Issue with current long stay guest

[Mahmoud67]

Hello, I'm looking for advise!!

The current guest have texted me that he will not be there during check in & someone will collect the flat keys on his behalf & I agreed as he sent me the ticket that will arrive two days later.

I texted him two days after the check in to make sure everything went on the right track & he respond that all is perfect.

On 14th Evening he texted me that he is facing some issues & claimed that the apartment has flea or bugs and this is 7 days after his checking in.

1st, I was surprised when I figured out that he did not traveled & someone else who is staying at my flat & I don't know even who he is ? and he said that he won't be able to come but he claimed that he is his brother which is not proofed yet !!

Immediately, I was trying to coordinate with the person who is staying at my flat to support him but he was keep postponing our calls with excuse that he has meetings till 9 PM then another delay till 12 AM finally he called 1:30 AM which we were sleeping that time. Second day 15th December on the morning again he promise to call after 1 PM & didn't call, all what we want is taking permission to get pest control company for treatment & to get more info why this is happened ?!!
Finally he called at 5:30 PM  & the pest control company had to leave as their working hour till 6 PM and my appointment was at 2 PM to do the treatment.

I had to communicate with the original guest who did the booking & explain that we are chasing his brother & he said that we can go ahead & enter the flat & agreed that today the company will come to do the treatment.

The pest control company report is very disappointed as the type of flea or bugs were there was due to the infection of the past 4 - 5 days. This kind of infection happens due to one of the below reasons: either by presence of pets or kind of left over food or juices for long time.

I have texted original guest who did the booking to inform him the same with some photos to show him the amount of left over food & spoiled juices can were spoiled with no answer from his side & this is have costed me around USD 75 including cleaning all these mass.

When the other guest came to the apartment, he said I cannot stay here & either to pay for two night hotel stay + refund or writing bad review on Airbnb.

At this point, I have decided to report him as he is trying to get benefit out of this situation which is he is the main reason behind this issue.

The issue concludes as follows:

1- The guest who did the booking is not staying at the flat & trying to hide someone else identity.

2- The issue they were complained about it, they are the main reason behind as after staying at the flat 7 days, the flea or bugs start to come & this is because of pets which is against my house roles or left over food or juice and this is still he is the reason behind.

Having said that, My flat is completely new includes the tiles, decoration, painting & all furniture. In addition to, I have hosted many guests since I started two month ago from Airbnb & other sources. no one ever commented on such issues & my flat star rating is 5* always.

I have all whatsapp communication & proof for each statement of the above.

Looking forward your advise

[Mike-And-Jane0]

@Mahmoud67 A couple of suggestions

1) Keep all communications on Airbnb messages. Where phone calls follow up with message saying 'as per our call today we agreed... OR I am disappointed that on our call today you threatened me with a bad review....

2) Get Airbnb to cancel the reservation now you have discovered the person booking has not turned up. You will lose the  money for the remainder of the stay but I fear for your apartment with these guests.

3) Accept that you will get a poor review and just be ready to respond to it in a sensible manner - Good advice on response can usually be found here

4) Pray everything works out OK

[Mahmoud67]

@Mike-And-Jane0 Thanks for the advise. I had all communication on whatsApp messages I hope this will help as it's guest's registered number on Airbnb

[Sarah977]

I don't know if Whatapp messages are acceptable to Airbnb. You are supposed to keep communication with guests on the Airbnb messaging platform.

This is a scammer guest and unfortunately you should have never agreed for anyone other than the booked guest to get the keys. That was a huge red flag.

You can report him, but that doesn't mean Airbnb will do anything about it. They likely won't sympathize as far as it being a 3rd party booking, as you agreed to let someone else have the keys. You should definitely have the pest control company's report ready to submit, as if the guest leaves a review saying the place was infested with bugs, Airbnb will delist you pending an investigation.

@Mahmoud67

[Mahmoud67]

@Sarah977 

Thanks Sarah. this is good advise. I spoke to the support service specialist & he reviewed all communication. Basically he was so helpful & assure me everything should be alright and obviously the bug issue for sure because of them as it started 7 days after they checked in. If they were bugs they should have pointed out maximum on 3rd day not after a week. 

Anyway, even if they wrote negative review, I can dispute it by the photos that I have & the best control company report