We had guests that tried to stay and extra day, thinking we would not notice. They disabled our wifi lock so that they could come and go as they please.
Our cleaning crew arrived, hours after checkout time, to provide service, they could not because the home was filled with their possessions. We spent over an hour trying to get in touch with the guests. They just kept sending our calls to voicemail. We finally left a message that we were removing their possessions as our cleaning crew needed to come back and complete service before the next guests arrived. We were charged for two cleaning service calls due to the rescheduling.
The guest argued that given what they paid, they should have been allowed to stay. Airbnb turned down our request to cover the cost of the extra cleaning call because "they can not police guest policies" and we "didn't have any physical damage". I appealed and was told that "the matter is closed".
How is this fair at all? What good are policies if the guests can just ignore them and do as they please?