non-recommended guest booking using partner's profile

[Delphine252]

Hi, 

We had an issue with a family last year in August. They showed up 3 hours after the agreed check-in time, without providing immediate notification of the delay. We found out later on they had stopped to visit someone and had dinner there while our Meet & Greet contact was waiting for them.

They also left very early (5am) the day they were planned to check out at 10am. They had confirmed the check-out time too. The property was left very dirty, not in line with what we have requested per house rules (dirty dishes in the sink, trash in the property etc...)

Due to Covid, I had a difficult time getting in touch with Airbnb last year - I think I finally got a response 2 weeks later - and let it go.

However, I made it clear on the guest review that I would not recommend her and would not host her again.

Communication with this family was very poor and made things shady.

This year I had an instant booking in March for August and didn't think much about it. Profile was a male and I checked the reviews which were all good. 

Few days before their arrival - which is tomorrow I requested a phone number for check-in purposes. I could not see one on Airbnb before. Unfortunately, my meet&greet person notified me this was the same phone number as that specific family from last year.

I was not willing to host that family anymore but they have booked with the husband profile. I can see now the phone number on Airbnb is different than the one he gave me a few days ago. Now I am worried about dealing with the same issues. 

I sent them a message today to ask them to follow the house rules closely.

Any suggestion? I am not sure whether I can still cancel knowing they will arrive tomorrow.

Thanks.

[Sophie122]

@Sophie122  Yes, you can do this, but it has a negative impact on your rating. Also you receive a notice on your listing "cancelled by host"

[Helen3]

No it doesn't. Why would you think that. If @Delphine252  shows why she's uncomfortable with the booking she can cancel penalty free.

[Delphine252]

As they are planned to arrive tomorrow i will not cancelled. However i contacted Airbnb to notify them and make sure they can investigate on their side. 

Using a different profile to go around not being recommended is not right.

I will report the profile once they leave too. 

[M199]

@Delphine252 

Thank you for your post.  I hope you have copies of chats for last August that you can use to support your cancellation that you can send to Airbnb.

On another note, thinking about your situation,  in the future I will take print screens/screen shots as proof that I  clearly indicated not hosting that guest again.

Your Meet & Greet person deserves a bouquet or bonus for catching this.

[Delphine252]

@M199 thank you for the feedback! I will definitely take screen shots next time.

Yep agreed on the Meet & Greet person!

[Branka-and-Silvia0]

you can host them but you know the revenge review is coming...

[Delphine252]

Thank you all for the feedback and guidance!

Let's see how it goes. I will take action in reporting the profile after their stay. 

I have reached out to airbnb to start the discussion already so it is tracked before arrival.