Dear Fellow Hosts
I just had a horrible experience which I really hope you will never encounter! Guests booked for 3, but came with 6 cars decorated with white flowers like a wedding or Prom. About 30-40 people fullly dressed up for party. I called Airbnb immediately requesting assistance , hope the case manager could help me dealing with this. Please read the conversation thread below and advise! Those case managers were not helpful....
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Dear Sir/Madam:
On Saturday 5/4, I contacted Airbnb immediately when the
guests (Jazhun’s group)were checking in. Jazhun booked for 3 people but arrived with few cars, decorated with wedding or prom colors. About 20-30 peoples all dressed up for big events. I informed them that my place was not suitable for parties or events, they told me that they were attending a prom, back at midnight for a gathering ONLY. few girls remained waiting in the house. I insisted that only 3 can sleep in my place, they looked very angry and confused...
I called Airbnb immediately and informed the case manager the situation. I requested immediately cancellation as obviously guests violate my house rule. The case manager told me that he would contact the guest for the cancellation, would get me back soon....
After 6 hours I had not heard back from the case manager. About midnight I heard group of people yelling loudly outside my gate, there were 5-6 cars with about 30-40 people outside street, trying to coming. I was standing in front of my gate, insisting not able to host them. I requested to talk to Jazhun. I waited for long time, finally the young man arrived. I begged him to cancel this reservation as there is no way to let all those people in, my neighbors would complain.
Jazhun got angry and requested full refund, I agreed! as Airbnb didn’t get me back after 6 hours, now I had to protect myself from this horrible situation even lose my income.
I feel I was unfairly treated, my listing stated strictly no Party or events, I also personally sent message to the guests immediately after booking, wrote in Capital Lettters: NO PARTY please! ( see conversion thread).
1: Airbnb could not help at the very beginning when guests checked in, with few cars and about 30 partying people ( documentation provided).
2: case manager promised to call me back regarding the cancellation but after 6 hours, nobody called me back
3: Airbnb called back only for the guests refund after 6 hours.
4: house was messy when they left, had to hire additional cleaning services
5: gate remote control was missing. Airbnb CS suggested me to wait 72 hours, then file claim
6: I contacted guest again and again, he barely replied and never returned the remote back. ( please read our conversation thread).
7: for security reasons, I have to call the gate company for resetting everything, disable all remote control.
I am respectfully request compensation from this horrible experience.
I believe that I am entitled to get the refunded rent, additional cleaning fee and the expenses of replacement of the remote control.
Currently I am having a business trip in London UK, will be home on Thursday 5/9. Please message me before that!
Thank you for your attention!
Sincerely
周蘭
