Theft from my place and being ignored by Airbnb

[Jane3658]

A guest who stayed at our property at the beginning of May stole my house keys, stole from my home and broke into my shed and stole equipment. I reported this to Airbnb and they are almost ignoring me. I have had to change all of the locks and replace the equipment. Yes, it has been elevated to the right department at Airbnb and when  I have called they wont allow me to speak to anyone who is dealing with the case. I am now in the process of registering my property with a local Agent who does holiday rentals because of this experience. Any advice would be welcome

[Fred13]

Do you get guests from only Airbnb? Just curious.

[Jane3658]

Hi, yes, at this point, but am thinking of leaving due to their lack of care. How3 about you?

[Kia272]

@Jane3658 Did you file a police report? AirBnB is not law enforcement. I'm not sure what you're expecting them to do? 

[Jane3658]

Thanks for your reply. Airbnb have his identity but wont let me have it. I have reported it to the Police but Airbnb are still dragging their heels in terms of supporting me directly and financially. I an warning other Hosts, that if they think Airbnb will be supportive, then they need to think again, you basically are on your own

[Clara116]

@Jane3658 Pretty sure that if there has been a theft involved with a guests at your Airbnb  that a Police report is really the one thing that makes a huge difference and makes the process legit and worthy of Airbnb taking action also. This is how I understand things.

[Branka-and-Silvia0]

@Jane3658  did you took his personal information? Took a photo of his ID ?  Or you don't know who was the person you gave access to your property=?

In EU this is mandatory but I would do it even if it isn't.

[Jane3658]

Thanks for your reply. Airbnb have his identity but wont let me have it. I have reported it to the Police but Airbnb are still dragging their heels in terms of supporting me directly and financially