Unauthorized large groups

[Tiffany-and-Tyler0]

We recently had a booking for 3 individuals but what we saw on our front porch cameras on day 1 around midnight was 17 additional people mostly teenagers and adults entering the home with backpacks, blankets, and pillows. There was some making out on the porch by a young couple and a lot of people dropping other people off. Nothing illegal, outside at least, but nothing of good character either going on and our alarm bells were ringing. Had that feeling??

We called airbnb who I quote said, they would "deal with this immediately" and "urgently" by assigning a trained "ambassador".

They did absolutely nothing.

We got an email the next morning saying they would call us for more information exactly 9-10 hours after the guest checks out, or 2 days after our initial complaint. We had separate guests staying downstairs who could hear them. The home is in a very quiet, stable, and nice neighborhood. Neighbors were wondering what was happening. 

Has anyone experienced this utter lack if concern by airbnb who have been proposing to crack down on unauthorized large groups and parties?

If so, love to hear how you tackled the unauthorized large group or party gathering as well as dealt with the negligence of airbnb.

Ultimately, we ended up having to call the police to assert control of our property who fortunately handled it very well. We live in another state. 

[Debra300]

@Tiffany-and-Tyler0,

The only actions that Airbnb can take are to attempt to contact the guest to inform them that the host has reported a violation, and cancel the reservation.  They have no authority to remove anyone from a property.  This is the host's responsibility as the property owner.

Since you are a remote host, I suggest that you hire a local property manager or co-host to handle guest issues in your absence.

[Tiffany-and-Tyler0]

Yea we understand that.

My point is that airbnb did absolutely nothing. Please read above before commenting. 

The idea is conflict resolution. Of course we have a property manger and a cohost being out of state. Sending over your property manager to remove or kick someone out is not the best intial move when the goal is conflict avoidance and resolution. Its best to first have a conversation and ideally through a third neutral party.

[Sarah977]

@Tiffany-and-Tyler0  I can assure you that Debra read and understood your post, as do I.

What she was trying to tell you is that you can't look to Airbnb to do anything in these situations, because they don't. If guests are violating your rules, max guest count, lied to you about their intentions or the nature of their booking, it falls to you (your co-host, etc)  to deal with it.

You may think they should take on the role of conflict resolution, but that isn't what they do. And how many outsourced telephone workers in the  Phillipines, maybe 20 years old, do you think have conflict resolution skills?

[Tiffany-and-Tyler0]

She literally said airbnb would contact the guest and cancel their reservation as well as notify them of the violation. So seems your neither read my or her comment completely or are illiterate. Or probably just assuming and maybe racist.

[Sarah977]

@Tiffany-and-Tyler0  The Airbnb rep told you they would contact the guest, notify them of the violation, and cancel the reservation, and then did nothing. Did I get that right? I think I understood perfectly, but am having a hard time getting you to understand.

That is the way Airbnb does things. They tell hosts things that never come to pass all the time. If you talk to 5 reps, you'll get 5 different answers. None of them may be true. 

This forum has thousands of stories like that.

[Tiffany-and-Tyler0]

Actually no I never said that... she said that. Again case and point.

[Kia272]

@Tiffany-and-Tyler0  Um, wow. So you came here seeking help, and pretty much insulted anyone who tried to help you? Nice. 

Is anyone that gives you an answer that you don't like a racist? I'm not quite sure where that came from. 

I'm not sure how you came up with conflict avoidance and resolution via AirBnB as your end goal, but that's not what AirBnB does. AirBnB is a booking platform. That's all. Anything else they tell you they are is just smoke and mirrors. 

Direct contact with your guest from you first, cancel their reservation, and if that doesn't work your local co-host/property manager and the police. It's your property. AirBnB doesn't give a hoot about what happens there, nor will they pay a damage claim. 

Contact with AirBnB is prudent just to advise them of what's going on, and to get on top of any subsequent (presumably false) claims made by the guest. 

You get back what you put out there. Just sayin. 

Signed, another illiterate and (presumably) racist host

[Tiffany-and-Tyler0]

Her anti-Filipino comment. Wow.

AirBNB does payout for conflict resolution. I know many, many, people personally who host regularly who have received additional payouts from airbnb for extra cleaning and damages due to large group gatherings. 

I appreciate your opinion on airbnb uselessness I'll add that to the tally.

Agree and well said - there's only benefit from contacting airbnb early. Its almost like filing a insurance claim and getting it documented. Its important to show you made preventative efforts.

[Sarah977]

@Tiffany-and-Tyler0  Anti-Filipino comment? Uh, no. Airbnb outsources its call center to the Phillipines. That's called a fact, nothing racist about it. My point was that the call center reps give  out all kinds of incorrrect information, assure users they will get a call-back when none materializes, etc.

[Tiffany-and-Tyler0]

Yes you're correct. Which makes it true that Filipinos are doing conflict resolution and your comment seemingly racist.

Yes you're correct. They give out false information and are difficult to work with hence my reason for finding out how others have navigated working with airbnb in such situations.

You are way behind. 

[Helen3]

 @Tiffany-and-Tyler0  I know you're upset but why be so rude to a fellow host? 

bottom line is it's your STR business your responsibility to deal with guests who break your house rules and bring in more guests - but it appears you allowed them to stay and party all night . 

the most Airbnb would have done is contacted the guest and perhaps cancelled the booking .

your responsibility to go to your property and turf them out .

there was absolutely nothing racist about @Sarah977  'a remark and when you calm  down I think you'll agree you owe her an apology. 

[Tiffany-and-Tyler0]

Despite the lack of any practical insight from any of you ladies we dealt with the situation with precision and got a great outcome. Literally could not have been better. 

I would share what we did but seems like you ladies are in a camp of having it all figured out lol.

Oh and by the way your assumptions about airbnb are very wrong, your not approaching them correctly. Maybe its because you all agree to assume thy are only "20 year old Filipinos"? Not good.

[Mike-And-Jane0]

@Tiffany-and-Tyler0 what resolution do YOU hope to achieve by posting here?

[Tiffany-and-Tyler0]

"If so, love to hear how you tackled the unauthorized large group or party gathering as well as dealt with the negligence of airbnb."

That's all. Looking for an educating conversation. I want to learn from SUCCESSFUL others how to best handle similar situations in the future.