URGENT - massive trustbuster with host protection and claim management

[Chloe17]

Hello We have been renting our 3 properties with Airbnb since 2013. After over 160 guests we were able to host, we can say that we never had any issues and were very pleased by how this shared economy platform was handled. However, we are now fully reconsidering it and planning to cancel our profile due to a case we are facing now. One of our most recent guest coming from Dubai (2 reviews, very new to airbnb), booked our home for 4 guests, came with 6, pushed the heating to 90 F (we did not know it was even possible), blew a power outlet using a personal appliance from Dubai (most likely 220V where we have 110V per USA standards),  stole items from our media center, used our bar (was locked with a key) and left our home in terrible condition. We made a note of it and let him know it was not ok and opened 3 claims with Airbnb as the value of the damages was justifying it (despite wanted peace of mind during Christmas time). Where things are getting interesting:

Guest came in on 12/21

Messed up with the power outlet on 12/22

We sent a contractor on 12/23 (novice of $480). We sent several emails asking the guest to cancel his reservation and leave, as per our neighbors and friends comments they were bad people and fit for the email. 

Per email exchange, guest REFUSE to cancel decided to leave the house because of ‘being cold’ - ring record an inside temperature of 70oF through our heat pump. 
On 12/26 (2 days after Christmas) Airbnb finally decided to cancel the reservation AND REIMBURSE this guest  from our account to reimburse this exact same guest because he was complaining and lying that the home was not meeting their

 

 

standards. Without even contacting us or getting things documented,  Airbnb customer support decided arbitrarily to give them the money back without even consulting us. CS told us they did emailed us but we looked on every possible way and they just did not. We feel so pissed up, disappointed and betrayed. How come an abusive guest can claim most of his rental after he used it and that the host is not even consulted?   How have you handle such situation in the past?   We are so disappointed that we plan on closing our properties profiles on airbnb and use vrbo instead but wanted to get your learnings there as it could help us.   Many thanks in advance   Chloe

[Sybe · Accepted solution]

Hi @Chloe17 , I'm so sorry to hear you've run into these issues. I can imagine you just want to have some peace of mind around Christmas time and not have to deal with all of this.

Have you tried reaching out to CS again about this, perhaps they could give you some insight into the steps they took and assist you further with this?