Rental Rescue: When Guests Won’t Go

Picture this: It’s 3 PM. Your cleaner shows up, ready to work some magic and prep the place for the next guest. But wait - what’s this? The current guest is still there, sipping coffee like they’ve got all the time in the world.

That’s what happened to this host:

It’s annoying. It’s awkward. But don’t sweat it - here’s your step-by-step guide to deal with overstaying guests, protect your property, and keep things smooth.

Step 1: Stay Calm, You’re Covered

First things first: don’t panic. Airbnb has your back with their Guest Overstay Policy. Here’s what you can do:

• Charge ‘Em: Airbnb lets you charge up to double the nightly rate for extra nights (or even partial ones—5 hours past checkout counts).

• Use the Security Deposit: If you’ve got a security deposit, overstay fees can come straight out of that.

• Get Reimbursed: If their extended stay causes damages, cleaning costs, or a missed booking, file a claim under Airbnb’s Host Damage Protection Program.

It’s a bad situation, but you’re covered as long as you take the right steps.

Step 2: Gather Evidence

When it comes to resolving issues, the proof is in the pudding (or, in this case, the photos).

Here’s what you need to do:

• Photos: Have your cleaner take timestamped photos of their arrival and any signs the guest is still there.

• Reservations: Keep a copy of the original booking showing the correct checkout date.

• Messages: Save every message you’ve sent to the guest—keep it all in Airbnb’s messaging system.

Remember, clear documentation = strong support from Airbnb.

Step 3: Professional but Firm Communication

Before calling in Airbnb, give your guest one last chance to clear things up. Be polite but firm. This works:

This shows you’re handling things professionally, and it keeps a written record in Airbnb’s system.

Step 4: Call in the Big Guns

If the guest stays silent or refuses to leave, it’s time to involve Airbnb Support. Here’s what to do:

1. Provide a clear summary of what’s going on.

2. Share evidence: photos, reservation details, and your communication history.

3. Make a specific request for action.

Here’s a message template to use:

This concise message equips Airbnb with everything they need to intervene quickly.

Step 5: Stay Cool and Professional

It’s easy to let emotions take over in situations like this, but professionalism always wins:

• Avoid direct confrontation if the guest is on-site.

• Stay safe and maintain a calm, professional tone.

• If things escalate, get guidance from Airbnb before involving authorities.

How to Prevent Overstays in the Future

Here’s the truth: most overstays are innocent misunderstandings. In this case, the guest simply mixed up their check-out date and once Airbnb intervened, left immediately. 

But that doesn’t mean you can’t take steps to avoid this entirely:

• Automated Reminders: Have an automated message scheduled to send the day before checkout reminding guests of their departure time. 

• Crystal Clear House Rules: Update your listing to outline late checkout policies and potential fees upfront.

The Bottom Line

You’ve got this. Hosting is about solving problems, and this one’s no different. Stick to the steps, lean on Airbnb when you need to, and keep turning challenges into wins.

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