Help! guest throwing a party!

[Marissa160]

I need advice please! Had a guest with a reservation for 5 people. I have a 10 person max and no parties on my listing. My cleaning crew told me earlier in the day they thought way more than 10 people came to check in. I sent a reminder to the guest about the max number of people allowed in the home. A neighbor called at 11 pm tonight to say there is a huge party going on, with at least 30 people and they were going to call the police.  I talked to the guest and asked them to send people home and turn down the music or we would call the cops. Question for the community: would you ask them to leave in the morning? Or let them stay for one more night on the reservation in the hopes they will not trash the property? 

[Joan2709]

@Norelle1 

DO NOT LET THAT HAPPEN. Get on the phone with them and do not let them get off the phone until it is resolved. Here is the safety phone number. Use this when contacting Airbnb. Tell them you want the stay cancelled and the guests OFF the property. They may ask for photo/video proof of an unauthorized party. If there is damage discovered after they are out, you'll have to file a resolution claim and deal with the ridiculous way those are handled by Airbnb. 

Airbnb Safety Hotline

(510) 295-2120

You want these guests out! You may end up having your listing temporarily suspended for a "party", even though you did not authorize it. This is how Airbnb handles "parties". 

[Norelle1]

I called the number and got a support ambassador (julius) who transferred me to Arleene in T&S. What i got was the case is still open, it's being investigated, and Casey is my case manager. This is the first time I got a case manager name. There was a note in thr system for Casey to call me (doubt she will) but she makes the determination. I did confirm they reached out to the guest as well. As for photos yes I have them and they were uploaded already. Don't really care if my listing is suspended because I don't want to use Airbnb anymore.

[Joan2709]

@Norelle1 

Well at least you are getting somewhere...give them an hour or two, then contact them again. Keep doing this until the stay is cancelled by Airbnb. Tell Airbnb to advise the guest the stay is cancelled and they are required to leave the premises. Do not let them drag this out for another day.

Then ensure the guests leave the premises. Frankly, I would also change the door code immediately after the stay is cancelled so they can't use it to re-access inside. Be sure you see them leaving on your cameras.

Hosts have said for a long time that a listing should NOT be suspended if the guest holds an unauthorized party that is reported by the Host - this has fallen on deaf ears. The guest should also NOT be allowed to leave a review on a stay that was cancelled by Airbnb for the guest violating House Rules. However, I wouldn't be surprised if the guest can still leave a review.

All moot of course if you plan on leaving the platform...

[Mark116]

@Marissa160  How did they react when they were caught about the party?  Do  you reinforce w/guests that only the registered guests are allowed?  Are you able to go there yourself to see if there has been any damage from last night?  Depending on the answers I might let them stay the 2nd night but you are well within your rights to cancel them and make them leave.  You should be ready for a bad review as well, as you will find that bad guests who are caught doing bad things will often lash out.

[Marissa160]

@Mark116 @Hi! I called them and they answered immediately. They more or less admitted to having a party and said it would only be a couple more hours. I firmly told them to wrap it up and have the extra guests leave. We have a cop in the neighborhood and I told them I would call them. Our neighbors that complained  didn’t call me back so assuming they did what I asked. We are remote but I can get out there to check things out. We were more or less worried about retaliation to our home if we can ask them to leave, then show up a couple hours later to investigate. 

[Mark116]

@Marissa160  People are really unbelievable.  'Hey, yes, I'm having an illegal party at your house, but we'll be done with it in a couple of hours, so no worries'  That alone makes me lean toward cancelling them.  Airbnb is at the moment, pretty lenient on canceling w/firm evidence of a party, but they will still be able to leave a review.  I'd go with your gut. If you think they're just clueless a8888 who didn't read the rules, let them stay.  If you sense they will harm the property because they were caught having an illegal party, then I would probably have Airbnb cancel them and if at all possible go there to be on site them checking out.  Your place is really lovely by the way.

I also agree that 10 guests seems too many and is inviting damage.  10 people is already a party if you know what I mean

[Marissa160]

@Mark116  Thank you so much! We love the cabin and I guess that’s why we are so hurt people would do this. I know I need to have a thick skin. I changed the max guest count immediately. I am leaning toward asking them to leave today. 

[Sarah977]

@Marissa160  Hurt? Guests aren't your friends or family. They don't care about you. You are running a business- keep that in mind, and act accordingly. Nothing wrong with having a soft heart but save that for those who deserve it. 

It shouldn't be your concern that guests who disrespect you and your home by throwing a party have "nowhere to go" if you kick them out. They can go sleep in their car if need be or get a motel room.

[Marissa160]

@Sarah977  Thank you for the advice! 

[Marissa160]

@Mark116 hi! Just wanted to update you that I did ask them to leave and they left pretty quickly. The house wasn’t too bad considering, but they definitely weren’t being honest and I’m glad I got them out. Thank you for your advice. 

[Karol22]

This has happened to us before. When we received a complaint from neighbors, we went to the property with a camera recording everything. We then got the attention of every person in the property with a strong vocal voice and told everyone to leave or we are calling the police for violation of private property. Everyone cleared out and we didn't have to call the police. We were recording the entire interaction and everyone's faces were on camera, they knew they were in the wrong and left immediately. We then kicked the hosts out on the same day and told them to get a hotel. We then contacted Airbnb to let them know about the incident.

[Shiho20]

Call the police and have them escorted off the property immediately. Then contact Airbnb and report the incident. Have the person black balled for having a party at your house.