cancelling problem guest future reservation

[Kim866]

We have hosted C several times-- each time she has hosted a "gathering".  These have been small family groups which in general we don't have a problem with.  She is messier than most guests so the cleaning is always a job!   

She stayed a few weeks ago messaged that she was going to have her grandchilds birthday party so there might be "a few" extra cars.  There were 25 vehicles and  some motorcycles---they were only there for the afternoon so we didn't interfere.  They were there another 2 nights which were quiet and we thought they would have spent that time cleaning up the house----NOPE.  It was a disaster---12 bags of trash (some unbagged when there is a sign saying clearly no unbagged garbage in the outside can), another 2 bags of garbage inside the house, the floors had to be cleaned multiple times, they had gotten out extra chairs, crib, pacnplay, cornhole boards, games---none of this was cleaned up and put away.  The cleaning took an extra 3 hours inside.  

Unfortunately before checking out they booked for Oct saying a family member is getting married and they want to get ready here.  We see a disaster in the making.  We feel they are using the house as a venue

  I addressed it with the guests and asked for extra cleaning fees--and she declined to pay.  Said she apologized but didn't have the extra money.  Tried Airbnb support---no help there either so we were just stuck with the extra expense

My question---can I just cancel her October reservation --we are willing to take the hit on the days but if I don't have to --even better.  Is there any way to get Airbnb to not penalize us for cancelling?

Thanks,

Kim

[Shelley159]

I wouldn't cancel @Kim866 

(1) You'll be fined, (2) the days will remain blocked on the calendar, (3) if it makes up more than 1% of your bookings you don't qualify for Superhost  (4) it affects your listing's Guest Favourite rank and pushes you down in search results.

It's a tough situation, but I think you'll have to come up with another plan. Perhaps rather try to "guest proof" the house more in October, and leave a night open for cleaning?

[Lorna170 · Accepted solution]

@Kim866   You can call AirBnB and advise them that you have been told by this guest that she intends to have a party/wedding event at the property and that you are uncomfortable with hosting this guest as she has had parties with over occupancy in the past.  AirBnB can cancel the guest with no penalty to you if you persist in stating that you are concerned about/afraid of this guest.   (Which is not a lie.)

If that does not work (and it should) does your personal (not AirCover) rental property insurance company insure you for over occupancy and damages during an "event"?  I would advise "C" that you are very sorry, but you are no longer able to accommodate her "wedding preparations" as your current insurance policy restricts coverage and occupancy (either overnight or daytime visiting) to X number of registered guests whose names you now have to have in advance.  Hopefully she will cancel and look for another host.

[Shelley159]

Hi @Kim866 , @Lorna170 has two great ideas. I like the one about the insurance policy especially. You could probably use it to good effect even if there really isn't one 😀

If you ask Airbnb whether they would cancel due to an intended rule violation, I think you should just make it very clear (perhaps rather repeat way too much ... ) that the cancellation must absolutely not be processed as a host cancellation.

Lately a number of hosts have reported here that they didn't understand why there were cancellations showing on their host profiles (specifically, one can see the of number cancellations posted against you when you check your Superhost progress). It looks like - if there's any misunderstanding between the host and Support - the host can end up with a host cancellation that you're not aware of. I'm more worried about this now that AI is doing most of the Support jobs.

I assume your listing is set to Request to Book, so if the same guest requests another trip in future, you can decline. If you're on Instant Book, you'll have to block the guest.

[Helen3]

I would confirm with the guest that as the property was left in such a mess last time and she refused to pay for the additional clean up required you will be unable to host the party she has requested at the property . 

you would be happy to agree to a penalty free cancellation if she doesn't want to go ahead with the booking. 

@Kim866 

[Kim866]

Thank you--I did call and just stated I was "uncomfortable" hosting her again and Airbnb cancelled the reservation.