Disruptive guests

[Courtney769]

We had a guest host a party at our property.

I reached out to Airbnb support numerous times throughout the night and they have been unable to resolve this issue for me.

The property that they are staying at is a duplex. The noise disturbance and police presence has frightened the other Airbnb guests who had you children in the other top unit. This guests who is frightened over this has reached out numerous times due to the disruptive and disrespectful behavior of the party goers in the bottom unit.

The police were called three times on the bottom unit guests. I have requested that since the Airbnb guests in the bottom unit have not adhered to the no party policy that Airbnb up holds and since they’ve become a disruption to the neighborhood that they be removed from my property and Airbnb cancel their reservation with no penalty to meet the host.

The support team that I talked to through the platform was unwilling to resolve this without penalizing the me, the host.

I would love to get some advice  on how to cancel the disruptive guests reservation. I do not want to give them a refund. I do already have to give a refund to the other guests who were staying in the top unit, frightened and would like that applied to the disruptive guests in the bottom unit bill.

any advice would be great! I’m so disappointed with the support we have received this far and I have new guests checking into the unit above the disruptive guests you are there for another night.

[Joan2709]

@Courtney769 

Are there addl guests at the property not on the reservation? I would use the term "unauthorized guests" with Airbnb. Try to avoid the "P" word (party) as many times, believe it or not, Airbnb will suspend your listing for having a party against their anti-party policies even though you never authorized a "party" and the guests did this without your consent.

Contact the Trust & Safety Department directly - (510) 295-2120

Advise them your other guests are complaining and may wish to cancel due to these guests and you have other guests arriving that may wish to cancel as well due to these guests. The stay needs to be cancelled (without penalty to you) and guests causing the issue must leave. Be sure to delete their door code so they cannot re-enter. Do not allow Airbnb to talk you into them letting the guests stay. You want them OUT NOW. Advise the current guest is violating Airbnb's policies (Ground Rules for Guests) and If there are unauthorized addl guests present, I would say they are breaking your House Rules regarding the number of guests. Get a copy of the police report as well for the noise violation. Keep video/photos of the issue as well. Keep screen shots of the other guests complaining about the noise. Be sure you have messaged the guest about the noise and complaints aI would also quote the policies below:

What’s Expected of Guests

https://www.airbnb.com/help/article/3053

Ground Rules for Guests

https://www.airbnb.com/help/article/2894

Review

Expect a negative, retaliatory review from these guests. You have a better chance of getting the review removed if Airbnb cancels the stay. Be sure to write your own honest review of these guests (carefully worded so the guest can't get Airbnb to remove it). I would say:

"these guests broke several important House Rules and caused issues with neighboring guests. We would not host again and cannot recommend them to other Hosts."

If there is damage and extra cleaning I would mention that as well. 

Prevention

What kind of reviews did this guest have before you accepted their request to book? Any warning signs?

I would stop accepting 1night stays; especially over the weekends or holidays (several ways to do this). I would also not accept last minute bookings. 

I suggest Hosts have noise monitors at their listings as further proof. They are invaluable for proving your case. Minut and Noise Aware are the two that are used the most by Hosts. Noise Monitors need to be disclosed on your listing per Airbnb policies. You receive notifications of noise levels in an app on your phone and can forward screen shots of that to prove your case.

Noise Monitors

https://www.airbnb.com/help/article/3061

[Joan2709]

@Courtney769 

I would also turn OFF Instant Book. That will also help deter these types of guests.

[Helen3]

it's an awful situation for you  and I feel so sorry for the family who are also your Airbnb guests @Courtney769 

After reaching out to Airbnb with evidence and telling Airbnb to cancel saying it is a safety issue and there were multiple visitors not on the booking occupying the listing and disturbing neighbours ... I would have gone to the listing   as soon as you had evidence from the other guest and the police (if you don't have CCTV) with security and got the partying guests out.

i believe if you ask Airbnb to cancel they will be refunded but I wouldn't be focussing on that but rather getting them out and going in ASAP to assess the damage.

did you offer to pay for a hotel for the family that were frightened? 

[Helen3]

Just to add @Courtney769 I've now had a chance to look at your listings and see you have a number of guests highlighting noise problems from other guests in your review so you're aware this can be an issue .

what sort of vetting have you put in place to try to minimise issues with noisy guests ? Do you have noise monitoring software /cctv?