Inconsiderate guest

[Clare28]

I've been hosting for years and rarely have an issue but I currently have a guest staying in annex, which is attached to house. She is booked for 2 months to recuperate after an operation. She is behaving bizarrely and is really inconsiderate - shouting and swearing while in annex, which obviously can be heard in the house and up until 3am making noise. On her first morning here she was shouting into her phone about there being no effing wifi (wifi is really ggod), no effing washing machine (she knew this before she booked), its in the middle of nowhere - we're 8 miles outside city, etc just crazy random stuff, she was even complaining she couldn't pronounce the house name because its effing foreign - its gaelic and its in Scotland so shes the one that's foreign.  She says she has had knee surgery and this morning spparantly fell. She doesn't reply to messages. Im worried she is a liability for indurance and is clearly happy to lie, and it's pretty unpleasant living next to. Air bnb have said they'll fine me if I cancel her booking and won't guarantee removing a retaliatory bad review. Anyone else had similar?

[Joan2709]

@Clare28 

So sorry this is happening...tough situation. I believe the only way you could get this stay cancelled without penalties is to have Airbnb cancel the stay if the guest is breaking house rules (smoking in a non-smoking listing, not abiding by quiet times; would probably need proof via audio on a camera or noise monitor, bringing in unregistered guests or pets, or bringing a pet to a non-pet listing etc.)

What were this guest's previous reviews like?

I normally don't suggest Hosts use Instant Book; especially if allowing long term stays - too risky as you have discovered.

[Clare28]

Thanks for your advice. They are a first time guest so haven't had any other reviews, I have my settings set so that people can't book instantly if they don't have a good record. 

[Joan2709]

@Clare28 

I suggest to my Host clients they NOT accept guests new to the platform for long term bookings. I suggest they only accept guests with at least 2 stays on Airbnb with 5 stars before considering for a long term stay.

You probably got a request to book for this guest as they had no reviews? I would politely decline in the future for the reasons you have outlined. You need to mitigate risk for long-term stays and need that past history to do that. Airbnb is not really suited for long term stays as they don't offer background checks, security deposits or rental agreements. Other platforms cater to monthly stays and do offer Hosts those protections.

Lots of scams out there and pitfalls with long term stays on Airbnb. Below is a Guide with tips on monthly stays:

Guide to Monthly Stays

https://community.withairbnb.com/t5/Host-guides/Monthly-Stays-on-Airbnb-Guide-Revised/m-p/2066547#M2...

[Helen3]

As you have quiet hours in your house rules I would definitely flag when she's making noise up until 3 am. @Clare28 

I agree always vet long stay guests before accepting a booking. Personally I wouldn't accept such a long stay if you don't offer a washing machine. It sounds as if you knew she would be mainly home based as recuperating from an operation. 

Have a chat with the guest if they don't feel the property bis a good fit you might be able to agree a penalty free cancellation. 

[Clare28]

Thanks. I did make clear to her there was no washing machine before she booked. I will drop round clean linen and towels, but there are laundrettes 10 min drive away - she drove from London so that shouldn't be a problem in itself.

[Frances3408]

@Clare28 . As you are a home host perhaps try and tell Airbnb that its a safety risk for you if the guest is permitted to stay. Swearing, being very loud at night and potentially disturbing neighbours will get you into trouble with local council too, potentially. 

From what you describe I wouldnt feel safe her continuing to stay there either (and I dont home host). We hosts are not a social housing provider or equipped to deal with mental illness in most cases. Years ago as a landlord I had to eventually intervene when trouble erupted between my former tenant (who did nothing wrong) and a former neighbour (behaving like your guest). I called Police. 

Good luck. 

[Marie8425]

@Clare28 

No one logically books an expensive STR when they supposedly have a primary residence to recuperate alone away from their regular medical care for 2 months.  I am sorry about your situation now it's time to put on your reality hat.  You had good intentions, your Guest doesn't have good intentions,Be very careful for yourself how you handle.

I know it doesn't feel right but my suggestion would be just cancel and pay the penalty.  Being right won't help if in 60 days you get your listing back with expensive damages.  Sometimes a business has to decide between two financial losses.  Choose the least expensive loss.Yes, you pay the penalty and a loss of her revenue, but what if when she leaves in 60 days there is 4000 in damage and how much future revenue you lose because repairs have to be done.

Airbnb Guests aren't all scammers but if 1 does get into your listing, it has to be fair protection of yourself against someone who isn't good intentions.

[Marie8425]

@Clare28 

Thank you I don't think you did anything wrong.  Scammers put you in a defensive mindset, because you get distracted about you have wifi problems, no washer.  It is in their bad intentions best interest if you are focused on your supposed failures then their obvious bad behaviour.

[Marie8425]

@Clare28 

Just a hello.  Hope everything is quiet now.

[Clare28]

It seems to have calmed down thanks, hopefully i won't need to escalate. Counting the days now. I have been shocked how genuinely unhelpful air bnb have been. Their approach has definitely changed.

[Marie8425]

@Clare28 

I agree sometimes a pain.

Please remember though Airbnb is a great platform that drives Guests to us.

You are an extremely nice person, but to Airbnb Support you are a stranger telling your side of something they have no knowledge of and they have never talked to your problem Guest.

If unknown people call an irrational Guest and try to discipline an unreasonable but still an adult.

I don't think she will change a not nice personality.

So you sound extremely smart though not fun you are the best decision maker about the situation.

If she wants to waste her time yelling on her phone no washer.  Who cares you never offered one.

If she wants to yell during posted quiet time.  Get up call and say stop.

Not a negotiation, it is posted so just no.

Keep posting we have support for you.  Bad Guests aren't often, but we all have a story.

[Clare28]

An update - Air BnB effectively forced me not to cancel the booking - refusal to remove a retaliatory review and cancellation fees. So 2 months of appalling behaviour - including loud phone sex, screaming and shouting etc.. When guest checked out bedlinen was ruined, mattress topper stained beyond anything I could rescue, half digested food in shower and on and on. Air BnB were less than useless, and after current bookings I'll be leaving the platform after over 15 years as a super host, their lack of care was the last straw. 

[Helen3]

How awful for you @Clare28 

It's incredible  that Airbnb wouldn't let you cancel after you provided evidence of late night noise /breaking your house rules.

Personally in your situation I would have cancelled the booking if Airbnb wouldn't and taken the hit when you first raised this issue back in February.

thankfully your honest review of this guest will help other hosts hopefully avoid accepting her bookings. 

I agree customer support is pretty appalling these days.

one thing I can see nothing but positive recent reviews can you screenshot the negative review you mention Airbnb wouldn't remove? 

[Clare28]

Hi Helen, luckily the guest just threatened it 'I'll destroy your business' were her words, but she didn't realise that she only had 14 days, so she has apparantly left it as a response to my review. Air BnB even advised her to call me, when she threatened again to leave a nasty review.