Terrible Guest made worse by AirBnB Support

[Marc715]

10 days ago I had someone rent my unit and then throw a huge party (completely against all my rules) and causing a lot of damage to my unit.  I notice the problem at 4 AM when I woke to more than 60 notifications that my basement door was being opened and closed.  I immediately reviewed the outside building security system and could see that people were being lead in from that door.  I logged on to AirBnB to get the guests info to call him and find out what was going on - but AirBnb had blocked his profile and I couldn't see his information or the reservation any more.  I called.  After 3 hours of being bounced from person to person I was told that they had contacted the guest and he agreed to leave in 30 minutes (which ended up being 2 hours and required to police).  The amount of cigarette smoke and marijuana smoke was so bad when the police first enetered the unit you couldn't breath.  They had even ripped the smoke detectors off the wall because they were going off.  There was lots of damage.

Ok - I get it.  If you do this long enough something like this could happen.  But the way AirBnbB handled this and is continuing to handle this is shameful.  They knew before I did there was a problem with this guest and they didn't alert me (which could have prevented a lot of the damage).  They were also completely unhelpful when I first called telling me they couldn't discuss the issue of why the guests profile was blocked and if there was a problem with him.  This lead to hours of trying to get the guest removed - I had no experience with this sort of thing and was looking to AirBnB for guideance before I had the SWAT team decend on my building.  I know this may sound petty but 10 days later I still haven't gotten AirBnB to pay me for the 1 night rental (only $245) - they keep claiming it is an "IT Glitch" - sending me to one department after another, promising callbacks that never happen.  So this is like getting spit in the face by AirBnB after all the problems I have been through with this.

[Ian-And-Anne-Marie0]

@Ron267 had them all  on Halloween night, thanks giving, sweet sixteen ,bachelor party,   Photoshoots , you name it. i kikthem all out before it’s started and keept the money !!

Should the occassion arise then thats I would want to do. What is your procedure for this as often the guests kick up a stink at AirBnb and gets the host in to all sorts of a muddle?

Also, I checked out your House rules to find any clue which would help. Is the clue in the security deposit? 

Small family celebration up to 10 people is allowed subject to advanced approval of event theme, music and guests. a security deposit of $1000, cleaning fee $250 and additional $250-$500 party fee depends on the event.

Also, (another), Why do you have this specific charge please?

Security Deposit - if you damage the home, you may be charged up to £191

Thanks.

[Trenay0]

So sorry to learn this as I am a newbie!! I was just speaking with a friend and boasting to him how AirBNB supports their customers. However, that is not always the case.

[Ron267]

Got booking with guest that had bad reviews regarding parties and extra people on the property. This guest shouldn’t be on Airbnb . After he booked with us I saw the reviews I contacted Airbnb and ask them to cancel him due to his reviews, if you do so make sure that the cancellation not going to be on your record . It was $800 reservation but the piece of mind and good relationships with my naighbours is priceless. Airbnb getting payed from both parties so they must provide for us the hosts the piece of mind and safety by approving those people. Some of the hosts are tamales which might be for some bad guests as an easier target to create trouble and take advantage of good hospitality. 

[Marc715]

We are two weeks into this problem and I still haven't even received the simple payout of $200 for the one night they stayed there.  AirBnB collected the money up front but can't seem to get me paid out.   What's worse is the promise me a phone call every day and every day I get some stupid form email and have never gotten a single phone call to dicuss this issue.  They are there for you when everything is good, but there are nowhere to be found when there is a problem.  SO disappointed in AirBnB.  Most of our business comes from VRBO anyways.

[Ron267]

Hi Marc, keep calling them ask for supervisors. Try booking .com works good for us we getting payed on time, great customer service mostly USA base or Europe (no Asia o India costumer service ) 

I’m keeping Airbnb as secondary . I find that they are ripping the customer with extra charges that makes it more expensive than any other company out there . 

[Marc715]

Thanks @Ron267 ,  I am going to put a listing on booking.com today!  Not sure how I didn't do this two years ago.

[Marc715]

@Trenay0 we actually get 3X the bookings from VRBO.  I am considering cancelling AirBnB after all this.  We stay almost 100% rented from April - October.  I am no longer sure what AirBnB brings to the table.  I am going to start listing on Bookings.com and if that helps fill the space I will remove this from AirBnB after this experience.  So sad about this and their customer service.

[Trenay0]

@ marc I agree this is a bit of sad news, however, go with your gut and continue managing your business with the level professionalism and expertise that has gotton to where you are in this business. 

Thank you kindly for the information regarding VRBO, I will explore this area soon after I have more knowledge and experience with  hosting.

[David122]

I just had a guest start partying at 2:45 am  after getting back from Meow Wolf.

When I told them that my policy is lights out after 11pm  .  They left and then called Air b nb  and told them that I have recording devices and security surveillence cameras all around inside and outside.   I was then told I was guilty by air b n b  and had to defind myself.  I took pictures of the motion sensor lights around the property and they freed me of suspicision howefver have still kept the $190 that I did not yet receive for the guests stay.  What a huge hastle.

They also immediately shut my listings down for 5 days and did not tell me nor did I ever see any pictures that the guest sent of any cameras  because there were non.

What a crappy and stressful week from this irresponsible guest.

to add salt in the wound the guest tampered with my high end stereo and somehow got it running.   I am staring to resent these types of party party type guests.

thanks for listing... had to vent a bit.

[Cormac0]

@David122 

Take you hi-end audio out of the property before some guest! does it for you, I can say with some conviction that if your hi-end audio runs into tens of thousands of dollars hell will freeze over before you see any money from AirBnb for it.

In the words of Max Bialystock "are you nuts"

[Marc715]

@David122 I never confront the guests if there is a problem.  My first call is to AirBnB so that they know if the guest has complaints it is revenge and not valid. 

I have also documented my units very well with photos and the building has an OUTSIDE security system so I can document people coming and going.  If there is a party it shows up on the camera with many people arriving.  My policy clearly states only the people registered in the unit may be in the unit (no unregistered guests) and clearly no smoking and no parties. 

My next call after AirBnB is to the police.  I have them do the eviction so I am not involved.  If it takes the swat team to get them out I am fine with that!  

[David122]

 thanks Marc, That seems like the perfect form and order of logic and reason

[Ron267]

Hi, had last summer 2 guest registered and then they brought 8 people more to “chill “ 

I called airbnb and it took me more than 10 hours with countless phone calls to cancel there reservation. When I contacted the police I was told that they cannot do nothing because the guest can invite people to there room/ house they payed for, the ONLY way to evict them if I have canceled reservation on hand, Airbnb knows that so that’s why it took me 10 hours to get this miserable cancalation. After cancellation was made me and the guest received cancellation notice due to misconduct, and only than all the guests with there brothers and sisters left the property before police was about to show. Don’t rely on the police they have there own rules to follow . 

[Marc715]

Hi @Ron267,

Not sure what city you are in - different police departments have different rules.  I make it very clear in my rules that you are not allowed to have unregistered guests in the unit.  If they violate those rules as the landlord I am allowed to cancel their reservation on short term rentals (any over 30 days you're screwed).

Chicago police were unsure what to do and they called a supervisor.  Once I showed him it was a short term rental and my house rules (and the smelled the pot) they went in guns drawn!  The End.

Keep your rules polite but define what you don't allow.  It will save you a lot of problems.

[Ron267]

Hi Marc , I’m in Los Angeles LOL