My Guest Won’t Leave My Airbnb - What Now?
BY MIKEL HUBBARD
FORMER HGTV PRODUCER | CO-FOUNDER, THE HOST CO |
OWNER, TIMES EIGHT PROPERTY & DESIGN
It may not happen often, but it does happen, and it is every Airbnb host's worst nightmare: a guest who overstays their welcome and refuses to leave. While it's impossible to predict every possible situation, there are steps you can take to handle this type of situation if it arises. In this blog post, we'll discuss the reasons why guests might overstay their reservations and outline some steps you can take to get them out of your property. Stay calm and remember that you have control of the situation & are the owner (or co-host)!
It has been found through experiences that guests tend to overstay their reservations for various reasons. They could be enjoying their stay in your Airbnb so much that they don't want to leave, they may have had a change in travel plans and need to extend their stay, or they feel they deserve a more extended stay for one reason or another. Whatever the reason, it's important to handle the situation delicately and patiently. Remember it is someone inside and using your property, and you still want to create a good experience.
If you've asked your guest to leave and they refuse, the first step is to contact Airbnb. With this happening more than any owner would think, Airbnb has created a policy against overstays. They will work directly with you to help get the guest out of your property with minimal fuss over the situation. You can also call the police if the situation becomes disruptive or dangerous. The most significant importance is to remember that you are not alone - there are resources available to help you navigate this difficult situation, and it will be solved swiftly!
With Airbnb having a policy against overstayed guests, Airbnb allows hosts to require the guest to leave and charge an overstay fee, which can be twice the nightly accommodation rate, plus taxes and fees. Airbnb directly states in their Terms of Service, "2.3 Accommodation Reservations... If you stay past checkout, the Host has the right to make you leave in a manner consistent with applicable law, including by imposing reasonable overstay penalties. You may not exceed the maximum number of allowed Guests."
Another common occurrence is the cleaner shows up and the guests’ belongings are there, but not the guest. The guest is not answering their phone and you’re unsure of when they’re coming back. Maybe they went for a morning hike that took longer than they thought. Or maybe they thought they were staying more nights than they booked and took off to explore. Regardless, we encourage our cleaner to pack their things for them and set them outside, leaving them a message through the Airbnb app as well as sending a text. You’ve got guests right behind them most likely, so don’t feel bad that they screwed up! Because we’ve encountered this more than once, we tend to wait until dark or the next morning to contact authorities in case the guest went missing. Generally, they’ll show up around sundown not realizing their mistake and this will keep the police for launching an unnecessary manhunt!
The situation is not ideal, and hopefully, you never have to encounter this. But if you do, remember, if things get complicated, don't hesitate to reach out for help! Many people can assist you in dealing with a problematic Airbnb guest. Airbnb's support team is available 24/7. There are also many online forums and groups where hosts can share advice and experiences. Don't let a bad situation get the best of you - stay calm and take action!