Hosts I have worked with don't voluntarily do long term stays for this reason (and many others). Some Hosts don't have an option, as they are required to do 30night+ stays by local STR restrictions. Sigh. No excuse for all the different responses from Customer Service. 

Maybe another Host can offer some other suggestions?