Guest missed checkout. Unable to reach them. Next guest arrives in a few hours.

[Sherrie46]

Hi, I’ve been hosting for 3 years and so far have had great experiences. Today at 11am checkout time my cleaners entered apartment to prepare the place for our next guest arriving at 4pm. All of the previous guests belongings are still in apartment with no appearance of checking out. I have called and messaged the guest and have received no response. What should I do? I am thinking to carefully pack her things at noon and store until they return or at least return my messages . Is this the proper thing to do?

[Sarah977]

@Sherrie46  Yes, you have no choice. You have another guest due to check in and the previous guest's booking is over. (Perhaps they got their check-out date confused) .

Send the guest an Airbnb message telling them that you'll need to do this, so it's on record. 

It's always a good idea to send a check-out time reminder to guests the evening before check-out day.

[Dale711]

Salut @Sherrie46 ,

@Sarah977  advice is correct.

Please do acknowledge Airbnb Support Help Center for the incident, request the CS to contact the guest immediately.

I am afraid that the host is not allowed to touch or moved a guest belonging without their contain.

It happened often, guest does a late checkout without informing the host or leave belonging in the listing and collect the luggage end of the day. 

Some guest supposes that Airbnb home accommodation as same as commercial hotel concierge or coordinating with porter service.

Hope the guest return soon.

[Sarah977]

@Dale711 "I am afraid that the host is not allowed to touch or moved a guest belonging without their contain."

The person is no longer this host's guest. Their booking has come to an end. They have no legal right to have their belongings in the host's property and the host has every right to move them.

[Dale711]

Salut @Sarah977 ,

Thank you for pointing that out. I'll keep that in mind.

Best, 

[Sherrie46]

Thanks so much everyone! They did have confusion on Check out date  and have returned for their property. Thanks so much!!