I had an incident recently, when I was away for New Years and the guests arrived with a pet, though I have a NO PET POLICY.
Their pet, peed and pooped on carpet, damaged pillow and woke up neighbors as it was howling all night.
In addition to this, I had another airbnb guests staying in the house as well, who were woken up from pet owner guests at 2AM and 8AM knocking on the doors and windows and they slept on the coach in the living room area.
When I notified this to AIRBNB, even though I am a super host ( being years with the company, that apparently means nothing at all, comparing to this pet owner guests who have just opened their account) they seem NOT TO CARE MUCH !
I provided images, I provided another airbnb guests claims saying they didn't sleep and were bothered, I even had to reimburse one of the guest for the night she stayed.
I tried to open a case, but the guest refused to pay for the damages. I have no one else to go now, as Airbnb doesn't care that the guests did not apply to host rules, nor that the guests actually ruined another airbnb guests night.
And after all this, I am getting an email that the pet owner gave me a low rating and that airbnb will close my listing for 5 days ....
This is most disrespectful act from the company. It shows how they don't care !