Trouble with this guest

[Brent H.]

Hi Short Term Experts: what would you do in this situation?

Guest has been on my VRBO calendar for a couple of months

We require picture ID (our HOA is strict about being over 25 years old) (House Rule)

We also require a signature on a short rental agreement (House Rule)

The Guest paid one payment but his second payment is overdue

Guest says he already paid the second payment (VRBO told him he did not)

The reservation came through Expedia since they are partners with VRBO

Guest has so far delayed sending me his ID and rental agreement for several weeks 

VRBO said that the guest says he paid and he will not pay again

I can't cancel his reservation without it affecting my superhost metrics

I'm not sure if he will cancel - because if he does he loses 100% of his payment (unless I give it back to him)

He's probably mad and my 5 star average rating will likely go down (have twelve, 5-stars so far -just getting started)

Thanks for your help! I haven't had any problems with guests, until now.

Brent

[Ken Boone]

I would go back to VRBO.. Expedia has to have a record of payment or a record that it was not paid.  VRBO needs to figure that out.  Also if its in your rules to have provide the information you requested, the guest is breaking house rules, again a reason for a non penalty cancellation.  Get back with VRBO with this and have them cancel if the guest has not paid, or refuses to abide by house rules.

[Michael Baum]

Hey @Brent H., that is a tough situation. Frankly I would cancel them. Get on the horn with VRBO and get them to help you out.

Premier Partner status folks like us get more help and you need to take advantage of that. If they haven't paid the other half and won't, that should be the biggest red flag ever. No ID and they won't sign the required agreement are the topper. 

IMHO the risk is too high to have them stay. You could be staring down the barrel of a ruined house very easily.

Call the Premier Partner VRBO hotline - 1-877-212-4741. That was the number last time I needed it. 

[Dominic A.]

What percentage of the booking are you out if he doesn't pay?

If you take the payment, then VRBO needs to trust your records. If they take the payment they need to explain to you where the money is. 

I completely appreciate not wanting to lose your status, and there is definitely a trade-off. What you've explained so far doesn't sound worth it though; I think you need to hold firm and possibly cancel if he won't go along with your policies. 

Talk with VRBO though, and ask to escalate the call if needed; it sounds like they have gotten involved and made it harder for you to properly and legally run your business...so they have now made themselves partially responsible for this booking. This will likely be a very frustrating call until you reach the right person (sometimes I've had to call back and try again), but if losing the money, status and upsetting the HOA is the priority then stay on it until it gets resolved.

Two notes from the last time I called VRBO:

1.) I use a PMS, so there is actually a different department for that, and they were very helpful (because the payment and booking process is different). If that's your situation, mention it to the operator, so you get the right department.

2.) The reason I was calling was to help a guest cancel after they checked in. They had misunderstood what floor the unit was on. We agreed they'd be happier somewhere else and they were offered a full refund. The time I spent on the phone with VRBO trying to fix it (and the risk of losing a few nights of revenue) was worth ensuring no one had a bad experience/left a bad review.

[John Underwood]

Quote from @Michael Baum:

Hey @Brent H., that is a tough situation. Frankly I would cancel them. Get on the horn with VRBO and get them to help you out.

Premier Partner status folks like us get more help and you need to take advantage of that. If they haven't paid the other half and won't, that should be the biggest red flag ever. No ID and they won't sign the required agreement are the topper. 

IMHO the risk is too high to have them stay. You could be staring down the barrel of a ruined house very easily.

Call the Premier Partner VRBO hotline - 1-877-212-4741. That was the number last time I needed it. 

 I agree with Michael. If Vrbo or person won't cancel them just take the hit.

[Anthony R.]

I'm no expert and armchair QB'ing my answer...

Tell him you can't confirm payment from Expedia or VRBO, but if he can provide proof that would help the situation.Also remind him you need his ID.
I'd present it like the issue is with Expedia and/or VRBO and due to the "confusion" you'll have to cancel his stay unless he can rectify things asap.

[Brent H.]

Thanks for great advice everyone - and the Premier Partner status number worked. I had to give a refund so it would not affect my metrics/status but the reservation was only for 3 nights and my September is booking up with last minute reservations. I'd rather not deal with this anymore...hopefully this guest won't try to book again. Thanks!

[Michael Baum]

Cool @Brent H.. Glad it all worked out!

[Nathan Gesner]

Quote from @Brent H.:

I recommend you tighten down your policies. If you require photo ID to prove age or whatever, it should be provide immediately with their reservation, not two months later.

Either stick to your policy and hold them accountable or refund the money and move on.

This is part of the problem with these ridiculous star-ratings. Guests and hosts exaggerate their experience to protect their precious rating. I have stayed in several 5-star rentals that wouldn't qualify as a 3-star but guests are afraid to speak the truth.

[Bruce Woodruff]

When a guest does an 'instant booking', they must have ID on file before even completing the booking as far as I know. Why did this not happen in your case? 

[Brent H.]

Hi Nathan - Yes the rental agreement and ID are house rules and it is sent to guests right away/or the same day as when they book. They have blocked my calendar and have not provided these document over a two month span and even VRBO could not get them to send these documents. Plus they did not pay the second payment and refused to pay the second payment. VRBO said the guest thinks they paid but VRBO said they did not and talked with them directly a few times.  There has not been an issue otherwise from any other guests so far this year. This probably would have been a disaster guest.