A nightmare guest and Airbnb's lack of support for hosts

[Trevor278]

Hi everyone,

Unfortunately, I had my first nightmare guest experience about a month ago now. The guests smoked in my condo for 3 full days (I suspect cigar, cigarette and marijuana) and stole items. While Airbnb did an okay job agreeing to reimburse for partial amount of the stolen items, they have refused to provide any support for the smoke damage. This damage was so bad that I had to have a restoration company come in (invoice for approx. $2800) to remedy the situation. During their stay, the guests turned my Nest to 99 degrees so that they could open the windows as they smoked. I found smoke/nicotine residue on my blinds, sofa, chairs, plants, screens and more. 

After filing a my initial claim on the day that they departed, Airbnb closed the claim WITHOUT addressing the damage from smoking in the unit. I have talked to approx. 10+ representatives, all who have given me differing information and direction on how to move forward. I've spoke to close to 10+ people on chat, and called numerous times and I have never gotten a clear response from an agent. The lack of transparency, direction and support for hosts is ALARMING! 

Airbnb can not survive without us hosts... so why are we okay with this lack of support? They are now saying that the damage does not qualify for reimbursement due to it being seen as "additional cleaning" which they don't "cover." However, the long list of representatives I spoke to about my situation, had never even mentioned this not being covered. I have literally spent over 20 hours + trying to resolve this issue and this is the first time I'm hearing about not having a qualifying claim. I'm at a loss and extremely frustrated. 

If Airbnb does not support us, why are we not allowed to charge guests automatically for repairs through a security deposit? Their process does NOT support hosts. I also asked for a recording from my multiple phone conversations with agents and they have told me that I will need a court order. 

Disclaimer: I kept this as short as possible. There is MUCH more information regarding what I've dealt with trying to get this resolved through airbnb. 

There is a major issue with the lack of clear direction, communication and process between departments, and support for hosts. Has anyone else had an issue with the support team/process?

[Chill-and-Relax0]

Been there, done this, nothing surprising here. 

Just a side note regarding Nest; you can lock it and allow guests to change temps only within a certain range. If that's not enough, they can always ask you to change settings remotely. Also, Nest offers smoke/CO2 alarms that let you know via app what's going on in case the alarm goes off. 

[Trevor278]

I did quickly learn about locking the nest and setting a range, however, it was already too late. I'll have to look into the CO2/Smoke alert. 

Thanks for the information and I'm sorry you've had a similar experience. It's not a good feeling.

Trevor 

[Sarah977]

@Trevor278  There is a host who posts here regularly, who has been successful in getting payment for smoking violations. Basically she has a separate charge stated on her listing for smoking, separate from the regular security deposit (which Airbnb won't dock for smoking, only for actual physical damage).

@Inna22 , can you help this guy out by directing him to your thread on this? I can't find it.

[Inna22]

@Sarah977 yes, thanks for tagging me.

@Trevor278 here you go

https://community.withairbnb.com/t5/Hosting/Smoking-deposit-collection-best-practices/m-p/1363183#M3...

[Hal3292]

How do you actually collect the smoking deposit? Does Airbnb pay it? They can't go back into the guest's credit card and add charge it, can they?

[Donelle4]

How do you do a separate deposit

[Donelle4]

@Sarah977 how do you do a separate deposit

[Kris3563]

I see it's been a while since you posted this experience. I just started chatting on the form a week ago. Reading your experience ,I thought you would be a good person to engage with. I have a recent  on going case with the safety team. And my listing being on a suspention. Airbnb is out of control, with there lack of respect towards the hosts,  With their policies, their protocols, there employees . I only just learning how to communicate with people this way. you may be able to read my ongoing situation. But I do believe  after talking candidly with Airbnb personnel on the  phone, and talking with a few hosts  I know. If we put our voices together, I believe we can get them to do a better job. Let me know if you have any ideas on how we can communicate.  A Little more privately. to do this

[Sarah977]

@Kris3563  You need to "tag" the person you are addressing so they get a notification. 

"But I do believe  after talking candidly with Airbnb personnel on the  phone, and talking with a few hosts  I know. If we put our voices together, I believe we can get them to do a better job".

As a new host, I understand that you may be under the impression that hosts have not been doing this for years.  

Airbnb has ignored almost of the feedback they get from hosts, regardless of how many put their voices together. 

They are notorious for saying "We're listening" and "We hear you", which are simply patronizing, placating words signifying nothing. And that's all the good it does hosts to give them feedback- nothing.

I'm not suggesting we simply accept their unfair practices without speaking up, just be realistic about how much good it will do.

One's energy is better spent figuring out how to run one's business in a way that you have almost no need to deal with their customer service at all, ever.

[Tonya121]

I recently had Airbnb no longer support a reservation and had renter leave. She had been at my home almost 6 weeks. It was 2 days until check out. She apparently was flagged at last rental She left just prior to mine. She trashed my home and previous. Matresss destroyed all pillows wrote on every wall wrote on 27 bags of trash in basement 37 total removed from house, drugs found etc...pure filth.. All I hear from Airbnb is claim is open yet no place or request for pics etc everyone passes me off to someone else. ANY advice? This was my first rental 😞

[Helen744]

Helen@744I would start with a police report as this sounds very serious.Then send this to Airbnb but I hope that you have private insurance as well. Did reviews on this person not show up ?Six weeks is a long stay  for a first stay . In a stay this long it is paramount that you do weekly cleaning . If you had done so then you would have been alerted much earlier. It seems that the whole idea of Airbnb as short term holiday rental turned into long stay madhouse. Stick to two or three day stays until you can figure out how to vet your guests. Talk to them ,ask them questions as to why they are staying and offer any info they may need for their stay. Check them in personally . Maybe sign up a co host. Ask for valid id photos. for goodness sake,close any loopholes that are making you vulnerable. You were targeted by this guest ,probably because you were new,some government agencies are providing accommodation in Airbnbs  inappropriately. I wish you all the best for your future bookings. they definitely should not be like this. H

[Helen744]

@Tonya121  See above . good luck H

[Tonya121]

Thank you  so much. I did get a police report. My claim is finally moving forward. Thank goodness I had funding to just fix things immediately on my own. I have since changed my booking rules no one without reviews can instabook and biweekly cleaning or they agree to wellness check on property.  This person destroyed the rental right before mine she stayed in. This didn't show on her reviews and he complained immediately.  Airbnb took almost 6 weeks to notify me they terminated reservation based on her previous rental issue.. to late to help me. He too is fighting for reimbursement.  I sure have learned alot.