@Mark116 wrote:
Now we ask guests to confirm via the platform that they have read and agree to the rules before we accept the booking. They probably don't read the rules, but at least they are on record as claiming they did so they can't say at a later date they had no idea.
Yes, this is important. As others have mentioned, the first step in getting CS to help with breaking of rules (no guarantee, but you need to have your ducks in a row) is to have those rules stated. Otherwise, there is no requirement for Airbnb to do anything.
I learnt this early on with some misbehaving guests. So, I called CS. I told the agent that the guests were making a lot of noise at 3/4 am, including loud arguments and, although they apologised every time I brought it up, would just go on and do the same again. The first thing she did was check my house rules. She even said, "I know it should be obvious that it's unreasonable to have loud arguments or blast out music at 4am, and I would personally find it objectionable, but I first need to check that's against your rules... Oh, okay. I see you have quiet hours after 12pm. Right, let me call them and tell them to behave."
That's not to say that Airbnb will always back you up with the stuff that is in your house rules, but if you don't state it, they can use that as an excuse to do nothing.
In less extreme cases, where it's not necessary to call CS, you ave the recourse of telling the guests, "As stated in the house rules you agreed to, please no loud noise after 12pm." Most guests find it difficult to back chat when it's something they explicitly said they agreed to.
@Mark116
Sorry about your table. So infuriating. Is it possible to sand and refinish it? I know it's massive hassle, but hopefully it can be saved. I find with these kind of damages, guests will never admit to it/agree to pay.