Right of entry to fix a maintenance problem?

[Wendy1320]

My water filtration system has been making a "funny" noise and showing a red light for a few weeks. My maintenance staff needs a specialist, but twice when the technician has arrived, and we have told the guest our need to enter, the (different) guests have said it is not a good time.  I have given them a general notice of even a day, but with specialists, you cannot always get them to arrive at a specific time or even day during the "turn" time. So I have paid a technician twice, but no entry.

What are my rights and responsibilities? Can I put something in my notifications?

Wendy Munson

[Anonymous · Accepted solution]

@Wendy1320  Refer to the Terms of Service sec. 2.3:

 An Accommodation reservation is a limited license to enter, occupy, and use the Accommodation. The Host retains the right to re-enter the Accommodation during your stay, to the extent: (i) it is reasonably necessary, (ii) permitted by your contract with the Host, and (iii) consistent with applicable law. 

With that in mind, it's probably best that (if possible) you arrange to enter the home along with the technician for the scheduled maintenance. The guests can say what they want to the technician, but they have no right to turn you away from your own property.

The fact that they're refusing to cooperate suggests it might be better to just terminate the booking. The gentle way to do that is to send them a modification request with an earlier checkout date informing them that, since they were unable to accommodate critical maintenance during their stay, you will need them to vacate so the technician can complete the job. I'd be tempted to substract the cost of the technician's wasted time from their refund, but I doubt Airbnb would back that up in a dispute.

[Wendy1320]

Thank you, Andrew, I confess I am one of those lazy folks who doesn't read all the fine print!  This has happened on several occasions with several guests, so my first step will be to "remind" guests of this eventuality up front in a hospitable way that on occasion we might need to enter for maintenance and all efforts will be made to provide advance notice, but with technician schedules being what they are.... I host remotely, but have a concierge onsite who would accompany the technician, so their comfort/safety is provided for.

Glad to find the leg to stand on!

Wendy

[Sarah977]

@Wendy1320  I would suggest you block a couple of days from bookings so maintenance people can get in there and fix things without disturbing the guests. You say this particular issue has been going on for a few weeks. It's one thing to bring maintenance people over for emergency situations, but when you are aware there is an ongoing issue, you should try to get it fixed when you don't have guests in residence.