Guest breaches policy - Airbnb has cancelled guest remaining stay but guest refuses to leave

[TheMelbourneHome0]

We got a call from Airbnb saying that our current guest has breached Airbnb policy and that his remaining stay will be cancelled immediately.

However, our guest refuses to leave saying that Airbnb has not contacted him to give him an explanation (which is untrue because Airbnb says he has been contacted).

We don’t know exactly what policy he has breached and Airbnb can’t tell us due to ‘customer privacy reasons’.

We are left hanging in the middle. 

What can we do besides calling the cops?

[Anonymous]

@TheMelbourneHome0  

In an earlier post, you mentioned that   your apartment building has its own security service. I don't know if they would be helpful in this particular situation (especially considering that they levy fines when they're asked to intervene) but you should probably at least inform them that you have to remove a trespasser from the property. If they advise you to call the police, that would be your best course of action.  

In most circumstances I'd prefer to go personally to the property and attempt to resolve the conflict directly first. However, Airbnb's failure to inform you of the reasons behind the abrupt cancellation suggest some possibility that this could endanger your safety. You need to be fully informed of what the guest's rights are in this situation according to local laws, and if these laws permit you to commence the eviction, go in with the appropriate backup.

[Helen3]

Hello @TheMelbourneHome0 

Have you received confirmation from Airbnb showing the booking has been cancelled and your calendar is open?

It is incredibly rare that Airbnb would cancel a guest booking once it is underway, where there is no host complaint.

So I would hazard a guess that either their payment hasn't gone through (less likely as they normally try and resolve, or they know it is a fraudulent booking or they have become aware of some previous criminal activity on behalf of the guest.

This is a civil matter and one for you to resolve as the business owner. You can't expect to use your local police force resources for a business matter.

Presuming you have confirmation from Airbnb that the booking is cancelled inform your 'guest' that you will be coming over to help manage the check out process with them, remind them of your check out rules and time. Tell the guest that you can see the booking has been cancelled and that they need to take up any issues regarding this with Airbnb.

Make sure you bring a witness and photo/video the apartment noting any damage.