Guest refuses to leave, police won't help, AirB&B won't help

[Kylie51]

After 10 years, I thought I'd seen it all.

Today, a new one. A guest is refusing to leave after their checkout at 11 AM this morning. I called AirB&B support, they said they'd ask her to leave. She refuses to leave. I called the police, they say she might have *tenants rights* because she's been staying with me for 2 weeks, and the refuse to do anything. I knocked on her door, she threatener to taze me (the police said they can't do anything unless I have video of her with the taser, which I don't)

Now I have to call an eviction lawyer, who tells me it might take 45-60 days to get her out. 

My AirB&B support person refuses to acknowledge any of this, and simply keeps saying they've asked her to leave.

How do I escalate my case to an adult who understands whats happening and not someone copying-and-pasting from an irrelevant script?

[Kylie51]

Thank you, this is great advice I am doing this now!

[Joan2709]

@Kylie51 

I would also take screen shots of their profile info (if any) and previous reviews (if any). You can also see what they wrote in their reviews of previous Hosts. I would take screen shots of that too.

If you have any reservations that will have to be cancelled due to this situation, I would save those also as a PDF so you have that information to claim on Aircover. 

Be aware that Airbnb removes the guest phone number on reservations after they stay, so we add the phone number to a Note on the reservation and keep PDF copies of all reservations. At least then you can communicate with a guest who was cancelled via text if necessary.

[Kylie51]

Very helpful, thank you !I did lose her phone number but I was able to get it from her brother (whose contact info I got from another helpful host who had her evicted before she checked in with me, but didn't leave a review until after she checked in with me).

Apparently this is the THIRD Host in a row shes done the same game with!

[Zheng49]

How did she book? Why did you accept this reservation in the first place?

[Kylie51]

She was a new user, 3 months of history but no reviews or prior bookings on her profile. At first, it seemed like an "orindary" booking, I had no reason not to take it.

I only learned she had done this to prior hosts *after* she checked in, at the time of check in, she had no reviews. 

[Kylie51]

oops

[Zheng49]

This is definitely the worst scenario possible to deal with. Almost impossible to deal with in fact, with the lack of action from police. 

Even as an experienced host, I see no way out of this lol. Oregon is partly to blame for this difficult situation. 

The way I would deal with this would be to contact police as well after reservation has ended. AFAIK, the police would be willing to evict in this case due to lack of tenant rights (in Toronto). 

[Elaine701]

@Kylie51 

Maybe it's time to send Hans and Bruno over for a little chat with the guest. 

[Kylie51]

To update, I spoke with two attorneys. They both agreed the police were wrong, and the guest is not a tenant because she has only been there for 3 weeks and to be a tenant she would need to be there for at least one month.

So when the guest left, I changed the codes in the locks so she could not return.

I contacted the police again and spoke to someone else, who spoke to the district attorney, who said the initial call was wrong, and they could arrest her for trespassing. So when she called the police, they told her to go away.

Now we move on to the clean up phase. The guest caused massive damage in the unit, including letting her pets use the floor and furniture as a bathroom, so we will see if AirB&B will cover any of it but it's going to be a lot of cleaning and replacing things now.

[Zheng49]

Thanks for the update. Looks like Oregon is not special after all, and the 30 days until achieving tenant rights also applies there.