Issue with guest and less than helpful customer support

[Hillary79]

Hi there-

I’ll preface this by saying I’m relatively new to listing my home on Airbnb. I started adding it in as an extra income after losing my job back in December and the past few experiences have been great up until this one.

However last night I was made aware by neighbors that there was a 20+ person party happening at my home. 12 cars at least lining the neighborhood streets in a very quiet neighborhood when the guest had listed there would only be two people her and one other staying in my listing. I also have no parties selected for my listing.

Of course, horrified and concerned I reached out to Customer Service. I was escalated four times without a resolution. I ended up having to call the police.

I’m now in a position where I have no idea what to do or how to rectify the situation. Obviously we’re in the middle of the pandemic and this is not only breaking my rules but also the rules of Airbnb, and the regulations of my state that I live in.

This is my personal home that I rent out and it means so much to me as I know anyone’s property means to them. I don’t even know how I can fathom walking in my property tomorrow knowing what may wait upon me.

I know there is a risk that you take with hosting but I’m absolutely mortified with how this is being handled and definitely will not be continuing to host based on my experience with customer service alone here.

 Has anyone had a similar situation that can offer me some advice here. I have a case manager according to customer service that has yet to get in touch with me after 24 hours of trying to reach out to them. This is an active guest. I appreciate any wisdom that you may have to offer.

Regards, Hillary 

[Emiel1]

@Hillary79 

Airbnb CS can cancel the reservation and contact the guests, but there is not much  more they can do. What happened after you called the Police ? If guests violate state rules and/or neighbours are complaining, they must be able to act and end the party.

Otherwise try to get help from a friend or neighbour and order the unregistered guests to leave. And  cancel or shorten the reservation if Aibnb fails to do so.

Your listing can be booked already for 2 nights, as being an entire home and for max 7 guests IMHO it is an atractive target for potential "guests" wanting to make trouble like this.

[Hillary79]

Very much appreciate your response and this feedback! Thank you.