ungrateful guest - being messaged by Emergency Contact 2 months later

[Cheryl863]

Hi AirBNB Community, 

Hope you are all happy and staying hydrated wherever you are placed at in the world : )

The temperatures here are soaring beyond the normal in Mumbai.

Being relatively new here your advice is much appreciated. 

1- Firstly, thank you to @Jennifer1897 and @Charles224 for your support earlier on the said subject. 

2- Secondly, the emergency number provided by the said ungrateful guest belonged to her boyfriend. 

2.1Her boyfriend has messaged me almost 2 months after the said ungrateful guest left asking if I was someone he had met on Insta 

2.2The first episode took place on 29-4 to begin with and when he realized I wasn't paddling along with the Insta reasoning,  stopped. 

2.3The second episode took place on 05-5 and no reply was given by me.

2.4All screenshots were saved on 29-4

2.5The screenshot of 05-5 was also saved

2.6All saved screenshots were submitted to AirBNB on 16-5 

3- The said guest also got an absolute stranger home from a university that has been linked with security concerns. 

4- Finally, AirBNB advised that nothing can be done as in a call cannot be made to the said guest as her boyfriend is not registered on AirBNB. 

After speaking with the AirBNB staff who called me twice and kindly waited till I attached everything via message; a request to speak with the supervisor was also conveyed. The supervisor has confirmed what was conveyed by the AirBNB staff - that it is beyond their scope.

However I did express concern that hosts need to be protected as they let out their homes based on trust. 

The call that was scheduled for yesterday has yet to take place.

Till then, any advice / feedback is well received. 

Thank you in advance

With kind regards

Cheryl 

[Helen3]

Sorry I am not clear from your post what the issue is.

Could you start again and explain what the issue was with the guest who stayed and what support /advice you are looking for @Cheryl863 

[Cheryl863]

Hi @Helen3 thanks for writing in so quickly - this question is a progression of the prior one which was supported very well by ❤️ Jennifer and Charles ❤️

Here is the prior link https://community.withairbnb.com/t5/Support-with-your-bookings/Ungrateful-Guests/m-p/1753509#M66125

This question is a progression of that. 

As much as it was believed that my question was rather detailed and clear ; I’m sorry that the concern hasn’t been made clear despite the details provided. 

Thank you once again 

with kind regards 

Cheryl 

Edited to add -: 

DM has been sent as I’m unable to amend the question asked. If you could please advice it would be gratefully received @Helen3 

We are 5.5 hours ahead of you there in Bristol and hope you have a good rest of the day. 

[Fred13]

Like @Helen3 I am also having trouble following what the issue really is especially when words and phrases like 'ungrateful', 'Insta' and 'Insta reasoning' are used. Any chance you can rephrase your question?

[Cheryl863]

Hi @Fred13 sorry that I checked on your answer as best answer as it was done accidentally. Not sure if this is the reason for not being able to edit / simplify the question asked. 

Thank you for having written in so quickly. I’m rather sorry that despite my detailed explanations of what is the issue, my concern is not being understood. 

So sorry that the message wasn’t able to convey what I am dealing with. 

Thank you 

with kind regards

Cheryl 

Edited to add -: 

DM has been sent as I’m unable to amend the question asked. If you could please advice it would be gratefully received @Fred13 

Prior link -:

Here is the prior link https://community.withairbnb.com/t5/Support-with-your-bookings/Ungrateful-Guests/m-p/1753509#M66125

It is fast approaching 10pm in Vietnam and here in Mumbai it is 8:21pm. 

[Julia0 · Accepted solution]

@Cheryl863   Cheryl, just block this persons number on your phone. You are not responsible for your previous guest or her contacts. 

Forget her and all the drama and move on. Please don't allow needy guests to sap your strength and waste your time.

All the best - Julia

[Cheryl863]

Hello @Julia0 

Thanks for writing in with your advice and protection from miles away. 

The disturbing and / disconcerting fact here is that her bfs number was given as an emergency contact as opposed to her family member. Her travel details were never shared which was really strange. That amongst many other stranger things - such as physiotherapy sessions lasting 5.5 hours with a min of 2 hours etc. It didn’t matter how much I gave, it didn’t seem to be enough. 

Anyway I didn’t cop on till days later that she knew people here and I was the stop gap. Our house details were shared with an unknown stranger who was bought home at the last minute and who studied in a Uni famous for all the wrong reasons in India. The stranger was not her bf. This was reported immediately to AirBNB. Infact a few days when I copped on then itself I reached out to AirBnB many times. I was first ignored and finally a very kind person assisted me and explained that I could get her to leave. 

With claims of the rare diseases etc I felt guilty and despite her lashing out - thought it was the effect of all this physiotherapy and Dr visits, etc 

This took place on Feb and the links shared with Fred and Helen exact details of what took place. 

Unbeknownst to me , I had no idea that her bf would be messaging me as he did on 29-4 pretending he met me on Insta and that I had requested him for some photo. When I quizzed him he stopped. A month later and again on 05-5 her bf messaged me “saying I was right”. So I chose not to reply because it made no sense as to his having messaged me. He should be messaging his gf- his family- his colleagues- his friends- but not me. 

This is when I reported this to airBnB because as hosts regardless of the level whether Level 1 through to 100 ; all hosts deserve to be protected as we let out our homes based on trust and enthusiasm for what we do - to ensure that guests feel at home. 

However AirBNB came back saying that the 3rd party wasn’t registered and there is naught that they can do about this. They also advised if I feel unsafe to report it to local authorities.  

If I report it to the local authorities I can just imagine the laughing - because the bf will then have my home address - based on the local complaint and this is not something that is okay with me. 

My humble opinion is that they (AirBnB) can and must do something about guests who pass on numbers and other details given in confidence to them by the host. This is a breach of trust to say the least. And AirBNB (given the size of their operations worldwide) has clout which should be used to protect hosts from guests who breach trust and other aspects etc esp GDPR breached by guests. 

AirBnB did say I can report the person (the said guest) and have them blocked. 

However, AirBNB also can take action at least along the lines of corporate governance and GDPR rules which I’m sure will be mentioned in their privacy, safety and security norms. 

As a consequence now, I have specifically requested for a family member as the emergency contact - so as to have zero instances of any such occurrences. 

And that 3rd party stranger contact details and/ or visits are not welcome at all. 

Much appreciated ❤️ Julia ❤️ @Helen3 @Fred13 🙌