I appreciate the above tip, and will add to my process, after having a poor experience last week with a guest saying she was alone, only to see a male person in our yard at 5 am, smoking a cigarette. This person was unknown, and could have easily been taken as an intruder. My husband asked him what was up, and he casually stated, "Oh, I'm just having a smoke." I reported this incident by calling, and after 45 minutes on the phone with two Airbnb SuperHost people, this was referred to a "Specialist", who got back to me the next day (not the 1 to 2 hours promised). This 3rd Airbnb rep. asked me to provide a picture! This was ridiculous, since I do not grab my phone to document something of this nature, especially at 5 am. and this inferred that it was necessary for me to back up my report as if this was a court case, instead of taking me at my word.
Also, after my saying to one rep. that I wanted guidance, I was merely told of the rules again, no advice .... and the so-called "Specialist" was going to "reach out" to the guest about this. I did not want a negotiation with the guest, just wanted to report the behavior so other hosts were alerted. After not receiving any guidance privately and discreetly with the Airbnb Customer Service, I chose to tell this tale in the review, and I am bracing for some anger and lack of understanding from the guest, expecting that anyone who repeatedly used the word, "I" in her communication with the host, would be unlikely to understand the objection to a second, unstated person staying in the apt.
I would feel more supported and confident in my hosting, if my Airbnb calls (three in total) were handled with maturity, and sensitivity, rather than officious rules and procedure.
