Security Deposit issues - 34 guests instead of 16 booked

[Marta-and-Anthony0]

Hi , We have been running our Airbnb property for two years now and have just encountered a new and distressing issue with the Airbnb Security deposit.

We have a property which sleeps 16 , recently we had a guest stay who had booked for 16 but had 34 people sleep for two nights. We have multiple exterior security cameras on the property which allowed us to count all 9 cars arriving and disgorging guests fully equipped with sleeping mats and sleeping bags! The cameras also have audio capabilities and one guest can be clearly heard saying they have 34 staying.
So naturally we want to be paid for the extra 18 guests.

We have a security deposit of $3000 clearly stated in our listing. We made a claim with the Resolution Centre within the required time period and with comprehensive video and audio evidence of the extra guests.

Airbnb now tell us that the guest who booked the property is not taking their calls or responding to their communications. Airbnb tell us because they cannot communicate with the guest they can not assist us with our claim, leaving us with no compensation for the extra guests. We would love to know if others have experienced this issue with the Resolution Centre and how we can go about getting the guests to pay up what is rightfully owed. Thank you in advance.

[Ana1136]

@Marta-and-Anthony0 I personally would never allow them to enter in the first place, 34 people in a place for 16 is unimaginable and very disrespectful. And if you decided that it is fine to host them you should arrange with them to pay extra before you let them in. Airbnb doesn't actually collect the security deposit unless they decide in your favor in a dispute. Have they asked you to submit evidence? 

[Marta-and-Anthony0]

Thanks Ana, we had  approved 16, the max number we can accomodate. The other 18 appeared without notice or approval , we were not at the property to greet them. Airbnb have been provided with copious evidence from our security cameras, reading between the lines the Airbnb representatives seem to sympathise with us but claim they are unable to communicate with the guest  which means they cant get us compensation through the security deposit...and therein lies our issue