guest communication issues

[Sarina40]

I have a guest  staying in our airbnb in Longpond PA for several weeks.

They drove from South Dakota for her to get nearby medical treatment.

They booked enroute and ended up checkinf in a day early and we have been trying to reach them for weeks to let them know they need to check out a day early. We sent several msgs thru the app, 2 texts to tell her phone to look at the app, and even called her directly. Her phone went directly to voicemail. No response for over a week. It appears the doorbell is disconnected and the front door unlocked on our app. We are quite concerned about not being able to reach the guest. We need her to check out Thursday May 25. We do not want to allow her to stay to the 26th even if she pays for the day. We have another guest coming and long terms stays require extra deep cleaning. What do we do to get this guest out?

[Helen3]

Go to the listing @Sarina40 

[Mike-And-Jane0]

@Sarina40 if the door is unlocked you really ought to visit the property and see what is going on. If they have a booking until a certain day then this still stands even if you let them enter a day early.

[Lorna170 · Accepted solution]

@Sarina40 IF you have a co-host or reliable housekeeper nearby, ask them to stop by ASAP to "check in" with the guest and verify that she will be out on time.  The cleaner can simply ask if there are any issues that need resolution as you have not been able to contact the guest and can also inform the guest that housekeeping will be back for departure cleaning on X day and at X time.  

In the future, I highly suggest that if you have a long-term guest (over 14 days) that you arrange for a mid-rental cleaning at which time the housekeeper can verify that the guest will be checking out on time (date).