Please help me!
I had some problematic guests in my home. The guests reported an issue with my pool but when I said I would come and look at it that day they said I couldn't because they were having a party in my pool 😕 Having a party is against my house rules. Refusing maintenence... is that a breach of contract? Especially for such an expensive ticket item like a pool? And why were they having a pool party in a broken pool?? Airbnb advised me to do the following:
1. "Try to gain entry at the time you said you would arrive" - I did, the guests ignored my knocking
2. "Take pictures of the party and send it to Airbnb" - I did and the case manager verbally confirmed "they broke the house rules" and that he would call them to evict them. I spoke to his manager to make sure that was the right course of action considering they still had 2 more weeks left in the booking and they said yes
3. I wanted to confirm I would not lose money for the lost income before he evicted them - case manager verbally confirmed "I don't have to give them their money back"
4. Airbnb called me back, "the guests refused to leave". They told me this "breaks the terms and conditions". They advised that I 'remove them in whatever way I see fit'
5. I called another case manager and asked again if I would lose money if I let them go. She said verbally and then confirmed in an email that I didn't have to return their money because the 1) broke the house rules, and 2) refused to leave and that if they stayed they would be trespassing
6. I sent an email to the guests giving them 24 hours notice to leave and referred to the fact that they broke house rules and the airbnb terms and conditions
7. I spoke to another Airbnb rep the following day who said they still refused to leave. That's twice now that they refused to leave my house
8. At the deadline time they were still there. I sent them another email saying they had 30 minutes before I called the police and that they were trespassing on my property
9. Luckily they left, but not without horrible taunting emails saying that Airbnb was disgusted with my behaviour and that they were relocated to other Airbnb accomodations and that they have forced me to refund their money
10. I got an email from Airbnb after the guests left saying that they reviewed the case and that they acknowledged I had conflicting instructions but that they were siding with the guests in this instance who had not broken the rules after all.
11. They then changed the booking and removed $2000+ of income from my account
I did nothing in isolation from what Airbnb guided me to do. I have emails from representatives from Airbnb confirming my rights as a Airbnb Super Host and was told I did not have to refund any money to these guests who Airbnb informed me that broke my house rules. I would not have removed these guests from my home if Airbnb had not suggested I do so. I do not feel that I should have to pay for the reversal of the guidance that Airbnb gave me in the first place.
How can you give instructions to someone step by step, in real time, send confirmation emails that the host (me) is not in the wrong and will not lose any $$ but then have one random independant thinker do a 180 from what all of the 10 other Airbnb reps were telling me? How can they take my money like that? Why is nobody at Airbnb responding to me? Why is nobody taking this seriously? Why is the dispute resolution policy hidden? Why are they not taking care of a 2+ year super host? I have so many questions and I'm stressed beyond all belief.... HELP ME!!!