My guest from Italy

[Anthea29]

*The guest booked for 3 people but had a party in my flat as I was away at the time. They stole 2 pairs of brand new slippers worth £62, helped themselves to my drinks cupboard, left my antique chair out on the balcony, damaged a tile in the ensuite bathroom and left a pile of rubbish and **bleep** ends. Air B and B are not helpful when it come to refunded hosts for damages , theft etc. we the hosts are put under constant pressure to be a super host but whne it comes to the other side of the coin, it's all dumped back on us. For example it said you could only make one claim at a time but  ther would be an opportunity to do it after, now I have been told that I have to wait until Beatrice responds, and I have 60 days to sort this out. Air B and B are making a hefty profit outr of us so why don't they pay up and then They sort it out with Beatrice instead of giving us the hosts the stress of it all. Are'nt we doing enough work and Air B and B very  little?  in fact the computer does it all for them?

I'm new to air B and B but proibably will not be doing it for very much longer.

**[Title updated]

[Helen3 · Accepted solution]

Oh dear @Anthea29 sorry to hear of your difficulties.

Just to give you a little context I have hosted in Bristol for over three years and have never had problem guests (and I have had hundreds of guests). I vet my guests carefully and only accept guests with photo ID who tell me why they chose my place and plans for their stay.

You probably don't want to hear this but some of these issues could have been avoided by

a) having a lock on your drinks cabinet

b) having CCTV at your listing entrance

c) employing a local co-host to help manage your place while you were away.

This in no way negates the fact you had horrible guests.

I know you are an experience superhost and know the system works. But please leave an honest review for these guests (but look up Reviews in the Help Centre so you don't get the review removed. Give the guest three stars for communications and cleanliness and give them a thumbs down. This will mean they can't use IB with other hosts.

Mention that they had a party at your place, drinks from your cabinet and slippers had disappeared after their stay,  and the other items you mention. Do not mention you have a case going on for compensation.

Airbnb are not going to pay out for damage caused by guests without the case being investigated. That would leave the system open to abuse by hosts. You need to provide proof and provide receipts/estimates for repairs/replacement costs.

Good luck with your claim and with your future guests.

[Anthea29]

Thanks Helen, I did take photos and do have areceipt but Beatrice is now making out I am the baddie!! Actually I've now told her I don't want her money and she has implied That Air B and B have taken her side which I now think that Air B and B do not support the Hosts properly. I won't be doing it for much longer.

best wishes

Anthea

[Helen3]

Oh dear @Anthea29

Why are yiou taking the guests words that Airbnb has taken her side?

They can see you have excellent reviews and she has not.

In your situation I would pursue it.

Good luck with your future endeavours.

[Anthea29]

Thanks helen ,good to have your support. It's only been the one bad one... The others have been great so am not even going to worry about it anymore and just enjoy future guests!!

I suppose it's all part of the experience.

best wishes

Anthea