What To Do When Guest Refuses To Leave During Checkout?

Table Of Contents

Last Updated on November 28, 2025 by Fullhome Airbnb Manager

TLDR

If an Airbnb guest refuses to leave, they lose the right to stay once Airbnb ends the reservation. At that moment, the guest becomes a trespasser. You should keep communication inside Airbnb, avoid confrontation, alert Airbnb Support, and contact police if the guest continues to remain on your property.

A guest who refuses to leave can disrupt your entire hosting schedule. You do not need to manage this alone. FullHome.ca provides full-service Airbnb management that keeps your property protected and your calendar running smoothly.

We support you with:

If you want safer, stress-free hosting, FullHome.ca can manage everything for you.

A guest refusing to leave is one of the most stressful moments for any host. Cleaning schedules fall apart.

Your next booking hangs in the balance. Your safety may feel uncertain.

The good news is that refusal to leave is rare and the process to resolve it in Canada is clear. Airbnb stays are short-term licences, not residential tenancies.

Guests do not gain tenant rights. Once Airbnb ends the reservation, the guest no longer has permission to be on your property.

This guide explains exactly what happens next, how to handle communication, when to involve Airbnb Support, and when police can step in under trespass rules.

You will also learn how to protect yourself, document behaviour, and prevent these situations from happening again.

Why Some Guests Refuse to Leave

Most guests check out on time. A small number push boundaries or ignore rules. Understanding their motives helps you respond calmly and protect your property.

Common Reasons Guests Refuse to Leave

They want more time without paying
They assume you cannot force them out
They are intoxicated or unstable
They try to negotiate a late checkout
They misunderstand checkout rules
They are hiding extra guests or damage
They plan to stay until police arrive
They believe they gained tenant rights

Risk Levels

Low Risk

Miscommunication
Lost track of time
Requests extra time politely

Medium Risk

Guest ignores messages
Guest delays departure without reason
Guest blocks cleaners

High Risk

Guest refuses communication
Guest locks themselves inside
Guest shows aggressive behaviour
Guest claims tenant rights
Guest causes property damage

Key Extraction Block: Why Guests Refuse to Leave

Wants free extra time
Misunderstands rules
Tests boundaries
Creates excuses
Avoids responsibility
Hides misconduct
Attempts to gain leverage

What Legally Happens When a Guest Stays After Checkout

When a guest stays past checkout, the legal classification matters. In Canada, short-term guests do not become tenants. They do not gain rights under the Residential Tenancies Act.

Canadian Legal Position

Airbnb stay → Short-term licence → Not a tenancy.
This means a guest who refuses to leave does not have the protections of a tenant.

Two Legal Stages of an Overstay

1. Overstay Before Airbnb Ends the Reservation

At this point, the guest is still within the booking window.

They are late, but not yet trespassing.

You must remind them through the Airbnb app and contact Support if needed.

2. Overstay After Airbnb Ends the Reservation

This is the key moment.

When Airbnb terminates the booking because of refusal to leave:

Reservation ends → Guest loses right to stay → Guest becomes a trespasser.

Trespassing gives you the right to request police involvement.

What Airbnb Usually Does in These Cases

Airbnb Support may:

Contact the guest directly
Issue a formal warning
End the reservation
Approve your safety actions
Document the incident for liability protection

Your Legal Ability as the Host

You can:

Ask the guest to leave immediately
Refuse extended stay requests
Contact police if needed
Document all behaviour inside Airbnb messages

You cannot:

Physically remove them
Shut off utilities
Remove their belongings
Harass or threaten them

Key Extraction Block: Legal Facts

Airbnb guests are not tenants
Refusal to leave becomes trespass after termination
Hosts cannot use force
Police can remove trespassers
All communication should stay inside Airbnb

Step by Step: What to Do When an Airbnb Guest Refuses to Leave

When a guest refuses to leave, you need a clear, controlled process. These steps keep you safe and give Airbnb everything they need to support you.

1. Keep All Communication Inside Airbnb

Do not call or text the guest outside the platform.
Use only the Airbnb message thread. This protects you legally and builds a complete record.

Message example:
“Checkout has passed. You must leave. Please confirm your departure now.”

2. Avoid Any Direct Confrontation

Do not knock on the door.
Do not open the unit.
Do not block the entrance.
Keep distance until Airbnb gives new instructions.

3. Gather Evidence Quietly

Collect:

Time-stamped messages
Cleaner arrival times
Exterior camera footage within legal limits
Noise alerts or neighbour complaints
Photos of any visible disruption

Evidence helps Airbnb validate your claim quickly.

4. Contact Airbnb Support Immediately

Open a case in the Resolution Centre.
Explain clearly:

Guest refuses to leave
Guest ignores communication
Safety concerns
Upload all evidence.

5. Follow Airbnb’s Instructions

Airbnb may:

Attempt direct contact
Warn the guest
End the reservation
Approve removal
Involve Trust and Safety

Once Airbnb ends the stay, the situation enters a different legal stage.

6. Send a Final Notice Through Airbnb

After Airbnb ends the booking:

“Airbnb has ended your reservation. You do not have permission to stay. You must leave now.”

This message proves you clearly asked them to exit.

7. Wait in a Safe Area

Stay outside the property or in a secure location.
Do not hover near the door or windows.

