My guest has booked for 7 Jan (Tuesday) checkout out 8 Jan. They said they would be driving down (5 hour drive) to the apartment and arriving late afternoon. They would be checking out early the next morning since they had a ferry to catch, Since my last guest had checked out 5 Jan (10am) I prepared the apartment for the next guest including setting the specific keycode for the new guest what I had already communicated.
On 6 Jan I had to make an early run to the airport (5am!) and after dropping off the passenger stopped by the apartment to drop off some final provisions. To my utter amazement I found the apartment was occupied with people asleep in the rooms! They woke up of course and then told me they would be checking out soon. Language was somewhat of an issue (but not evident from their AirBnB messages which were very clear) but I did confirm they were my guests for the 7th but had checked in a day early. Since the code had been set on Sunday they could get in with no problem.
Not wanting to cause a scene I left and went home and double checked their reservation and message. It was 100% they had booked for the 7th (3pm checkin time) and checkout 8th (and said they had an early ferry to catch).
I then called AirBnB support who were somewhat aghast at what had happened since this was tantamout to trespassing. They said they would charge the guests for an extra night, the night they didn’t book. Of course I would be paid for the night they did book even though they would not be using it.
A few conversations with the guests later indicated they had screwed up their dates. For example
“Hi , I am so so sorry!I really messed up the dates. I imagine how you felt this morning when you got to your apartment and we were sleeping there!we want to apologize for the mistake, we thought that yesterday was the 7th. We thought we had to take the ferry this morning and when we got at the ferry they told us that we had booked for tomorrow instead and I had to pay extra to catch the ferry”
It was clearly a mistake on their part but it certainly caught me completely by surprise.
A few points.
- They did leave the apartment in a nice tidy state - how do I review them?
- I am now only going to send the code on the day of the booking, even if I have set the combination earlier - that’s a lesson to be learned