SOS! Guest demands

[Bernadette413]

We have a guest right now demanding her money back after calling airbnb. None of the information she is repeating from airbnb support about our listing is correct, they misquoted her our fee and said there was no pet fee listed.

She requested the change her days 24 hrs ahead from Thursday to Friday. we said sure. She changed her booking and the price went up and now she wants her money back. She also wants the pet fee back that is listed on the booking. She said it was not. 

She requested special hypoallergenic cleaners before coming. I accommodated.

She  asked for an early check in and we allowed it. Then she complained she was uncomfortable when we came to do some last minute touch ups.

She has said we have no integrity and wants us to give her money back. I see only loss- in income and a bad review.

We have had 1 in 5 enjoyable guests. I am appalled at how people treat us and our space. Is this the new normal? We have always had the best hosts and experiences traveling ourselves. We enjoyed interacting with hosts and respected their space. I am ready to quit airbnb after only 4 months hosting.

[Emiel1]

@Bernadette413 

Your listing shows a $30,- pet fee in the booking form.

Get rid of this guest asap. Shorten the reservation, so unused nights are refunded including Service fees.

[Huma0]

@Bernadette413 

Sorry this has happened to you. I do sympathise. However, I would say that with any guest booking, you should accommodate a special request or waver a particular requirement (e.g. your check in time) only once. 

This sounds like a case of a guest who asks for an inch and then takes a mile. Going forward, stick to your cancellation policy, stick to your rules, your check in time etc. and don't make special exceptions. If you do, make one, and one only, if you feel it is reasonable.

The guest who keeps asking for more and more is simply trouble and they do not appreciate it at all. In fact, they are more likely to rate you down and cause troubler your because you do not continue to give in to their demands.

It's called 'entitlement', which I know is an overused term these days, but that is what I am hearing here. This guest was trouble from the start.

[Alan373]

I am in the midst of my first long-term rental, 3 months. Various issues:

1. The guest's wife made the booking for him on her profile from overseas where she lives, while waiting for him to get visa clearance to emigrate. 2. He has been arrested for drugs twice while my guest, court appearance coming up in a month. 3. The wife joined him for a month here, just left. 4. He is now allowing unpaid guests to sleep in the unit.  What are my rights wrt evicting unpaid guests etc? I went to the unit to collect the linen for the laundry as I do weekly. He now claims I am invading his privacy? Any help appreciated. Newbie here, not enjoying this.

[Gwen386]

@Alan373 Why in the world would you let him stay after the first drug arrest?  

[Alan373]

He said it was planted on him and he had a lawyer on tap to get bail.

[Val76]

@Alan373 oh my gosh I would think you could evict them just on safety issues through Airbnb. I definitely wouldn't want ANY part of your current guest.  Good luck.

[Miriam245]

Call Airbnb and have them help you. Airbnb is completely different vs a long term rental. This guest is violating house rules. You can kick him out.

[Helen744]

@Bernadette413 If the guest has started the reservation and not left then  ask her to cancel and leave and let Airbnb charge her whatever they will . and then block her . good luck H