Hi Community. This is a bit of a rant because we're completely dumbfounded by the "host guarantee" and how little airbnb is helping.
We had our worst guests to date, and while we won't go into all of the details about the house rules they broke (like smoking cigarettes), we noticed some of our expensive acrylic glasses were missing. We have a pool, so don't allow glassware around it. We do provide really nice outdoor tableware though.
We asked the guests if they had taken the glasses and they replied immediately (and shockingly) that they did take them. This was all recorded in the AirBnB comms channel. After a few back and forths, they felt they shouldn't have to pay for them because they thought they could take them, like they were souvenirs or something. Once they stated that, I opened a request for the replacement. They of course didn't respond to it, so I turned it over to claims.
Fast forward 2 days, and Claims is saying that since another guest had already checked in when the conversation with the guest about the missing item occurred, that there is no proof these guests had taken them.
WHAT?!!? They, in writing, admitted to taking them and that they would not pay for them.
We are absolutely livid that airbnb is saying they won't help because my conversation about the missing items was hours after another guest had already checked in. Even though we knew they were missing and was in touch with the guests that took them, airbnb is not helping at all. Again, the guests admitted to it. They even said sorry for taking them, but then said they thought all of the outdoor items were for them to take, if they wanted. These guests had the nerve to think that they can take whatever they wanted from our home. All of this is in writing. They had a great time and took our wine glasses as souvenirs.
Why is Airbnb not assisting with this "host guarantee" ?
We have another claim open for the cigarette smoking as we have stated in our policy that smokers aren't allowed. Smoking isn't allowed and if found, we would fine them. We have perimeter video of them smoking, the cigarette butts left behind, and our cottage wreaked. So much so, we had to apologize to the next guests, even with the 4 hours we had between guests checking in.
Sorry, but we're fuming right now, and beyond frustrated with how we're being treated as hosts. Meanwhile these guests are out there, reserving new places and will create these same issues for other hosts - without any reprimand. I've asked Airbnb what they are going to do about these guests, and was told nothing. There is nothing they're going to do.
Again, this is a bit of a rant - because we're just so upset with this whole ordeal.
If anyone has any way to challenge this outcome, please let us know.