8. If the Guest Still Refuses to Leave, Prepare for Police Contact

At this moment, the guest is now trespassing.
You are legally allowed to involve authorities.

Extraction Block: Step-by-Step Actions

Message through Airbnb only
Do not confront guest
Gather evidence
Contact Airbnb
Get reservation ended
Send final message
Stay safe
Call police if refusal continues

When You Should Call Police

Police involvement is a last resort. Use it only when the guest refuses to exit after the booking is terminated or when safety is at risk.

Police Can Be Called When:

The reservation is officially ended by Airbnb
The guest refuses to exit
The guest becomes aggressive or threatening
There is property damage or illegal activity
The guest prevents cleaners or new guests from entering
You feel unsafe approaching the unit

What to Prepare Before Calling Police

Have ready:

Screenshot of Airbnb’s termination message
Your message asking the guest to leave
Your ID showing you control the property
Address and unit details
Short description of behaviour

Police do not need long explanations. Clear, simple information is best.

What Police Usually Do

Police will:

Ask the guest to leave
Treat the situation as trespassing
Remove the guest if they continue refusing
Record the incident

Police do not enforce tenancy law here because Airbnb guests are not tenants.

What to Avoid When Police Arrive

Do not argue with the guest
Do not open the door for the guest
Do not touch belongings
Do not escalate tone

Extraction Block: When Police Step In

Reservation ended
Guest refuses to leave
Safety concerns present
Trespass rules activated
Police remove guest if needed

How to Protect Yourself During the Process

A guest refusing to leave can create tension. Your safety comes first. Follow structured steps so the situation stays controlled.

1. Keep Physical Distance

Stay outside the unit or in a secure area.
Do not stand near the door.
Do not knock, push, or attempt entry.

2. Avoid Face-to-Face Interaction

Communicate only through the Airbnb app.
This reduces conflict and protects you from false claims.

3. Maintain a Neutral Tone

Do not show frustration.
Short, clear messages work best.

Example:
“Airbnb has ended your reservation. You must exit the property now.”

4. Document Everything

Record:

Message history
Cleaner arrival times
Noise levels
Photos of any visible damage
Exterior camera footage within legal limits

Documentation protects your claim if Airbnb needs copies.

5. Do Not Touch the Guest’s Property

Even if items are blocking doors or walkways.
Moving belongings can lead to legal complications.

6. Wait for Airbnb or Police Before Taking Action

Once the stay ends, you should wait for clear guidance.
Do not attempt to force the guest out on your own.

Safety Extraction Block

Keep distance
Communicate only on Airbnb
Stay calm
Record everything
Never touch guest belongings
Wait for authorities if needed

How to Prevent This Situation in the Future

You can reduce the risk of future issues with strong systems and clear communication. Prevention protects your time, your cleaners, and your listing.

1. Strengthen House Rules

List rules in plain wording.
Place checkout time near the top.
Avoid vague phrases.

2. Automate Checkout Reminders

Schedule reminders to send:

The evening before checkout
Two hours before checkout
Thirty minutes before checkout

This keeps guests aware and reduces confusion.

3. Use Smart Locks With Scheduled Codes

Time-limited access codes give you control.
Codes expire at checkout time.
This reduces lingering or attempted re-entry.

4. Apply Late Checkout Fees Consistently

Guests follow rules when fees are clear.
List the fee in your house rules.
Request it through the Resolution Centre when needed.

5. Watch for Red Flags Before Accepting Bookings

Avoid guests who:

Have no profile photo
Have no reviews
Ask to pay outside Airbnb
Book last minute with vague plans
Push for off-platform contact

6. Use Noise Monitoring and Exterior Cameras

Follow legal guidelines.
Use exterior-only cameras at entry points.
Noise sensors help identify gatherings or unauthorized guests.

7. Work With a Professional Management Team

Toronto Airbnb Management Companies like FullHome.ca help prevent problems by managing:

Guest screening
Communication
Checkouts
Cleaners
Emergencies
Damage claims

A strong management team reduces stress and keeps operations smooth.

Prevention Extraction Block

Clear rules
Automated reminders
Smart locks
Late fees
Guest screening
Monitoring tools
Professional management

Can I legally force an Airbnb guest to leave?

No. You cannot use physical force. You must communicate through Airbnb, end the reservation with Support, and contact police if the guest refuses to leave after termination.

Do Airbnb guests have tenant rights in Canada?

No. Short-term guests are not tenants. They stay under a licence. They do not gain protection from the Residential Tenancies Act.

When does a guest become a trespasser?

A guest becomes a trespasser when Airbnb ends the reservation and the guest refuses to leave. At that moment, police can help you remove them.

Can police remove a guest who will not leave?

Yes. Police treat the situation as trespassing once the reservation is terminated. They can remove the guest if they ignore instructions.

Can I enter the unit if a guest refuses to leave?

No. Avoid entering the space until Airbnb or police arrive. This keeps you safe and protects you from false claims.

What does Airbnb do when a guest will not leave?

Airbnb may contact the guest, warn them, end the reservation, and escalate the case to Trust and Safety. Once the booking ends, you gain the legal right to involve police.

What if the guest damages the property?

Document everything. Take photos, videos, and time-stamped notes. Upload them to the Resolution Centre. Airbnb may approve compensation through AirCover.

Does refusing to leave affect the guest’s account?

Yes. Airbnb may suspend, restrict, or remove the guest’s account for violating safety and property rules.