Dishonest guest and Airbnb's lack of concern

[Liz343]

It's taken me a few weeks to figure out just why I am still so upset about a recent issue with a guest.  I accepted a booking from someone who had 5 star reviews.  He told me he was going to stay with his girlfriend so that they could attend a wedding taking place nearby.  At check in, we were unhappy to find that the person who checked in wasn't the booking guest but a videographer who had been hired by our guest.  He stated that he was there to film.  He did not have any credentials, business name, agreement, business cards - nothing purporting to be a true business.  Then our guest arrived and he was carrying lots of clothing that looked a lot like bedroom material.  While we were trying to talk to him and understand what was happening, a girl showed up who was in a pretty shocking state of "undress".  At this point, we told the guest and his guests that they needed to leave, he had lied about his purpose (and he said he would lie again so that he can book more Airbnb's to "conduct business and film").  They left willingly when I said I would refund all his money.  I knew I could have kept the money because of my policies but decided I wanted a peaceful and fast resolution and they did leave quickly.  

I then called Airbnb and explained that the guest had lied, it was obvious that the guest were going to shoot a film that seemed to be pornographic in nature and I would never allow such a thing.  Airbnb support said I did the right thing and thanked me for refunding the guest in full.  Then the support person said the most shocking thing to me -- he said he was going to contact the guest and extend a gift certificate so that he could find accommodations somewhere else that night.  I was floored!  I reiterated that he had lied and wasn't in need of a place to stay - he wanted to film in someone's home!  The support person said that he understood that but it was policy for him to do so.  

Does anyone else have a problem with this?  I think that this guy should be blacklisted from Airbnb as he fully acknowledged that he lied, was going to use my home to film commercially and not just that, it was morally objectionable to me and most hosts, I believe.  This so-called policy is not exactly supportive of Airbnb's hosts and their privacy and safety.  Filming commercially without permission, agreement, a written contract and permits, and insurance is strictly prohibited by municipalities.  Why is this ok?  Further, how fair is this to future unsuspecting hosts as this guest told me that he will do it again?

When I received the message from Airbnb stating that they were happy to help and this case is closed - I again asked how this resolution is fair and good to their hosts?  To this date, I have not received any response.

Please let me know if anyone else has had this issue and/or if you have any thoughts regarding this.

Thanks

[Linda108]

My point is not that this guest demonstrated good guest behavior as I agree that the guest did not comply with rules and the remedy for that is a negative review.  To expect Air BNB to ban all guests who disrespect a host's rules is not reasonable.  Some hosts have very specific rules that other hosts do not find important.  Elevating this issue to another reason Air BNB is disrespecting hosts is a bit of an over reaction in my opinion.

[Thomas1033]

@Liz343  I’m thoroughly disgusted at your treatment by first a guest and then cs.  Wow just wow!!!  We market our place to families and I would not want to think about someone’s kids running through the rooms where debauchery took place.  Holy YUCK!   Airbnb pandering and comforting dishonest people with gifts is a low for sure!  Yvonna (cohost)

[Mika8]

@Liz343  you wrote: Filming commercially without permission, agreement, a written contract and permits, and insurance is strictly prohibited by municipalities. 

[...]

support person said the most shocking thing to me -- he said he was going to contact the guest and extend a gift certificate so that he could find accommodations somewhere else that night.

So, airbnb is supporting illegal activities  .... another nadir ...

[Anonymous]

@Mika8  Once upon a time I was a film student. It would've been impossible to do student projects if I'd had to adhere to the regulations that applied to commerical filming. Didn't mean I went around making pornos in other people's houses, but still - I agree with @Linda108 here, the relevant issue is that the guest lied about the number of people in the group and the use of the property. Regardless of whether the filming was for a commercial project or a personal video, this was a violation of the terms of the contract with the host.

[Carmen-and-Ben0]

We had a guest who’s behavior caused us to cancel his reservation before reaching his unit. We refunded his money, ejected him from our property and yet he was able to give a review for a stay which did not occur. Here what Airbnb did for us this my response to the Airbnb case manager. 

Hello Charlene, 

YOU failed us!

Not because you did not agree with our plight. It is because when I spoke with you on the phone, YOU stated that you would call me back in one hour. and you never did!

TEN hours later, I called you back and one of your colleagues read your notes about our request. YOU DID NOTHING. YOU never called instead took a cowardly approach of sending this message. 

