We hosted the guests from hell who totally trashed our house, stole things, and broke every rule including having a party. We documented everything they did and got a cleaning quote for a deep clean, and submitted it on the last day possible because it took that long to get everything together and airbnb took 3 days to get back to me and said it was outside of the claim date when their poor customer service took that many days to respond. We took our listing down for many months as we were so mad but eventually put it up with some new protections of our own in place that airbnb does not give you tips for because they only care about making money.

 

Here’s what we did that has really helped not getting those awful guests and has worked for us in the last year -

Raised our prices

Raised our minimum stay

Lowered our maximum guests

Charge $10 pp for guests over 4

Turned off auto book and decline shady inquiries

Install a front door camera so you can see if extra people outside of the reservation are coming

Left a notice about $250 cleaning fee for leaving it in a poor condition

DECLINE ALL LOCAL GUESTS (these have been everything from prostitutes, drug dealers, and people looking for a place to party) 

And most importantly, check the condition immediately after the guest checks out and start a claim right away.

 

Air bnb doesn’t care it takes time to notice things are missing or find new damage, they care about themselves and making money, not you as a host or your place.

 

25 Replies

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Church Creek, MD
Level 10

Hi all....I was just about to start a conversation about guests that were disgusting.  It's a good thing they weren't my first guys here for hunting season, otherwise I would have been apprehensive about having the ones who came before them.  This is the review I just wrote, if anyone has any advice about what to change please feel free, as I haven't submitted it yet.  I know ABnB "claims" only reviews that have been submitted by both parties will go public.  Well I'd like to claim...what a lie...I had people come and upon leaving left a bug on a Kleenex by the guest book, when I opened the door and saw that, I thought "holy crap do I have roaches"?!!  Nope it was a moth, a moth that probably came in while they had the door to the porch open with the sting of lights lite.  I never wrote a review thinking they were going ding me for it with the stars.  Well they did leave a review, and it did go public, thankfully they didn't mention bugs/insects.  Plus keep in mind I'm in an extremely rural area on Maryland's eastern shore, best known as crab and hunting country, not to mention plenty of bugs and insects.

 

This review is on the group who came for a hunting trip. I was told there would be 3 coming, which turned into 5 day of arrival. They didn't remove their wet boots as the apt had boot tread tracks everywhere, which had me mopping the place before the next guests. There were tiny sticker burr things from the woods all over the daybed and some on the floor. Someone throw up on the bed pillows and folded one pillow in half and shoved it between the mattress and headboard.  And lastly I have a NO SMOKING policy inside and out, I have tenants who have to follow that rule so my guests are expected to as well.  I found cigarette butts all around the grass at my parking area, I know they were from this group as there was an empty Marlboro box in the trash and that's what was printed on the butts.  I should add that thankfully the apt did not stink, I'd advice that you'll need extra time to clean. Side note, they were all very nice guys, just wish they'd shown some respect staying in someone's property.

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Frederick, MD
Level 10

@Wende2  aw, I am so sorry you are having bad guests too! These seem to be dire times for Maryland hosts.

 

I would say something like this in your review:

 

"Though they were pleasant to communicate with, these guests booked for 3 and arrived with 5 in our one bedroom space. Cleanup took a lot of extra time and the space was left in very poor shape. House rules were not followed with regard to smoking on the property. We do not recommend these guests and they are not eligible to return to our space."

 

Then rate below 3 in all categories and press the "would not host again" button. Best to keep your review brief and unemotional. 

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Church Creek, MD
Level 10

@Laura2592   Thanks for the reply.  I've had hunters from Pa, Va, and others from NJ,  no one left the place looking like this, the pillows really ticked me off.  Most of the time you'd never know anyone stayed other than trash in the can, bed and daybed looking slept in.  I sent pix to a friend around the corner, including his profile so she knows to decline if she wants.

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Church Creek, MD
Level 10

@Laura2592   I'm actually surprised he left a review.!

 

Excellent place to stay, very clean and great setup. Location is great and place is very nice!! Wende is very helpful and accommodating. She was very easy to work with and very helpful w any questions we had! Will definitely stay again in the future!

 

I guess he could always get someone else to book it, hope my honest review doesn't have them leaving it in even worse condition.  Just thought of that  =^\

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
England, United Kingdom
Level 10

@Wende2 you said 'I know ABnB "claims" only reviews that have been submitted by both parties will go public'

Well that isn't true. Airbnb are very clear that any reviews that are given post after 14 days unless both parties review in which case they post immediately.

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Church Creek, MD
Level 10

@Mike-And-Jane0   The way I took it, only after both have left a review, in which both parties have 14 days to do so, only then will the review go public.  I guess it doesn't matter.

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Sayulita, Mexico
Level 10

@Wende2  No, all reviews are published, regardless of whether both parties leave a review or not.

 

And it does matter, because hosts who have that false notion about reviews will decline to leave a review for a bad guest, thinking that means the guest's review won't appear. In which case, the host has failed to warn other hosts about an objectionable guest.

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Church Creek, MD
Level 10

@Sarah977   In my case of not leaving a review I thought I was actually protecting myself from getting dinged with the stars, over a moth they probably let in, and who doesn't know what a moth looks like.  Some guests don't bother to go on maps and check my address with where they intend to visit, I had one leave it in a review to book a fishing trip, with a link to the website, the trip is an hr from me in a well known tourist area, pretty sure if anyone thinks that's a great idea, they won't be staying here.  Another booked for a golf tournament, again did not check my location, that was an hr away, he gave 3 stars for location, that should not be a star rating, in my opinion.  Had someone tell people if you're coming to visit the Harriet Tubman museum to only come the weekend, it's not opened thru the week.  I'm sure people will come for all the other things this area has to offer, but come on, don't be putting people off in a review.  I do leave an honest review and tell them in the private comment why, and the lack of respect to be in someone's place are the ones that get under my skin.

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Sarasota, FL
Level 3

what about the secure deposit? it works for claims against property damages or cleaning issues?

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

in
Frederick, MD
Level 10

@Fernando1561 no it doesn't really exist. 

 

Security deposits are never collected. You could have 2million on your listing and would never see a penny unless the guest AGREES to let you collect against it. Airbnb gets involved if the guest says they refuse the damage and they arbitrate. Most often that is in the guest's favor.

 

Many threads on this. Its a psychological deterrent if anything. 

Re: Airbnb does not protect you from damage or awful guests - Here’s what to do to protect yourself

Online Community Manager in
London, United Kingdom
Online Community Manager

Hey everyone,

 

We’re really pleased to share some details with you that were recently announced. All Hosts will soon have access to Aircover, a free top-to-cover protection. 

 

As always, Host feedback is very much appreciated, so please let us know how you like the new service by sharing your thoughts here on the Community Center once it has launched. 

 

Thanks,

Liv

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