I currently have a lady (guest). She is clearly not the same person as the lady in the profile picture (different race) (note: I do not have problems with people race, on the contrary I love and celebrate differences as I am sure most in this community do.
I was advice to address this with the guest (I couldn't believe it!!). I told them I did not want to do it my self and that this is an Airbnb responsibility (to verify the identity).
I was told that some times a different person books the place on behalf of the actual guest. I know that, and in all cases they have let me know if that is the case. Also in the request, this lady stated: I will be in the city for a few days on business, so this is clearly not one of those cases.
I am very concerned and for hours I have not received any response from Airbnb. I have a safety camera outside of my property (this is how I caught the issue and the camera is disclosed in my listing). I offered Airbnb to send the video if necessary but again, no response.
It is as simple as making a video call to the guest or there are ways to ask to take a self-picture to compare with the ID provided, or just check the video and see if the lady is the same as the ID you have on file. 10 min max.
If I was dealing with danger people (I don't know at this point), taking hours to resolve this is unacceptable.
This might be putting in risk my family, my own safety and my neighbor's.
I am absolutely disappointed of the sense of urgency showed by Airbnb in this case.
How do I escalate?