Armed Burglary During Airbnb Stay

[Darren132]

Hello everyone,

On Friday evening, during the last day of a booking as a guest, I experienced a break in at the Airbnb I was staying at. The burglars broke in through my bedroom, stole my $1300 MSI laptop containing thousands of personal files on it that weren't backed up, and stole an Xbox in the living room belonging to the host. They dropped a knife and large wrench that are in police custody presently. I called Airbnb customer service about this on Saturday afternoon, and gave the representative some information, and at the end of the conversation he said that I would be contacted by someone else from Airbnb about the matter. I was never contacted, and on Monday I went to the help center and sent a message explaining everything. It said that I would get a response within 24 hours, but that didn't happen either. After being a frequent Airbnb user for years and always having positive experienced, I'm very disappointed that I can't get a response about such a serious matter. Even a message saying that they can't help me and explaining why would be preferable to nothing. I'm wondering if anyone has any advice on ways I can complain, or any other action I can take regarding Airbnb?

[Darren132]

I just called customer service again, and the representative said that the case would be labeled as an urgent case and that I would receive an email by the end of the day. I'm baffled how this wouldn't be considered urgent from the get-go..

[Sandra126]

@Darren132, I am sorry this happened to you. I am not sure what you want Airbnb to do? Do you have travel insurance, does the host have contents insurance? The police is informed, now inform the insurance companies involved.

[Lawrene0]

That must have been frightening, @Darren132. You and your host weren't hurt? 

Your laptop will be covered by your home insurance. I know I have to list mine, make and model, on my home insurance, and that its loss/theft is covered even if I am travelling. Your host's XBox will be covered by his/her home insurance. Airbnb's guarantee is for things like damage caused by the guest, not for burglars breaking in, as that isn't anyone's fault (but the burglar's...). They used a knife and wrench, so it wasn't a matter of you leaving the door unlocked.

Or are you looking for a refund for your stay? Something like that? What are you hoping is the outcome of speaking with Airbnb?

If the police catch the burglars, there is a chance they will make restitution. Long shot, of course. 

Do talk to your insurer. 

[Mark116]

Maybe he wanted assistance with being relocated, or yes, a refund because he doesn't feel safe any longer there, but whatever he wanted, even if it was something like compensation for the theft from airbnb, surely they could do better than what is outlined here:  he calls as a victim of a crime while staying at an airbnb and gets the same shoddy BS 'we will absolutely for sure totally call you back ASAP' but it never happens that everyone else deals with.