Ruth and David, I hear your frustration — this is unfortunately one of those situations where Airbnb feels very different from VRBO, especially on the first long stay with a problematic guest.
Let me break down what likely happened so it makes sense:
### 1. Security deposit vs reality on Airbnb
On Airbnb, the “security deposit” is usually *not held upfront from the guest*.
It’s more like a display amount, and payment only happens *if the guest agrees or Airbnb Support approves the claim*.
So:
* Guest can refuse → nothing is automatically charged
* Then Airbnb steps in and decides based on evidence
This is very different from VRBO where deposits feel more “real” and immediate.
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### 2. Damage / claim process
You are *not missing anything*, but the process is slow and strict:
To get reimbursement you must:
* Submit claim within *14 days of checkout OR before next guest checks in*
* Provide *clear evidence* (photos before/after, invoices, communication)
* Show that damage is beyond normal wear & tear
If the guest refuses (as in your case), Airbnb Support becomes the decision-maker.
---
### 3. Guest behaviour issues (occupancy, pets, misuse)
What you described is serious:
* Extra guests (breach of house rules)
* Unauthorized commercial activity (bringing others / charging)
* Safety issues (door unlocked, keys hidden outside)
* Property damage (fireplace glass)
These are all *valid violations*, but Airbnb usually requires them to be:
* Reported immediately during stay
* Documented in the message thread or with photos
---
### 4. Why she had 5 stars
This is a very common Airbnb trap:
* Guests can have high ratings but still behave badly in specific stays
* Ratings often reflect “overall friendliness”, not compliance or responsibility
So unfortunately, *5 stars is not a guarantee of good behavior*.
---
### 5. About the review “24 hours to reply”
You were informed correctly, but:
* Reviews are published after both sides submit or after 14 days
* You can respond publicly at any time after your review is posted
Your public response is actually very important now — it’s what future hosts will read.
---
### 6. What I would do now (practical steps)
1. *Escalate the claim with Airbnb Support again*
* Be very structured: list each issue separately
* Attach evidence clearly labeled (door, fireplace, occupancy proof, etc.)
2. *Write a factual public review of the guest*
* No emotions, just facts:
* extra unauthorized guests
* house rule violations
* safety issues (door unlocked, keys hidden outside)
* damage not reported
3. *Add stricter house rules immediately*
* max guests = strictly enforced
* no subletting / no additional visitors
* penalties for violations (Airbnb supports this if documented)
4. *For future long stays*
* always require weekly check-ins or cleaning visits
* consider mid-stay inspection clause (allowed if stated clearly)
---
### Key truth here:
Airbnb is not VRBO — it relies heavily on *documentation and prevention*, not post-incident protection.
What happened to you is unfortunately a classic “first long-term Airbnb guest learning curve”, and it usually pushes hosts to tighten systems very quickly.
If you want, I can help you rewrite:
* your house rules to prevent this in the future
* or your claim message to Airbnb so it has maximum chance of approval
