Over a week ago '4 guests' booked my house. They proceeded to throw a party, disturbed the neighbors, and police had to come repeatedly. They exceeded occupancy (maybe 14 people), disregarded noise rules (brought their own DJ and stereo equipment) with disco lighting, rearranged the furniture, left a huge mess including extra trash and burnt logs from a fire they started in the backyard (cannot make this stuff up). I have video surveillance and photos of everything including police incident number for the eviction. As expected the guests are completely ignoring my claim, but what is most disturbing in all of this is that I have had absolutely no response from Airbnb. ZERO. After a week!
On my way to the house to meet the police (they cannot evict unless owner is there) I called Airbnb to get the ball rolling. Firstly the only way they answered the phone, and it took an hour, is by me saying I was a guest. Prior to that my call was disconnected 3 times even though I verified my account. The CS listened to my case and took some notes. He said that since this was a serious issue he would pass it on to the specialist team and they would get back to me right away. A week later and crickets!
Airbnb value proposition is to provide a marketing platform, secure payments, and provide accountability and support when things go wrong. As we all know, cancellation policy is now out the window and now I see Host Guarantee is also non-existent.
