Hosting for Airbnb is not easy. It comes with many challenges that, as a host, you have to solve daily. One annoying problem you would face quite often is — guests are not checking out on time. If you are facing this problem, then we have solutions that always works. We have talked to numerous super hosts and asked them how they deal with guests who don’t check out on time. Here, we will give you step by step solutions to your problem that worked for other hosts.
Before Your Guests Arrive:
On your “house rule”, clearly mention your check-in and checkout time. Also, mention how much you are going to charge per hour for “Overstay.” For example, $25 per hour or partial hour past checkout.
While Your Guests at Your Airbnb:
The night before checkout, send your Airbnb guest this message, “Hi, (guest name), I hope you are enjoying your stay. Just a quick reminder that your checkout is tomorrow. Checkout time is (time). Would you please send me a message when you leave so that my cleaners can come to prepare the apartment for the next guest. I’d appreciate it. Sincerely. Your Host.”
After Check-out Time:
If your guest is still in your Airbnb rental past the checkout time, you must be strict about making this guest go away.
This is your home. As a host, not only you have to be friendly but strict about your house rule. You and the guest agreed to specific terms. The guest will come to your property at check-in time and leave at checkout time. In return, he will pay a certain amount of money. If the guest is not leaving after checkout time, the guest is violating the terms you and the guest agreed before booking confirmation.
Here is the term of service from Airbnb rental agreement that guest agrees and signs before booking confirmation:
8.2.2 You agree to leave the Accommodation no later than the checkout time that the Host specifies in the Listing or such other time as mutually agreed upon between you and the Host. If you stay past the agreed upon checkout time without the Host’s consent (“Overstay“), you no longer have a license to stay in the Accommodation and the Host is entitled to make you leave in a manner consistent with applicable law. In addition, you agree to pay, if requested by the Host, for each twenty-four (24) hour period (or any portion thereof) that you Overstay, an additional nightly fee of up to two (2) times the average nightly Listing Fee originally paid by you to cover the inconvenience suffered by the Host, plus all applicable Guest Fees, Taxes, and any legal expenses incurred by the Host to make you leave (collectively, “Overstay Fees“). Overstay Fees for late checkouts on the checkout date that do not impact upcoming bookings may be limited to the additional costs incurred by the Host as a result of such Overstay. If you Overstay at an Accommodation, you authorize Airbnb (via Airbnb Payments) to charge you to collect Overstay Fees. A Security Deposit, if required by a Host, may be applied to any Overstay Fees due for a Guest’s Overstay.
Source: https://www.airbnb.com/terms
Message your Airbnb guest through the Airbnb app. The message should have wordings similar to this “Hey; I’m your Host. According to house rules, you were supposed to check out on or before (checkout time). However, I see that you have not checked out yet. Would you please checkout within the next 15 minutes? My house cleaner is waiting to clean the house for my next guest, who is arriving shortly.”
Always message through the Airbnb app. This is a piece of evidence you can show to Airbnb that the guest has not left your place yet.
If your guest leaves within the specified time, It’s good. Otherwise, message him the Airbnb “Terms of Service” and tell him that you will charge him for his “Overstay” according to Airbnb policy.
Charge Overstay Fee:
If your guest still has not left, contact Airbnb customer service and charge the guest an overstay fee according to your house rule.
Alternative Approach:
However, you can tactfully work around it to pretend ignorance. For example, knock on the door aloud, say “getting in,” and then walk in if the guest doesn’t answer. When you see the guest, act startled and say, “Oh, I thought you must be out because it’s so far past checkout time! I was coming to get the room prepared for the next guest.” Probably, this approach could work in your case. It’s usually best to get the job done but also to avoid conflict whenever possible.
Guest Outside:
If the guest is outside and has not checked out, go inside and take photos and videos of everything. Pack all her/his stuff and lock it up somewhere. When your guest comes, first take the key then return all the things. Be strong, brave, and know your rights. Don’t get frightened. It’s your home, your property. However, always keep a cool head.
Get a Security Camera:
A few hosts told us that a smart security camera such as Nest Camera in front of the main gate is super helpful. Not only it helps to track who is getting in or out, but also it helps to prove that the guest overstayed on your property. With enough proof, the Airbnb resolution center would side with you.
Change The WiFi Password:
After the checkout time, change the WiFi password. It has a two-fold benefit. One, If there is a guest who is overstaying at your Airbnb rental property, it would make an inconvenient situation. Two, your WiFi is secured again because none can use your WiFi without your knowledge.
Change Main Gate Lock Code:
If your main gate has a remote lock system, change the lock code after checkout time, and under no circumstances, DON’T let the guest go into your property. If you do, you will regret it. It’s not our advice; it’s collective advice from other hosts. You have to play tough, and don’t worry about bad reviews.
Leave A Review On Guest Profile:
Leave a neutral review on the guest profile. Be honest. Specify all the good things about the guest. But also mention that “(Your Guest Name) did not leave the room until (time: for example, 2 hours) after checkout.” So future hosts could be watchful. If your guest did not answered your messages, leave 3 or less star on communication. If the guest does any damages to your Airbnb, mention that too in the review. This review is not for the guest but for other hosts.
Turn Off Utilities:
Only do this as your last resort. The person over staying at your Airbnb rental property is violating Airbnb Terms of Service. To further mitigate your losses turn off all utilities such as electricity, cold and hot water, heating/cooling, and gas to your rental property. This would drive out your guest, who is overstaying. However, always follow your local laws.
Don’t Forget To Charge Overstay Fee:
Finally, when your inconsiderate guest moves out, don’t forget to charge your guest an overstay fee according to your house rule.
Conclusion:
Believe us; you will face this problem quite often. The key to being a successful Airbnb host is to be polite but strict to your Airbnb house rules.
