@Lizzie
We are greatly distressed with our misbehaving guests who checked in today...and Airbnb CS just added insult to injury.
We accepted a 1-month booking from a guest who explicitly acknowledged and agreed with our House Rules, including NO visitors beyond the booked guests (to be COVID-safe) and maintaining a quiet environment during their stay. Our listing description also stated we have a security camera pointing out to the street to see who's coming in and out of the building (NONE inside our flat). We would check the camera to make sure the guests' self-checkin goes smoothly or else we'll provide assistance.
At check-in, the guests' party of two had an extra (third) person and we noticed a lot of audio equipment (e.g. speakers) being moved into our flat. We called the guests to remind them of the House Rules they agreed to, but the guests got upset at us and accused us of trying to scam them. We said we're happy to let them stay if they will observe the Rules going forward else they should consider leaving. They said they will have visitors whenever they wish and will be recording their music (the speakers and multiple audio equipment do NOT suggest they'll play their music quietly). They ultimately threatened us and said they won't move on unless WE cancel their booking so they get all their money back (there were also threats of submitting a retaliatory review). They realise if they cancel they will lose their fees. Though we didn't have to, we offered to refund them the fees for the nights we would manage to get another booking.
We called Airbnb CS and let them know of the situation. Hours later a case manager Pam took control via messaging (repeatedly refusing to talk to us by phone) and said her resolution was we either let these misbehaving guests who admitted they broke the rules stay one night, CS will make a booking alteration and they'll leave--leaving us out of pocket for the rest of the month--or alternatively Airbnb will cancel the booking on our behalf. We did NOT agree to either option and requested compensation, but Pam refused to listen. As we call CS to talk to someone live, Pam said she would go ahead and cancel the booking whilst we're waiting on hold on the phone to speak to someone live. Pam's messages were extremely rude and though we pleaded for her to wait multiple times, she went ahead against our wishes and while we're waiting to discuss a resolution and cancel the booking and refunded the guests ALL their money. (An aside, we had to go to the property at 10p and get the guests out since they're at this point trespassing. We gave them 10 minutes and they were not out until after 11pm.)
To add insult to injury, Pam said afterwards she submitted this as a host cancellation (WHICH WE NEVER INITIATED NOR AUTHORISED!!!), meaning penalties are now imposed on us including blocking our calendar for the next month and the "host cancellation" will kill our multi-year Superhost status we worked hard to earn.
We're now out of pocket for an entire month booking, we'll have to absorb cleaning fees since the guests were in our flat this whole night and we are being unduly punished by the guests AND AIRBNB CS!
Is this justice? These guests who admitted they'll do what they want got away with no consequences--they are no different from those who host big parties, except we managed to catch them before the loud music happens. And we're being penalised by a rude case manager who entirely took the guests' side with no consideration for us and in fact said we should lose the Superhost status after she unilaterally cancelled the guests booking.
