Bad guest experience

[Gerri-Elise0]

Hello-

I am new to hosting and just had my first very bad experience (after several good ones). 

Im not sure how to cope with the smoker who adamantly denies she smoked in my place- she also had a ready excuse for stealing my good Egyptian cotton towels, telling me she had left in a hurry and must have gotten some of my towels (4) mixed in with her laundry (she was only here two nights. 

When I reminded her that she and her friend were laughing and joking around for a couple of hours after the stated check-out time, she became angry with me. 

I tried putting in a customer complaint but the AirBnB site won’t process it-

Anyway, in talking to Tess, she suggested I list what she owes me in stolen towels, carpet cleaning, and nicotine abatement and she would pay me whatever it costs. She told me to text her tomorrow because she was “overwhelmed” and still was not home. I told her to text me when she got home in an hour, but she again came up with excuses saying she wasn’t sure when she would be home- she needed to go see a dying friend or something. 

I feel like **[Guest] and her friend **[Guest] have scammed me. I hesitate doing any business recouping my losses without AirBnB in the loop. 

I could use advice and maybe a phone number for AirBnB. I really don’t want them accusing me of anything, so prefer reimbursement to come out of the security deposit AirBnB holds upon booking.

**[Sensitive information removed in line with - Community Center Guidelines]

[Quincy]

Hi there @Gerri-Elise0, I'm so sorry to hear about this. I was wondering whether you were able to get in touch with Airbnb to report this? Here's a guide on how to contact Airbnb (click here). 

[Gerri-Elise0]

I literally finished the report on Tess Guerrero today- the phone app would not take one of the receipts and the computer site would not take the other- but I finally got it submitted. I was unable to schedule carpet cleaning in time for other guests, so I literally scrubbed two rooms by hand.  I am now waiting to hear from AirBnB. 

I wish there was a way to warn other hosts about bad guests- smoking causes so much damage to properties- 

[Mary-Lyn-And-Clark0]

After 4 years of superlative guests, we had ‘this kind’ of guest.  Nothing stolen but plenty of misuse, broken items and simple filth.  (I wont go into specifics in case anyone is eating.). Anyway, they were also full of excuses and tried to point it back at us - at one point accusing us (it was not us - it was Airbnb asking for payment) of harassment.  We took loads of pictures - and filed an Aircover request.  Sounds like you can’t exactly take pictures of smoke residue or missing towels, but you can file an Aircover request for extra cleaning and replacement costs.  

We had a guest break our very expensive stove-top a couple of years ago.  We filed a claim with Aircover, and I believe it is their practice to bill the guests.  Our guests presumably did not pay - and Airbnb covered the cost of a new stove-top within a few weeks (minus a bit for depreciation.)   Airbnb really came through for us. 

[Gerri-Elise0]

Glad to hear they came through- I uploaded 2 receipts so we will see- 

When I spoke to the guest she ridiculed me. She said she didn’t care if I gave her a bad review. She claimed she didn’t smoke inside, but when I told her the place smelled like an ashtray she told me that maybe she had the door open or left a full ashcan inside (she used her empty hard cider cans as ashtrays). 
 I’ll keep my fingers crossed. 

[Helen3]

Hello @Gerri-Elise0 

1. Not sure where you are based, but all the ways of the contacting Airbnb are listed in the Contact Airbnb post at the top of the forum you are posting in.

2. You need to stop communicating with the guest by text and keep all communications on the platform.

3. You need to submit a claim for the stolen and damaged items within 14 days of check out here https://www.airbnb.co.uk/help/article/279/host-damage-protection