This morning (GMT+8) time, I had a message from my current guest saying that a thief broke into the villa and stole money from them. So immediately I sent my staff and security to the villa to investigate (we have 24 hours security patrolling the villa at every 2 hours, and we have electronic logs of the security doing the patrol)
Upon entering the villa the 2 ladies guest was very upset about the incident, so we went to investigate further and call the local police to witness the site. We found 2 hand bags outside on the patio near the swimming pool placed on the table, all passport, credit card are still inside the wallet, but all the cash is gone according to the guests.
The thing that raised the suspicion further is that there are no sign of force entry to the doors, we have this glass sliding doors, with locks on it, the locks was taken apart but the screws was loosen from the inside of the villa.
We also noticed a phone was missing, I put an android phone as part of the villa amenities for guest to connect with music services inside the villa.
The villa layout is enclosed by a wall, and at the back there is some garden and swimming pool, somebody could have climb the walls from behind the house but the detective examining the scene could not find any footprints nor marks on the white painted walls, even though the ground is wet from the wet monsoon season in Bali currently.
They claimed about $500 in cash was missing and demand replacement as they don't have cash (even to buy lunch) so I offered them sandwich.
I reached out to airbnb about this problem but they still have not replied.
We offer to take them to the police station to make an official report (the police need to use the computer at the station) but they refuse to go, saying that they don't feel well, we have explain to them for the report to be official we need to do this, and later we can claim insurance if they wish to do so.
Later in 40 minutes or so, a couple of male friend come around the villa (while the police still there doing the examination) they started to chat around the living room, put on the music, laughing and dancing...! (I cannot understand what they are saying as they don't converse in English)
So I am confused now......anybody has this problem before? I am a superhost with almost 3 years of experience and 220+ reviews with no problem so far but this 😞