Guests make racist remarks about us...

Answered!

Guests make racist remarks about us...

Not sure how to handle this situation that happened tonight: 

 

So until May, when our new construction home is completed, we (the hosts) are residing in the basement unit of the listing (separate entrance, no shared spaces). We make this very clear in our listing and sent the guest a message up front when she booked. She failed to read both. This living situation clearly made her husband upset as several racist remarks and actions were observed. On the night before their checkout (tonight), we received a motion notification from Ring. Upon viewing the video, as several of them were going somewhere, her husband says "watch out for the colored people" (referring to us of course). She says "shhhhh, they're downstairs", he replies "no they're not, I already looked for their car". Additionally, her husband decided to hang a pair of tennis shoes on the light on the front exterior of our home, (which is a "drug house" innuendo/reference). In response to this, Victoria says "there's a Ring camera right there" and her husband smiles and waves at the camera. Obviously this is all pretty disgusting behavior, especially in 2022. Everything I've mentioned is factual and can be proven with video & audio from our Ring doorbell. My first thought was to report to AirB&B, but we are a newer listing and have already reported several guests that smoked weed here. We dont want it to seem that all we do is complain about our guests, but we keep having these bad experiences. How would you handle this?

Top Answer
Kate867
Level 10
Canterbury, United Kingdom

@Marek-and-Ko0   I am so sorry this has happened to you.  That sort of behaviour is completely unacceptable.  You have a very nice listing with many excellent reviews.  Your only recourse really is to let Airbnb know about their behaviour and when you review them, tick NO to the ‘would you host again’ question.  Unless they have damaged your property or caused you any financial loss in any way then it is unlikely that Airbnb will do anything.  Just review accordingly, but make sure that you comply with Airbnb’s review policies when you do.

1 Reply 1
Kate867
Level 10
Canterbury, United Kingdom

@Marek-and-Ko0   I am so sorry this has happened to you.  That sort of behaviour is completely unacceptable.  You have a very nice listing with many excellent reviews.  Your only recourse really is to let Airbnb know about their behaviour and when you review them, tick NO to the ‘would you host again’ question.  Unless they have damaged your property or caused you any financial loss in any way then it is unlikely that Airbnb will do anything.  Just review accordingly, but make sure that you comply with Airbnb’s review policies when you do.