So, I’ve been at this a while–over two years, 250+ guests, but I’ve never run into this. I suppose I could be a lucky one.
Anyway, had a guest want to book. No reviews. Seemed nice enough in all communication, but had a lot of questions about the security deposit. I explained, all went well, and she booked for three people.
She asked if she could check in several hours early, so she wasn’t walking around the city with her luggage. I obliged, because I had no one checking out that day.
Then she told me that her friend booked the wrong departure on her air ticket and her flight was at 3am the night (next day) of their departure, and could she get a late check-out just for her friend to stay. I obliged, again, but said she had to be out by 6pm (7 hours after check out) because I had guests coming at 6am in the morning and needed to clean, etc.
Fast forward to today. I come by at 6:30 and the friend is still there. I explain to her (nicely) that she kinda has to leave. I told her that I Informed her friend of this and she was aware. She claims friend didn’t tell her anything. I tell her I have guests coming at 6am and they’ve already paid to come early and I need to clean and make ready for them. She asks if I can’t just clean around her, I say no, that’s not how it works. She asks “where am I supposed to go, what should I do, just stand outside until 3am?” I tell her there are hotels in the area, or other airbnbs, and I start looking for something for her. Than she asks if I can just clean between the time she leaves and when they arrive (3am-6am??!?). I say no. She says she’ll ask her friend, because she didn’t know she had to leave. Gets on phone with friend. Gets off phone, doesn’t come back to the door, just starts shuffling around. I call out to her that I will give her another hour to gather her things, but my hands are tied and that’s all I can do. She says ok.
So then I talk to the guest, who asks if she can have a later checkout, or maybe pay for a half day. I say no, I can’t do that.
I tell guest that her friend can stay until tomorrow, but I will have to charge her for an extra night because I will have to refund my next guests for their inconvenience.
An hour later, guest tells me (after not being able to get ahold of friend because she is "not responding) that they can’t pay for another full night and she should be gone by now.
I go to the apartment to clean, and while it’s mostly ok, I find lipstick on the wall, all over the bare down duvet (obviously “applied”), and the duvet is completely soaked with some sort of sticky hazelnut smelling oil. The miniblinds in one of the bedrooms have been cut down as well.
I’m not sure what to do next. Have you ever had a situation like this, and what did you do? Go to the guest? Airbnb? I manage my own listings from start to finish, so I am sure this was them and not a previous guest.
Thanks in advance!
**edit to say I have photos of the damage