Guest scamming

[Brian3764]

Hello, I am new to arbmb, After a complete remodel and all new furniture added.

I recently had my 2nd guest over the holiday. My guest checked in for 2 days with a 3rd day extension. Everything was fine during there stay, no complaints. Before there checkout they texted, they would be running past the checkout time. Soon after they filled a compliant with arbnb, claiming our home was filthy and the furniture had stains on them. The guest didnt leave until 7 hrs after there checkout, and arbnb did nothing about it. I feel scammed and not very happy with arbnbs response, as they refunded the guests money and never gave me an opportunity to plead my case. They even closed the file withing 1 hr of the guest leaving. Please help! This again is only my second renter and im not feeling very confident with arbnb having my back... 

What can I do now or in the future. 

Thank you Brian

[Patricia2526 · Accepted solution]

Hi @Brian3764 

For future reference: if a guest does not check out on time, report the situation to Airbnb Support immediately so it is properly documented. Make sure you keep screenshots of any messages where you reminded the guest about the checkout time. If the guest stayed beyond checkout (for example, an additional 7 hours), clearly inform them of your late checkout or overstaying fees and that these will be applied accordingly. Having timely communication and clear documentation will help protect you and support any claim if needed.

[Bronwyn100]

Unfortunately they take the attitude that the guests are always right. The guests comments will not be removed either.  If you have a self contained area for guests booking.com is an option or Stayz. (VRBO)

[Brian3765]

🤔

[Ephraim21]

That is tricky. Are regulations that protect host from scammer? I dont understand why the guest qualified for a refund when they had already spent nights at the facility.