Guest broke rules. Customer service not being too helpful

[Isabel4763]

I had a guest this weekend that broke all the rules. We have a home that has a septic tank and runs on well water and our township permit is 7 people only guest still brought 11 people and also a dog. We are a not pets allowed as I’m severely allergic and I occupy the home when it doesn’t rent. I documented everything with customer service once again they let me down. Now I have this guest messaging me on the platform calling me bad names and he even left us a review and this has me thinking now if it’s even worth it to have our property listed. I’m starting to feel there’s minimum support for hosts and that’s why some guests are so bad because they know they can get away with it.  I documented everything and sent proof. But once again I feel left down.

[Helen3]

I am sorry this happened . If you know more people turned up then have booked and they have bought a dog to a pet free accommodation then you can ask that the visitors and pet not on the booking leave immediately @Isabel4763 

How did the guest and Airbnb respond when you raised the issues with them? 

[Isabel4763]

I raised the issue provided evidence and nothing was done. Guest told Airbnb they had left already. They never did I provided more evidence. and to top it off now this guest is sending me messages insulting me ( contacted Airbnb tried to block guest and report messages and it doesn’t work on my end)  I did everything right and by the rules. 

[Shelley159]

Hi @Isabel4763 

Just one comment to protect yourself from future issues with pets. If you're severely allergic, you should ask for an exemption in advance. Else you won't be able to refuse service animals that future guests may bring (even if you don't usually allow pets). 

Here's the full Airbnb policy:

Accessibility Policy - Airbnb Help Center

And here's the text (from the policy above) about exemption:

Airbnb-granted Exemption: In its discretion and in certain circumstances, Airbnb may grant a host an exemption to this policy if the host notifies us about their reasons proactively. For example, if the presence of a Service Animal constitutes a direct threat to a host’s health if the host lives in that listing.

[Helen3]

I have an exemption as a homeshare host because I have asthma . I need to get a note from my doctor to confirm @Shelley159 

[Isabel4763]

Hi Shelley I have one, ( I’m also undergoing cancer treatment and I find this very concerning the way host support handled it) contacted Airbnb and all I got was I’m trying to contact the guest and they hang up once I cancel the reservation you can ask them to leave immediately ( reservation was never canceled)