bad experience happen..
if I'm in your position..
I will double checked my settings and flaw with in me..
bad things will happen sometimes is unavoidable.. i usually allow small percentage to make mistake ..
you should be more firm, consistant, and less fear (help you be more honest) and also don't forget to breath
double checked your check in check out policy.. and keep it steady
never forget to be polite.. remind your guest in the morning for their plan and schedule for check out..
cause there are guest coming at 1 I have to start cleaning at 11.. don't send your cleaner home..
you are doing a business not sucking up to people. be firm and understanding.. but sometime no toleration cause of explain condition..
star cleaning with our with our guest ready to check out.. or clean it and store their lagage a side ..
you need to communicate before hand and be firm.. cause you have to lead both guest so none of their right is being violated.. yet they also have duties to follow..
flexibility can be tolerated if the condition is in favour..
but not when is crucially time constrain..
do what you must do to uphold most of your guest rights..
ask why airbnb do what they did..
communicate, find out.. and stay strong.. is not easy to deal with people.. but no body said is always easy to earn money as well.. so
good luck..
buy time when things are out of hand.. be more creative.. 12%intention have another 99% ways to solve it.. explore your option through experience and creative mind.. calm down, and open up.. you only get better by accepting today mistake.. make sure to communicate in details.. but relevant..
that is my perspective any way..
is not right to take people's right.. and no point explaining some thing that is not your priority.. like telling Airbnb too late.. try messaging the say I cannot find my guest that needs to checked out and I need to prepare for the next..
don't let them manipulate about the different dates is all written in airbnb ..
but if the booking from different platform .. you might be in mistake of double booking..
hope it helps..
cheers
Jeffrey Bong