Guest breaking rules

[Cody179]

I have an extended stay guest, 41 days.  We sleep two people and charge for extra guest.  She has 4 guest staying.  I approached her with  "I am sure it was an oversight/honest mistake."  Once she finally replied we had a phone conversation.  She began to complain about everything and lie about stuff.  She stated she didn't think she had to register her two children and that her husband was only there on the weekends.  Neither of those are true.  her husband is there every night.  She complained that the place was not clean.  She stated it was clean to the naked eye.  I didn't understand that.  She had complained about the sheets after the first night when I checked in with her.  She stated they woke up covered in cat hair.  The sheets had been freshly laundered and put straight on the bed.  We don't have a cat.  I was going to charge her a greatly discounted rate for the extra guest.  I told her I would be in touch.  Then she sent a text stating we could cancel the rest of her stay and she would find somewhere else to go.  I told her to not worry about the extra fees.  I have now found out they have a cat.  I am beside myself with the lies and manipulation.  What do I do?

[Angelica-Y-Jorge0]

@Cody179 If her children are under 2 years old Airbnb would not count them as guests but if over 2 years old they are guests. Since you have promised not to charge her extra fees I would just leave an honest review and move on. If the cat did any damage Airbnb will not cover it and she could claim it is an emotional support animal.

Sometimes you will get guests like this. If you leave a pleasant but honest review you will help other hosts in the future.

[Sarah977]

@Cody179  In the future, do not have phone or text conversations with guests, particularly for anything that could prove contentious. Keep communication with guests on the Airbnb messaging system so there is documentation if you need Airbnb to take a look at it.

[Lisa723]

@Cody179 in your shoes I would immediately accept her offer to leave. However, do not cancel the reservation for her, as you will be penalized if you do. Instead, tell her that you wish her well and ask her to cancel the reservation herself. If she is unwilling to do this, I would call Airbnb and ask them for a penalty-free cancellation. If you have to refund more than your cancellation policy requires to accomplish a clean exit, I would do that. I would not want this person in my place a minute longer than necessary.