Serious Incident

[Tracey269]

This is very traumatic to be writing this.  My guest died on Monday, in our basement.  Without going into too much detail, it was not suicide, but it was not a very nice death.  This resulted in our basement flooding also. We have had communication issues since Monday with Airbnb, you would think that our situation would put us right at the top of the priority list, so why did it take 3 days for them to respond to our emails, sent on Monday.  Why have we not had a visit from Airbnb to view the total devastation in our basement.  Why won't they answer a direct question?  We want to find out if they will pay for the clean up crew.  The answer we got is that they will pay for anything damaged.  Are they expecting us to go into the CSI scene and clean this up??? On Monday when I tried to call to report the incident, I was hung up on twice.  I sent an email, on an existing thread about this guest but it still took around 40 minutes for someone to call me.  They offered me 250 US$ to help clean!!!!!  Since then, I have asked if we can be put up somewhere, instead of saying YES, we will pay for that, I get, send us the receipt and we will see if we can cover it.  I told them I was going for couceling, again, send us the receipt and we will see if we can put it through.  These aren't the answers you would expect, when such an awful thing has happened in my house. I'm feeling extremely frustrated with Airbnb, with their total lack of empathy and consideration. If you have a similar story, please connect with me.  Thanks.

[Laura2592]

@Nina75 wow. The OP deserves some kindness.  I'm sure she appreciated your advice (and it sounds like you have experience with this sort of situation that most of us do not) but calling her out here when she's obviously in distress is totally over the top. ABB DOES in fact have a responsibility to hosts in this or any extreme situation but I agree that they often shirk it. And for that yes, they should absolutely be accountable.  

There is no reason to be nasty or imply that someone is a child when they are going through such a traumatic event in their own home. I do see that you have a history of very volatile responses to any guests who leave feedback you don't like. I would gently suggest that you keep that away from this forum, especially threads like these where people are truly needing advice and support.  I wish you the best. 

[Sarah977]

@Laura2592  She has also called at least 3 other hosts "mean", including you, because they won't kowtow to guests demanding refunds, or in your case, not wanting the blogger to do a drive-by. Seems to think everyone should deal with things exactly like she would or they are jerks.

[Laura2592]

@Sarah977that host seems to have a lot of problems based on her reviews and responses to them. I have no doubt that it has colored the way she interacts. There is never an excuse for rudeness to a fellow host who is struggling. Most of us do not (and hopefully will not ever have) experience with a guest death, overdose, murder or similar crisis. I can surely understand how upsetting that would be, and how difficult it would be to "bounce back" immediately. I am thankful that my own troublesome guests fall into the "amusing to annoying" range. I genuinely hope the OP will update us with how this is going, and can feel comfortable reaching out to this community for productive and polite guidance.

[Sarah977]

@Laura2592  A similar thing happened to a friend of mine here years ago. I just happened to drive by her place on my way home and saw her outside looking super upset. When I stopped to ask what was wrong she said her long term renter in the downstairs apartment had been silent for a couple days and she had been concerned about him. She peered in a window and saw him lying on the concrete floor in a pool of blood. He had tripped and fallen on his head and was dead. I spent the rest of the afternoon with her and accompanied her to the police station to file the report, as she was a total mess and couldn't stop crying. 

[Laura2592]

@Sarah977that is terrible. I once lived in an apartment right after the previous tenant died on the toilet there....a guy who had been very ill and not managing it well due to lack of funds. I didn't know this had happened until one day shortly after move in I was cleaning the bathroom and found some odd stains that were not appropriately taken care of from that incident. It was really unpleasant on a lot of levels-- for me to run across that, for the landlord who had been through this and was worried about ever renting the place again, and of course for the poor gentleman who had passed away. It was not a place I ever felt comfortable in and moved out as soon as it was possible.

I would imagine that it is likely more statistically common to run across this on a long term rental than a vacation space, but it does seem like certain markets may attract a population of people who use ABB spaces to "party" and put themselves at risk. Not saying that was the case for the OP. I do think ABB should have some protocol in place when a death occurs in a space, and that it should be a priority for them to help the host. But that may be asking too much.

[Nina75]

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@Sarah977 wrote:

@Laura2592  She has also called at least 3 other hosts "mean", including you, because they won't kowtow to guests demanding refunds, or in your case, not wanting the blogger to do a drive-by. 

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I @Sarah977 I said that it "makes her seem mean". I didnt say that she was mean for not allowing the magazine that wanted to feature her Airbnb. Its been a tough year for a lot of hosts, many hosts would love the extra attention. The higher the demand, the higher I can raise my prices. After the tough year any extra business can help.

[Nina75]

@Laura2592  Im calling you out, not her. You are babying her, and suggesting that she blow up everyones Airbnb businesses because this lady doesn't want to call her own insurance. YOU want to get the media involved and get the neighbors all roiled up. Thats uncalled for. Airbnb hosts have been through hell the last year we dont need anymore.  

I gave her a step by step list of how to handle the situation. Crying was not on the list. Calling the media was not on the list. 

[Laura2592]

@Nina75whether or not you agree with my response, there is a way to express opinions without being rude. I wish you the best. This is a great community but no one, myself included, has time to interact with a fellow host who has a hard time comporting themselves civilly. Best wishes with your listings. I am sure there are many here who could offer you some insight as to how to improve your business if you were open to the suggestions. But that isn't the topic of this thread. I hope the OP will come back and update us and has not been too put off by some of the comments.

[Liv]

Hi @Tracey269,

I'm really sorry to hear about what you went through. I can only imagine how hard it must've been for you and I hope you're ok.

Thank you for bringing the issue to our attention. I have contacted the CS team to let them know and they have updated your case.

I hope you get a resolution soon. Please let us know how you get on and if you need any more help on this.

Take care,

Liv

[Dale711]

Hi @Tracey269 

I am so sorry to hear about your experience. I wish I have the right word.

As @Nina75 advice are much appreciated! 👏

We all need help at times like this. I hope Airbnb takes more support for what you went through.
Airbnb is necessary to showing support to you, not only the cleaning issues.

I am deepest sympathies to the guest and his family.
May his soul rest in peace.

hug! ✌️