Hello Sybe,
As a new Airbnb host, I recently encountered a situation where guests violated numerous house rules, including smoking on the property, damaging pool equipment, attempting to kick in the front door, and displaying hostile behavior. Despite clear communication of rules through our listing, electronic guest book, and reminders, the guests disregarded them shortly after arrival. We were forced to involve the police for the safety of our property and neighbors, resulting in their eviction approximately 13 hours before checkout. The damages caused amounted to around $1,000, prompting us to submit claims to Airbnb's coverage program.
However, the guest managed to persuade SOME Airbnb support person to grant a refund for the night the guest was evicted, falsely claiming I had undisclosed cameras on the property. This assertion is untrue, as all cameras are visible and their locations are clearly stated in the guest book and listing description, including the use of a Ring camera. It's frustrating that despite our efforts to uphold rules and ensure transparency, the guest was able to manipulate the situation to their advantage. This reservation was NOT cancelled; the guests were removed from the property by the Police Department for being hostile, breaking house rules, kicking my front door, and being highly intoxicated.
Out of the $588 reimbursement from Aircover, only $132 was received, as they refunded the guest for one night's stay and deducted it from the reimbursement for damaged pool equipment.
I find it concerning that Airbnb failed to connect the dots, allowing the guest to manipulate the situation while I deal with an ongoing investigation into the events at my property. It's disappointing that Airbnb didn't thoroughly investigate before issuing the refund, which likely would have prevented it. I would really like to know how someone who was lawfully evicted, causing damage to property, kicking in my front door, breaking numerous house rules, flipping me the middle finger on my Ring camera, being highly intoxicated, can receive a refund?
WITH ALL of the appropriate documentation, pictures, and a police report send to Airbnb.
Ultimately, I've decided to withdraw my investment from the platform after my last guest, as I no longer feel supported by Airbnb.
I would like your advice and take on my situation.