@Crystal366
I am sorry to hear your’ve unpleasant experience with the guest.
You stated,
“Now it seems I might actually have 3 fourteen-year-olds as guests with no adults.”
In certain fact, you has done it right! You’ve contact the guest.
Yet, the guest denied the fact, disrespectful behavior and violated Airbnb policy.
1. You may think about to contact the guest again via Airbnb message,
“Do you have available times to meet up, as we can discuss further, or can I present myself and meet your sons, as I’m in the next units”
Meet the guest either the mom or the teenagers, well communication with them and reconsider the next steps, and also is the chance to educate the teenagers, “do” and “don’t”.
2.You may contact Airbnb to involved, if you feels still uncomfortable with the guests, acknowledge the incident to the case manager, request Airbnb to cancel the reservation on the guest or Airbnb behalf and consider to refund the remain night to the guest.
Follow up, present yourself in the listing ‘knock’ on the door, inform the teenagers to pack up and mention the reservation has been canceled. After they left, carefully Inspected the home and take photos as evidence.
Of course, the guest may leave you a negative review by either ways, but it is out of your hand!
You’ve the option to respond the review in the public and refer to the incident.
Nevertheless, if the review is against the Airbnb housing standards, do report to Airbnb and remove it.
My thoughts, since you staying in the next units, you can definitely well control in any incident.
You can think about to change the check in by appointment rather than self check in.
Always greets the guest by person, organize the house tour, socialized and remind them always you’re stay in the next units and also you’re the neighbors. This is to prevent party happening and similar incident happen again.
I hope you can resolve the issue.
Happy hosting