What To Do When a Guest Overstays a Reservation**

Few situations create more stress for a short-term rental host than arriving after checkout time to find a guest's belongings still in the property and no sign of the guest. Even worse, the phone goes straight to voicemail, messages go unanswered, and the next guest is scheduled to arrive later that day.

We heard from a San Antonio host this week who was dealing with this exact situation. Her Ring doorbell camera showed some, but not all of the group leaving, the door seemed to be unlocked, and no notification of check out came through. No one would answer her calls or messages. A new guest was due that day.

While it may be tempting to pack up the guest's belongings and move them out, hosts should proceed carefully. Every situation is different, and taking possession of a guest's property too quickly can create additional legal and liability concerns.

The first step is simple: don't panic.

Most overstays are not malicious. Guests may have misunderstood their checkout date, experienced a travel disruption, lost their phone, had a medical emergency, or simply lost track of time. Before assuming the worst, make reasonable efforts to contact them.

Recommended Steps

1. Document the situation. Take photos showing the guest's belongings remain in the property after checkout. Note the time and any relevant details.

2. Attempt contact through multiple channels. Send a message through Airbnb/VRBO, call the guest, and send a text message if you have their number. Keep all communication professional and documented.

3. Contact Airbnb or VRBO Support. Open a support case immediately and document your efforts to reach the guest. Airbnb or

VRBO can often assist with communication and provide guidance based on the circumstances.

4. Consider a welfare check if the guest is completely unresponsive. If the guest's belongings remain in the property and repeated attempts to contact them have failed, consider contacting the San Antonio Police Department's non-emergency number and explaining the situation. Hosts can request guidance or ask whether a welfare check is appropriate. The goal is not to initiate an eviction process but to determine whether the guest is safe and whether there may be an emergency preventing them from responding.

5. Be cautious about handling the guest's belongings. Unless the situation has been clearly resolved, avoid packing, moving, or disposing of a guest's property. What appears to be an abandoned suitcase may contain medication, passports, electronics, or other important personal items. When in doubt, seek guidance from Airbnb or VRBO and, if necessary, legal counsel.

Prevention Helps

Many hosts find that a simple checkout reminder sent the evening before departure can prevent misunderstandings. Clear house rules, checkout instructions, and communication through the Airbnb or VRBO platform can also reduce the likelihood of an overstay becoming a bigger problem.

The Bottom Line

What did our San Antonio host do? She called the San Antonio Police non-emergency number, 210-207-7273, and explained that she was worried about the guests, could not reach them by phone, text or app, and requested a welfare check to make sure they were safe and well. The police went to her home, inquired with the guests, who were confused about check out times, and agreed to immediately leave. Ultimately, she ended up with a later check in for her next guests, but no other serious issues.

An overstaying guest is frustrating, especially when another reservation is arriving the same day. However, a calm and methodical response is usually the best one. Document the situation, attempt contact, involve Airbnb or VRBO, and make reasonable efforts to determine whether the guest is safe before taking action involving your home and their belongings.

The goal is to resolve the situation while protecting both your property and the rights and well-being of your guest.

Situations like this are a reminder that hosting is easier when you have a network behind you. STRASA members gain access to local knowledge, educational resources, and fellow hosts who are always willing to help. For just $25 a year, STRASA provides hosts with access to local expertise, compliance resources, educational events, and timely information that can help you avoid costly mistakes.

**Disclaimer: This article is provided as a general resource for STR operators and reflects best practices and experiences shared within the hosting community. It is not intended to provide legal advice, nor should it be relied upon as a substitute for advice from a licensed attorney. Hosts should consult their own legal counsel regarding any specific situation involving guest overstays, property access, personal belongings, or enforcement actions.