I told a guest I can't host him

[Kristina764]

I agreed to meet a guest for check-in, but when he arrived, I became very concerned. He appeared disheveled, smelled strongly of weed, his eyes were red, and he looked as though he hadn’t slept in a week. Additionally, he only had a backpack, and his clothing looked dirty. My property is in an upscale building, and I cannot allow someone who smells like marijuana—and is very likely to smoke it—into the unit.

I had to inform him that, due to my concerns, I would not be able to host him. In the past, I’ve had similar experiences where guests exhibited these behaviors, and my gut feeling was correct: they were using drugs. Within days, police and ambulance services were called multiple times, creating a terribly stressful, exhausting, and time-consuming situation for me as a host.

While this guest does have good reviews, I noticed one review mentioned that he had 17 cars parked in front of a house where only one was allowed—clearly indicative of a party or disregard for house rules. This further raised alarm bells.

Now, Airbnb is telling me I will be penalized for refusing to host him. I’m very concerned about the consequences for my property and my experience as a host. What should I do in this situation?

Thank you for your guidance.

[Joan2709]

@Kristina764 

Oh dear....

I'm afraid you are not permitted to decline to Host someone based on appearance (or smell). This is against Airbnb's policies and they would consider that discrimination:

Discrimination Policy

https://www.airbnb.com/help/article/3058

What we don’t allow

• Refusal of Service or Differential Treatment: Airbnb users may not treat members of the Airbnb community differently or deny service to someone because of their protected characteristics or the perception that they have a protected characteristic.

 For example, Airbnb hosts may not do the following based on a user’s actual or perceived protected characteristics:

1. Decline or cancel a booking
2. Impose different terms, conditions, or house rules (e.g., different limitations on access, fees, or other requirements related to the listing or booking process)
3. Indicate a preference for or against a specific type of guest

They can actually suspend ALL your listings for violating their policies, not just the particular one involved.

[Marisa182]

I agree with @Joan2709 . The rules are very clear. Maybe he had been traveling and not looking his best. Better to have dealt with the consequences later, if there had been any to deal with. I hope you can work it out!

[Shelley159]

Hi @Kristina764 

In this situation I would be concerned about how to avoid future issues, as you've had similar experiences in the past that ended badly. Take a look at what the bookings have in common that may be increasing your party risk - is it one-night stays, last-minute bookings, instant book, single-guest bookings, low prices? If it may be a problem in your area, perhaps it's good to get in touch with local hosts to share strategies.