Difficult guest

[Lizabeth1840]

I have a difficult guest. He has been complaining since arrival and he broke the door and said it was broken before he came, probably by the last person. The lady that left this morning was a minister and had no problem with the door. Now I have gone back and found he has trashed every place he has stayed and complains about everything. Not sure what to do. Help! Liz

[M199]

@Lizabeth1840 

Boot him, give him an accurate Review.

Also, since you didn't mention if it was an Instabook or not  either way  I would respectfully suggest you review your vetting of guests.

Good luck.

[Brian2036]

@Lizabeth1840 

Best to get rid of him as soon as possible.

He already broke the door. Given more time he will probably do more damage.

You can expect a vicious review no matter what you do so don’t worry about it.

 I would tell him that if he cancels immediately he will be refunded for unused days, but if he forces me to cancel him, I will object to any kind of refund and demand restitution for damages.

Airbnb will refund him regardless, but maybe he doesn’t know that, and will leave quietly.

[Laura2592]

@Lizabeth1840 this is the time for the old "I am sorry you don't seem to be enjoying your stay. Let me contact ABB and see if there is a better fit for you in another accommodation." But a few questions first:

1. How long is this person with you? Is it worth just sucking it up until the end and leaving an honest review?
2. What kind of reviews does this person leave for others?
3. How do you know he trashes places? Reviews? Did you fail to read those when he booked?

I will say that some people (about 3%) have trouble with our door. We have a keypad with a code and you have to turn the knob to unlock. For whatever reason there is a small contingent who freak out at this and cannot operate the door without one of us on the phone gently instructing them step by step. One guest swore it was broken though he had used it successfully prior. So it does happen like that at times. But this sounds like a deeper issue than fear of a keypad.

[Jenny1110]

I have had two guests staying over the past 3 weeks during mon- Friday 

they are very difficult/sensitive 

Remarks like they felt being monitored after I asked them to not put recycling in with general rubbish 

they also said they were happy to follow some of the house rules 

I pointed out they had to agree to them prior to being able to book

they are difficult but I am finding we are now having to suck it up