Guest is hospitalized and can't return to claim his items or car but we have new guests coming next day!

[Amy2884]

Hi all,

I'm totally new to Airbnb. One of our guests informed me that he has been hospitalized and might have to be in the hospital for 2-3 days. He said he left his keys on top of his bag for if he can't return. His check out date is tomorrow at 11am. At 3pm tomorrow, we have a group of FIVE coming! 

I told him to let us know if we can do anything to help and that if he isn't back by 11am, that I will carefully store his belongings in our home where it will be safe until he is well enough to collect them. He hasn't replied. 

Is this allowed- Moving a guest's items if it is after the agreed upon check-out time? I am worried about him being upset or being in legal trouble if we touch his items. I've heard so many scammy horror stories and hope this is not one of them!

What is the best course of action here?

[Jennifer1897 · Accepted solution]

Hi @Amy2884  Sounds like a challenging situation for both you and the guest.  Scams happen, but it is difficult to discern if this might be one. If the guest is well reviewed with previous stays, then it is likely just an unfortunate event. 

I would suggest a couple things as follows.:

1. Call Airbnb support and make them aware of the situation if you have not already. While customer service isn't always the best at navigating issues, they will document the case and can make suggestions if it reaches a point that the guest is not able to return. They may opt to open a case immediately or they may wait till he exceeds his check out time. 

2. Make sure all communication with the guest is taking place via the platform.  This way all conversations about him granting you permission to move and store his items is documented. In the event any issues arise later on, this will help support your side of events. 

3. If A guest exceeds the agreed upon time of their stay, they are essentially no longer a guest, unless in the rare event they qualify for tenant or squatter rights which are typically reserved for stays over 30 days. It doesn't sound like the stay was an extended one. 

I would make sure the guest's consent to pack their belongs is verbalized on the platform, pack their items, and notify them that you will securely store them for XXX amount of time. Let the guest know how they can arrange for pickup since you have new guests coming in and do not want to create a disturbance. 

I am going to link another thread that has some similarities that might be helpful for you. 

Guest won't check out, What are my rights? - Airbnb Community (withairbnb.com)

[Amy2884]

Thanks so much for your help Jennifer!

I ended up calling Airbnb as you said and they said they could call him to try and figure out if he would authorize me to move his belongings. I didn't have his number so I thought this was a solid option. 

He ended up responding before Airbnb got back to me. He apologized for the inconvenience, said yes to me moving his stuff, offered to pay extra for his car being parked (to which I declined), and then sent me a photo of him at the hospital!! He didn't say what happened but it looked bad! I felt so bad for him! 

Anyway, thanks for sending those tips over. It's good to know to keep all communications within Airbnb as I had sent him my number before check-in in case he had any problems! Now I'll know for next time. 

I'm starting to realize how important it is to be cautious AND kind on Airbnb.. you never really know who you'll come across!!