Request for Urgent Reassessment and Compensation for 2024 Hosting Incidents

[Rita3473]

Dear Airbnb Support,

I am writing to request an urgent review of two extremely serious hosting incidents from 2023 that resulted in property damage, hygiene hazards, financial loss, and significant personal stress. I hope Airbnb can reassess my case and provide appropriate compensation.

These issues relate to the following reservations:

• Reservation #HMSX9EMCBT

• Reservation #HMJJRJ4QME

I began hosting in 2023, managing 4–5 rooms. While most of my hosting experience was positive, the guests associated with these two reservations caused severe violations of Airbnb policies and left me with substantial out-of-pocket expenses.

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Guest 1 – Severe Policy Violation, Illegal Activity & Hygiene Misconduct (Reservation #HMSX9EMCBT)

Guest 1 engaged in extremely serious violations of Airbnb rules and basic guest responsibilities:

• Brought multiple clients to my property without permission, using my home as a location for sex work. I personally witnessed one client paying her inside my home and asked her to leave immediately.

• Used my home address for business registration and loan applications, and I continue to receive unrelated mail because of this misuse.

• Left period blood stains on the sheets, mattress, walls, and floor, creating an extremely unhygienic and hazardous environment.

• Garbage was left scattered throughout the room.

• The bed was scratched and damaged, and all linens were heavily soiled.

• Food stains and blood marks were left on the walls.

• Used sanitary pads were left in the dustbin, and the mess attracted flies.

• Throughout the stay, I had to constantly rearrange her shoes and manage her disorganized belongings.

• Dragged her suitcase across the floor and stairs, causing visible scratches.

• Communication was poor throughout her stay.

• Brought additional guests without permission, violating house rules and Airbnb policies.

• Due to the contamination and damage, the room became uninhabitable, requiring deep cleaning, disinfection, and replacement of multiple items before it could be booked again.

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Guest 2 – Theft, Privacy Invasion & Property Damage (Reservation #HMJJRJ4QME)

Guest 2 also caused extensive damage and serious safety and privacy issues:

• Smoked inside the room despite clear house rules, attempting to hide the smell with towels.

• Consumed alcohol excessively and burnt my floor, causing permanent damage.

• Left a bottle filled with an unknown yellow liquid—unclear whether it was alcohol or urine.

• Left marijuana buds throughout the room; the entire space smelled strongly of smoke and alcohol.

• Roamed around my house unsupervised, entering areas outside the booked space.

• Entered my personal bedroom and washroom without permission, violating my privacy.

• Stole multiple personal items, including incense sticks and candles, later found hidden in the guest room after checkout.

• Left the main door open throughout the night, creating serious safety concerns.

• Checked out late despite multiple reminders and became argumentative when addressed.

• I have time-stamped photo and video evidence documenting these actions.

Given the severity and the safety risks involved, I believe this guest should be reviewed for potential banning from Airbnb.

⸻

Financial Impact & Evidence Submitted

I documented all damages with time-stamped photos, videos, and written summaries and submitted everything to Airbnb shortly after the incidents.

Airbnb instructed me to repair the property myself. I hired a local contractor in Brampton and submitted all receipts. Unfortunately, these receipts were not accepted, leaving me with $8,000–$9,000 in out-of-pocket losses due to structural damage, replacements, and deep cleaning.

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Request for Resolution

Given the illegal activity, hygiene issues, property destruction, safety violations, privacy invasion, and ongoing issues caused by Guest 1’s use of my address, I respectfully request:

1. A full reassessment of my original claim.

2. Compensation for all damages incurred, as documented previously.

3. Support and guidance from Airbnb to safely return to hosting, should I need to do so again.

These incidents caused immense stress and ultimately led me to stop hosting, despite maintaining Superhost standards. With my recent job loss, I may need to resume

Given the severity and the safety risks involved, I believe this guest should be reviewed for potential banning from Airbnb.

Financial Impact & Evidence Submitted

I documented all damages with time-stamped photos, videos, and written summaries and submitted everything to Airbnb shortly after the incidents.

Airbnb instructed me to repair the property myself. I hired a local contractor in Brampton and submitted all receipts. Unfortunately, these receipts were not accepted, leaving me with $8,000–$9,000 in out-of-pocket losses due to structural damage, replacements, and deep cleaning.

Request for Resolution

Given the illegal activity, hygiene issues, property destruction, safety violations, privacy invasion, and ongoing issues caused by Guest 1’s use of my address, I respectfully request:

1. A full reassessment of my original claim.
2. Compensation for all damages incurred, as documented previously.
3. Support and guidance from Airbnb to safely return to hosting, should I need to do so again.

These incidents caused immense stress and ultimately led me to stop hosting, despite maintaining Superhost standards. With my recent job loss, I may need to resume hosting to generate income while still paying down the line of credit used to cover these damages. Any assistance Airbnb can provide would be deeply appreciated.

Thank you for your time and urgent attention to this matter.

hosting to generate income while still paying down the line of credit used to cover these damages. Any assistance Airbnb can provide would be deeply appreciated.

Thank you for your time and urgent attention to this matter.

[Wendy-May0]

That is an absolutely dreadful experience, I'm really sorry you faced such severe incidents and the resulting financial stress.

Having dealt with similar high-value claims, the $8,000–$9,000 rejection usually comes down to the invoice format. General contractor receipts are often rejected because they are not line-item itemised specifically against the damage (e.g., 'repairing burnt floor' versus 'general floor repair').

Your most actionable step now is to open a new appeal and insist on a Senior Claims Specialist review. You need to resubmit invoices that are broken down by damage type. Crucially, you must also demand the Content Integrity Team review both guests for platform bans due to the illegal activity and privacy violations.

Feel free to ask me any questions about structuring those itemised receipts or setting up specific guest screening protocols to prevent this risk in the future. Did they give a specific reason for rejecting the original receipts?