I had a guest reservation for 17 days.
Guest was welcomed and greeted appropriately. Everything was fine. I have a listing in a mostly conservative country and inviting over guests specifically other gender guests are considered illegal. We actually send copies of any guest IDs to the local police station for clearance before providing access to our property.
On the third night; guest starts exploring around our front door security camera; decides to intentionally obstruct the camera lens with tape. Invites over friends + opposite gender (we believe its pure prostitution) enjoys his time; a couple of hours later our front door camera sends an alert; we investigate to discover all whats mentioned above.
We ask guest to remove tape, he responds by he's not comfortable with a camera monitoring the entrance; we ask again this is a serious security breach; he declines and threatens to cancel the rest of his booking!
We call airbnb safety team, they cancel his booking and asks him to leave.
Post-booking findings; coal ashes from hookah inside the property and smoke smell/odor.
Lucikly airbnb decides that we keep total payout and everything is good on our end.
A few days pass, and the guest gave us a 1 star rating. I submit a request to remove the review. Airbnb says it doesnt go against the policy. Endless messages and phone calls on how can a guest who specifically violated local laws and house rules and still have an accurate say on his stay? The reservation was cancelled all together because of his actions... anyway, after escalating a few times.. a senior case manager acknowledges the guest violations and that why we get the full payout with no refund to guest. And advises us to reply to his 1 star review publicly so people can see our part of the story and suggests filing for reimbursement for the extra cleaning for smoking and the unauthorized guests.
Although the 1 star rating hit us hard we decide to let it go, we tried alot and we keep getting we have concluded our review and it does not go against airbnbs policies a few times..
We then file for reimbursement as suggested by the senior case manager for unauthorized visitors x3 + extra cleaning fees by professional company. A day passes and we get a notification on the app that our listing has issues that might cause it to be unlisted...we go to the notification it says guest informed us:
1. Unclean and messy
2. Amenity not working
And then we find our april payout with a negative balance since again "specialized team" decided to refund the guest full payment.
Again support calls and messages that doesnt go anywhere other than "specialized team" after full review decided to refund the guest. We know this not what you wanted to hear but bla bla bla...
These support people they say but in my opinion need to all be replaced since none of them are doing their jobs.
