Airbnb is not only not protecting me in a very bad situation, but they also allowed the same guest to book and do even worse to another host, and allowed this guest to leave a false negative review of my listing.
A guest booked for one person on my listing that has a security camera (clearly stated on the listing). Male guest arrived with two more men and immediately located and disabled security camera. After being asked multiple times, by myself and Airbnb, to turn security camera back on and update reservation per exact guests staying, guest refused and police had to be called. It turned out they had 10-15 people in my unit, they smoked in non-smoking unit, damaged and stole, and then they physically threatened me outside the building when they were finally leaving. I was in contact with airbnb throughout the incident, but then the contact dropped off from Airbnb. I have been contacting Airbnb repeatedly by phone and email for nearly 3 weeks and nothing has been resolved. They say someone will call me back, but did not. Sometimes when I call in, the phone call just drops while I'm on hold. They pass me from case manager to case manager, and claim that tickets weren't made before now. From today, they are telling me that they will not remove the guest's 1 star review that is entirely lies. Of course a guest who is involved in illegal activity and has to be removed by police is not going to leave a positive review for the person who called the police on them!
As well, Airbnb allowed this guest to book with another host after the incident, and that host reported in their review that the guest damaged their place, had multiple people in the unit, broke into another unit in the buildling and stole valuables there, and that other tenants feared for their safety. They also called the police.
Meanwhile, this guest is still able to book on Airbnb, and I'm left being futher victimized by Airbnb.