Guest using heroin

[Josephine385]

I just had a guest who used my rental as site to land and do heroin for a week. I’ve learned she is an unhoused person with an intense addiction and her Airbnb was paid for by a man in exchange for sex. She left very important personal items behind like her passport, keys, luggage, prescriptions of methadone, narcan and a laptop computer. (I texted her about this but she hadn’t responded.) In addition to opioid use, she also had a large unauthorized dog and unauthorized guests neighbors described as gang members at the rental. I arrived at the rental after the guest checked out to discover the apartment was torn apart and drug paraphernalia EVERYWHERE; the bloody biohazards were overwhelming. I contacted Airbnb immediately. It’s been a week and they will not respond. The guest’s name on her passport and Amazon packages delivered to my property is different than their name shared on Airbnb which Airbnb marks as “verified.” She is still active on Airbnb. Any tips on how should I move forward with this situation?

[Patricia2526]

Hi @Josephine385  I’m really sorry you’re dealing with something this extreme. I suggest to stop all door access immediately If you haven’t already, change the locks or key codes, and disable any smart lock codes associated with the previous guest.

Take photos and videos of the scene  including drug paraphernalia, blood/biohazards, damage, and any identifying mail/packages.

Report the incident to the local police and Airbnb CS  (if you haven’t already). Local police may need to retrieve the guest’s items or document the scene

Do not dispose of the guest belongings immediately since her items include a passport and prescription, it’s best to ask local police what to do  they may log these as found property.

If the guest reaches out, inform her to coordinate pickup through police, especially given the nature of the items and illegal activity.

[Josephine385]

Thanks for sharing your suggestions! I'm wondering if your or anyone else in the Airbnb Community also has any tips on how to get Airbnb to respond or take action to ensure this guest does not continue to rent other Airbnbs and victimize others. (I didn't mention in my original post that the guest also stole a great number of items from my rental.) You've promptly outlined an excellent protocol. Airbnb has not had the professional competency or capacity to reply with any relevant information in a week! Thank you, again!

[Helen3]

Hello @Josephine385 

what a horrible situation to be in. 

And oh dear sounds like it was a third party booking if someone booked for her.  Were you aware of this when you accepted the booking? What did the person who booked tell you about the purpose of their study? 

Sorry not clear from your post but did you follow the process for making a claim via Airbnb and contact the guest who booked with evidence of damages /photos and videos and bills for specialist cleaning for the drug equipment and costs for repairs/replacement of goods? 

if you weren't aware it was a third party booking you should still be able to make a claim.

if the guest doesn't respond or refused to pay Airbnb will then make a decision.