Wifi and security camara disconnected

[Anthony2148]

Hello everyone! We are new and we need help, please!

Guests disconnected WiFi and security camara, what should I do? 

[Joan2709]

Hi @Anthony2148 

How have you verified the guests disconnected the WiFi and security camera? I'm a bit confused as your listing says you will turn off the Ring doorbell camera after check-in?

You can always message the guest on the platform and inquire if the Wifi is working properly? If you live on the property or nearby you can always offer to come by (or send someone) to  address the WiFi issue for the guest if it isn't working and see what response you get from the guest.

[Kia272]

@Anthony2148  Kick them out of your property if they have done this. I'm serious. They have broken your house rules and interfered with something they have no right to touch. 

You need to go over there or have your co-host go over if you are not local. 

[Krystal153]

Hello @Anthony2148 ! The same thing happened to me. Not only did the guest unplug my wifi which disconnected the security cameras, they complained about it and demanded a refund. You have to proceed with extreme caution. From my experience, if a guest puts a complaint through Airbnb, Airbnb will ALWAYS side with the renter. Luckily, this particular situation blew over without escalating but I have had renters go over and beyond for refund. In this particular situation, my co-host went there and took a video of the house showing the wifi unplugged. Just to be extra careful, she took a video of the entire house and sent it to the renter during their stay just to make sure they couldn't try to complain about anything else. 

[Jennifer4362]

@Anthony2148 Do you have it listed in your rules not to do that? Are you sure it was disabled vs. an outage?
I've known of guests who believe wifi harms your health, but they should have asked you before disabling. Before jumping to any conclusions I would message them through the platform and tell them they need to restore wifi to the property. Message their phone the same identical message if they don't reply right away. 

[Mandy511]

@Anthony2148 That would be considered a violation of the rules if it was intentional. If your cameras are controlled by the wifi and it goes down that will disconnect the cameras. 

[Jeffrey726]

@Anthony2148 What tools, if any, do you have remote diagnose the internet connection? Reach out to the guest first, ask them if they are having an issue with the wifi? State to them that the router appears to be having issues and if they would mind restarting it.  Depending on the answers, I would then involve Airbnb.

While it doesn't solve your current situation, consider using a router that allows you to have remote access via an app and then secure the router in a locked closet or cabinet. 

[Mantas35]

@Anthony2148 I'd message them saying I noticed security cameras went off and ask if they could check if wifi is ok and no engineer needs to be arranged.

[Karen4043]

@Anthony2148 I would contact them first, as already suggested. Ask if they are having issues with it, suggest you drop in to rectify it. If they don't respond or are unreasonable, I would remind them politely of the house rules and contact Airbnb, to make them aware. 

We don't have WiFi at the moment but recent guests covered our security cameras. As they are only activated by intruders, we weren't aware until they had checked out. I messaged to reassure them that they take still pictures and only if the alarm is triggered and that we have no access to any pictures. No response......

Hope you get your issue resolved quickly and easily ☺️🙏

[Kevin-and-Desiree0]

Hi @Anthony2148 ! If you are possitive that they did this, message them first and let them know that you received a notification that the wifi and cameras were disconnected, see what their response is first. Maybe they will connect it again. If they act like they have no clue, and of you are able to go there and connect it yourself, let them know you will need to. If they still do not wish to follow any of your requests, you would need to get Airbnb involved to message the guests also. I hope this helps! 

[Joan2709]

Hi @Anthony2148 

Lots of negative media attention to hidden cameras these days. Many guests are very concerned about this and will do strange things. Be sure you have disclosed your cameras correctly in accordance with Airbnb guidelines. If you haven't done that, and a guest complains, your listing can be suspended. Some guests will complain about "hidden" cameras in retaliation for not receiving a refund, or because you charged them for damages. Usually the listing is suspended while Airbnb investigates.

As @Jeffrey726 mentions, most Hosts don't have their WiFi routers in an area guests can access. Many Hosts put a notice in their Addl House Rules that cameras, Wi-Fi may not be tampered with, disconnected or obscured. The problem I saw is that you had a note in the Safety Section on your listing that you have a Ring Video doorbell camera that you will "turn off" after the guest arrives?

There really isn't a way to do that unless you disconnect it from the Wi-Fi yourself remotely and of course the guest won't have any way to know you did that. I would remove that wording from the listing and just say:

"One Ring video doorbell at front door that actively records audio and video when motion is detected."

Here is the Airbnb article that says guests may not tamper with, disconnect or otherwise obscrue  cameras:

Security Devices Guest Tampering

https://www.airbnb.com/help/article/3053

[Loren3156]

If guests are that concerned then they shouldn’t be in the Airbnb community. We have it listed on our page where outdoor security cameras are located and I will absolutely never allow a guest to disconnected it or Wi-Fi. Do not let guests walk all over you ❤️

[Laura7046]

Good idea about stashing the router!!!!

[Kadija11]

@Anthony2148 Are these cameras inside or are you referring to a ring camera. I have checked in and had to call the host because he had a camera in the living room. He also had a ring camera. He did apologize and explained that it was put in while some work was being completed and the cleaner forgot to remove them...so is this an inside camera and if so what room or an outside camera?

[Loren3156]

A camera in the living room is absolutely unacceptable!! Wow.