We will finalize our existing reservations and move away from this platform altogether. Your action helped us reach that decision. 

As for the survey, 

IT IS NOT A QUESTION OF FAIRNESS, it is a question of what is right. 

The guest never stayed on our property yet is able to give a review. So a verbally abusive guest arrives at your home, you decide not to let him enter. And that guest can still punish you with a review. IT IS NOT RIGHT. But keep your stupid policies in a few months they will have no bearing on our lives as we stop hosting on Airbnb. 

[Anonymous]

@Carmen-and-Ben0  Your case manager failed to resolve your problem in a timely fashion and didn't provide you with the customer service you needed and deserved.

However, it's important to note that Airbnb has recently been forced to change its policy to allow guests with same-day cancellations to submit reviews. The problem was that consumer-protection groups noted that when guests found that their accommodation was not as advertised and left, their inability to leave a review was protecting the bad actors. A UK regulatory body required that companies like Airbnb allow reviews for bookings cancelled same-day, and Airbnb applied the policy globally. Your situation might be the baby in the bathwater, but between all your other great reviews and your honest response to this guest's review, no potential guest is likely to feel dissuaded from staying with you.

[Kelly149]

@Liz343  Don’t think this will help you now & sorry you learned the hard way how abb handles these things, but for anyone reading...

a cs recently told me that guests are only banned from IB if they have 1* reviews from hosts. ‘Grain of salt and all, who knows if that is true but just one other data point....”

[Kate795]

Airbnb says it ok for a creepy guest to target a minor and identify her in a listing. The reps are getting worse and worse—- creepy guest made reference to 17 year old daughter who lives next door.  Isn’t this “ identifying” information? We have hosted for over 5 years and the quality of the reps keeps going further down and becoming less respectful towards hosts.. and now.children?  

I sm thinking of deleting my account and going to VRBO as I am really appalled at the lack of corporate responsibility 

[Noelia57]

Hello @liz343

Something happened to me with a guest recently. I was going to the community to see if I could write something about the situation but reading your story has helped me understand that we as hosts are not alone in these situations.

Airbnb should have a set rules or signs of red flags when it comes to guests cancelling at the last minute or making alterations without consulting the host. I understand Airbnb wants to make the guests to be happy with their stay but it doesn't mean the host or them as a company should be penalized or in jeopardy for the irresponsibility of the guest

[G-C-R-M0]

Hello @Liz343  - I am sorry to hear this. I am new to the community, and actually just started discovering this yesterday and all the wealth of information a host should have from the beginning!!

I recently ran into similar situation, although not involving adult films, but basically number of people booked is way less (half) than the number of people staying. 

Unfortunately I was also not able to recover the loss income from airbnb because of "LACK OF EVIDENCE". It's ridiculous!! When I asked one of the case managers, how am I supposed to gather evidence of guests doing anything?? Am I now supposed to install cameras?? They never responded, then one day when I kept reopening the case, one of the case managers mentioned "It's pretty common for hosts to install cameras outside the house to monitor activities". I am stumped TBH, and honestly I don't know if that is also proof. Guests can as well say, well, our friends left but your camera didn't capture it.
In any case, I am seriously considering that option.

Another option I heard from some other hosts, is that make the rent on per room basis, so that way common areas like living/dining/kitchen/backyard can be monitored and you can still walk in there any time unannounced. I am not sure I will have the time and energy to do that either.. it's like policing, which I supposed airbnb as a community of hosts and guests should really be using common courtesy instead of needing some policing.

Anyway, I hear you how airbnb isn't always on the host's side. I've been only successful in getting host guarantee when I can prove there's damage, so I've learned that for anything that the guests did, I'll file a damage report to quantify and look at it from that angle.

Good luck and stay cool! Your listing is awesome! I want that house! LOL

[Sean433]

@Liz343 

Well at least the producer was out some $ for sure since he had to spend some time looking for another place to shoot his porno. Maybe take it as a compliment that they thought so highly of your place as a backdrop for their escapades.

This is kind of comical because the hosts who have been on this forum for a while already know that such an event won't lead to any action from airbnb. Very few dishonest guest actions ever do lead to consequences. The only and closest thing that would is if they used your place as a brothel (happened to me once and the lady was deactivated). Eventually, with the passage of more time, you laugh about it. What else can you do.