Please consider the following chain of events. I have now been waiting for Airbnb to help me retrieve my keys from a guest for almost a week and two weeks since the guest claimed he moved out (without returning my keys). I have lost numerous reservations and will most likely close my Airbnb account after this is resolved.
I accepted a reservation and arranged for the guest’s arrival and key pickup at my neighbor’s at the guest’s convenience. He checked in and the same day requested a new microwave oven, which I arranged and delivered the next morning.
Two days later he informed me he wanted to leave because of noise that he cannot prove to Airbnb and which was not confirmed by the neighbors. After I refused the change — being informed by Airbnb that I did not have to accept — the guest got hostile and accused me of “taking advantage of him.”
I was then informed by Airbnb that the guest can cancel at his own will, which I also informed him, even though I was not happy with this. I did not know cancellation was possible after checking in. The guest did not cancel, so I assume he stayed.
Prior to the original checkout date, I informed the guest he needed to leave the key where he picked it up: at my neighbor’s apartment next door. I also asked him to take out trash as I won’t be able to visit for a long time due to quarantine. When the checkout date passed and the key was not returned, I asked my neighbor to enter the apartment to look for the key.
He didn’t find the key, but a big mess, unflushed toilet, and trash left out, possibly for 10 days. I was now informed by Airbnb that the reservation is considered cancelled as by the original alteration request that I did not accept. And that I will now owe Airbnb the money for the remaining days.
A day after original checkout date, the guest finally answered and informed me I needed to travel to Stockholm (I am in Norway) to pick up my keys on the other side of town where he now apparently resides. He also requires a receipt of key return. I have no evidence of when he checked out, as the keys have not been returned. For all I know he could have used the apartment all this time, even after the original checkout date.
Instead of help from Airbnb when a guest has not returned my keys, I was informed I owe Airbnb money for the time the guest claimed he has not been in my apartment, even though they keys have still not been returned. The guest repeated he will not travel to return the keys and take out the trash “as I have caused him inconvenience,” thereby somehow “punishing” me for not accepting his alternation request which Airbnb told me I had the right to decline.