Hi Fellow Airbnb Hosts... now here's an interesting situation that I would really appreciate your thoughts on and advice!
My current guest booked for one week; mother and son (age unknown)
Arrived with extra guest; friend of son (both 16 yrs)
Appeared not to realise we live onsite when I greeted them, as extra guest initially didn't emerge from vehicle
Immediately advised a charge applied for additional guest and ensured reservation amended before guest entered property
Some protest from guest, but she accepted the change
Also, advised the guest the property has only a king-size and a single bed; assuming the boys would share the larger bed
Guest stated her son would share a bed with her
Next day boys attempted to forcefully open a latched gate with a high kick (leg at 90 degrees)
Messaged guest via platform to state behaviour unacceptable
Later that day it started to rain heavily when I realised the guest had left the bedroom windows open
Entered property to find almost all windows upstairs left open and rain coming in
Also, noticed a pillow and blanket on the upstairs landing, so someone sleeping there
Contacted Airbnb to discuss the situation, the guest's behaviour and get their advice. Airbnb stated I could amend the guest's travel dates and shorten her stay, without penalty (of course losing the monies for the nights not stayed) or speak to her to resolve the situation.
Mid-messaging the guest regarding the windows and leaving the property insecure, she returned and came to speak to me.
Said I had complained to Airbnb about her, which I had not, but apologised for her son's behaviour. Blaming the other child with them and saying they were just being boys.
Advised her about the windows and not to leave the property insecure whilst out (as it invalidates our insurance), per my house rules.
Also, spoke about the sleeping arrangements, which the guest seemed non-plussed about.
As a responsible host, I certainly do not want any of my guests sleeping on the floor when there are plenty of perfectly good beds! So, I offered extra bed linen (what little spare I have) and the guest said her son would have to manage.
The guest has also been rinsing off wetsuits, using saucepans of water from the kitchen. Despite me advising I would do this with the hose in our garden. She has also washed clothes in the property, again breaking my house rules (old property, no room for washing machine) and hanging them on the clothes airer, which she asked for to dry the wetsuits.
The situation is certainly an uncomfortable one, to say the least, and the guest does not check out until Saturday. The next issue, beyond grinning and bearing things, is feedback. I feel the guest has not looked where she was coming nor read my listing (which is far from unusual) and, as it almost always the way, I will be blamed for this.
Slightly tearing my hair out as I work really hard to provide a clean, comfortable and cosy property for guests to enjoy and situations like this are extremely upsetting!
