Thanks for clarifying. I think I understand now.
I think the problem with Guest #1’s credit card might be the result of trying to pay for a long term reservation on a mobile device. Currently, AirBnB only accepts payments for long term stays that are made on a computer. This means that the failure to complete the long term booking might not necessarily be the fault of the guest.
I honestly don’t know that they have done anything to merit eviction. Complaining about a broken lock and lack of heat are not grounds to evict them, nor is not responding to messages. It’s frustrating, definitely!
The broken lock is worrisome because it I was staying somewhere where the door did not lock, I would also complain, regardless of how safe you feel the neighbourhood is.
Here’s the main problem as I see it. Because you manipulated the three day reservation to show the price for a three month stay, you ended up bypassing all of AirBnBs rules for long term bookings. Primarily, you received full payment for the three month stay right up front. Had the reservation been made and accepted properly, the guest would only have had to pay you for the first month when they booked. After that, they would have had their payments taken monthly by AirBnB, who would have then passed them on to you.
You also bypassed AirBnB’s long term guest cancellation policy. As a long term guest, the host’s normal cancellation policy does not apply. Instead, the guest is required to give 30 days notice if they wish to leave early. If they wish to leave earlier than the 30 day notice period, they can, but they must pay you for 30 days after notice has been given.
So to summarize, had you booked the reservation properly from the start, to this point you would have only received one month’s “rent” from the guest, and they would need to abide by the long term stay cancellation policy.
Here is what I feel you should do:
Based on AirBnBs long term cancellation policy, you should calculate the refund based on the total time they have stayed, plus 30 days. So if they have paid in full for a 12 week reservation, and have only been staying about a week, they can have a 50% refund if they check out by the end of week two. It will be important to mention a specific date. If they check out earlier than that, they may be entitled to a larger refund.
You do need to call AirBnB if you are not getting a response from the guest and make it clear what you are offering in terms of refund. I have to say that based on the way you booked the reservation, the fact that you have more of the guest’s money than you are currently entitled to, and the issue with the broken lock, I feel AirBnB will side with the guest. However, if you want them out if your house you may have no other choice than to involve AirBnB.
I hope this helps. I will definitely be interested in any updates you care to post!