How far should a host go to help a guest

[Rachel2991]

I have a handicapped “friendly” AirBnb. A guest booked last minute and had a paralyzed person in a wheelchair accompanying. They had an accompanying aid but couldn’t get him transferred to the bed without help so they called me (at 10:30 pm). I gave them some medical contacts and the number to the fire department to call, which were all unable to assist apparently. I ended up helping to lift and lower him (in the middle of the night) and now they say they can’t leave my rental even though check out was almost two hours ago (I have other guests coming) without my help again. How far should a guest have to go in this situation? I’d love some opinions from other experienced hosts with disability friendly places please. Thanks in advance!

[Inna22]

@Rachel2991 I think anything you do to help in this situation as a host becomes your liability. I would stay away from a physical contact with any guest for any reason (I mean of course if someone is needing CPR or chocking I would step in). Short of that, I would not get involved. I am sorry you were dealing with that.

[Robin488]

I’m assuming you are not a nurse… but really this is a liability,  my hospitality side always wants to help, but I do not touch others, at get involved in bathroom or bedroom stuff at all. I’ll talk to themon the porch,  but I only enter the property with someone with me, and only for property related issues 

[Jennifer1897]

@Rachel2991 While I can empathize with this individual and their party, it is in no way your responsibility to assist them in the transport of the guest from wheelchair to bed or anywhere for that matter. As others have said this could be a liability. What if the individual gets injured in the transfer process and they blame you?

I think providing them numbers for assistance was the best thing you could have done. While there are some things you can't plan for completely, it is the responsibility of the guests, including their aid, to ensure they can manage in the accommodations they selected knowing the limitations of the disabled member in their group. Additionally, knowing this was an issue for them (given the prior night transfer) they should have been more proactive about addressing it in the morning, not throwing their hands in the air and expecting you to assist 2 hours post checkout. 

I would respond with a very polite yet precise message. "Hello xyz, thank you again for choosing to stay with us at our Airbnb. While we empathize with your situation, we are unable to assist with medical care of any kind due to liability issues. To assist you I have provided the contact information of several home care aids and non-emergency first responders." 

[Marie8425]

@Rachel2991 

Speaking as someone in a wheelchair, everyone is right liability.  You do not have any education or experience.  If I go to an X-ray at a m edical facility because of liability I am required  to bring an aide if I need to transfer to an exam table.  I don't require major assistance but impossible for me without 1 person to help.  They can not offer me help.

[Marie8425]

@Rachel2991 

Also has a disabled person in a crisis situation the fire department does come out to determine if a crisis.  They don't tell me no over the phone.   Again liability the fire dept said no over the phone so we had to call the host for assistance and the disabled person's leg got twisted.  Besides you the disabled person is going to sue the fire dept also.