Disrespectful and careless guest

[Lisa591]

Dear fellow hosts,

I am currently hosting a girl that I am having all kinds of issues with. The first days she complained about the WiFi not showing the exact same speed on speedtest.com every time; then claimed that I had guaranteed a certain speed on my listing, which is not true, and said the listing info was misleading. Then she said the WiFi signal only gave her 2 bars on her phone inside the house (her laptop had no issues though), and she said she might have to move out because of that. I have no issues with my phone, and my previous guests had no issues either, and I tested the speed as well. The WiFi is GREAT (speed and connection both) so I really don't know what the problem is, but I tried to make her happy, and I said she was of course free to move out if she preferred, as I want my guests to be happy and I really cannot do anything to solve her phone issue, when it is not a general problem.

Then I told her she had cleaning and change of bed linen and towels included once per week, and told her she could pick a day and time for this. She chose Friday mornings (today). In the morning she asked if she could get cleaning today and I told her that was what we had agreed on, and that the cleaning lady would come around 10am as planned. She said great. When the cleaning lady went at 10:20am she was kicked out by the guest, who had told her she needed more time to prepare breakfast first. My cleaning lady (paid by the hour) had to wait for her to finish, almost until 11am. Then she went in to clean and noticed EVERYTHING was stained by makeup in the house (including the bedspread, mattress cover, cushion covers (for bed and sofa), towels, etc. And the white kitchen towel looked like it had been soaked in coffee or something similar. I went to see her (as I live across the street) to ask what the stains were so that I would know how to get rid of them, and she got super offended that I asked. I have been an Airbnb host since 2008 and have never seen anything similar. She basically screamed at me that if this was an issue she could buy new towels. I told her calmly that I was only asking her so that I would know how to remove the stains. She got super upset and now she just sent me a message that she wants to talk to me in person. I am freaking out since this particular house is brand-new and it was in flawless shape when she moved in one week ago. She is supposed to stay for another 3 weeks... Have you experienced anything similar and do you have any ideas of how to handle this? I totally get that you can spill a glass of wine or a cup of coffee, or break a glass, etc. That is something completely different that happens to the best of guests. But this is not normal.

Thank you all!

[Emiel1]

@Lisa591 

This is the kind of guest you better move out asap. If she is willing to accept, sent her a shortening request ("change" option on the reservation). Otherwise you need to contact Airbnb and ask for cancellation (penalty free).

[Sarah977]

@Lisa591  I strongly second Emiel's advice. This girl is not someone you should try to put up with for another 3 weeks. It won't get any better, it will just get worse. Get her out, however you can manage it.

[Lorna170]

@Lisa591  I agree with Emiel and Sarah's advice, especially if you let this woman stay and she then calls Air about the internet speed being misrepresented.  Many people are not aware that internet speed can fluctuate quite a bit at the "whim" of the provider.   Your cell phone setup also dictates how that phone will react to Wifi and/or display bars.  I can see it now -- the Air CS employee doesn't understand and issues a full refund for "no internet".

I wish you luck with the makeup and mystery stains.  It is disheartening when our properties are treated with contempt.  Also, if my housekeeper had to wait to start a scheduled cleaning, I would have told the guest that she must pay the housekeeper X dollars for the time wasted.  

Good luck -- get her out.

[Mark116]

@Lisa591  Get rid of her.  She is already a problem and a complainer, so if she reviews you, it will already be bad, she may try to get a refund also due to the Internet, so your choice is to have a complainer/damager in your house for another 3 weeks and she may end up getting a refund and giving a bad review, or get her out now and prevent more damage. Contact Airbnb and tell them the is unhappy and confrontational and you are no longer comfortable hosting her and want a neutral cancellation.

[Sandra4095]

@Lisa591  it's probably that **bleep** spray tan crap. Did you get her out?