We have rented to more than 100 different renters and Ana was our worst experience. Ana and her guests broke the glass on two night stands, left cigarette ashes in the house (when smoking was strictly forbidden), and left our home dirtier than any renter we have had in the past three years. Our vacation rental permit (issued by the City of Palm Springs) limits us to 6 overnight guests and a maximum of 3 cars at any one time. It also prohibits piling garbage in public view. These restrictions were on our website, were sent to Ana in advance, and were listed in a brief document she signed when she checked in. Yet, based upon bedding left on the floor, we estimate Ana had 12-15 guests. She admitted that she and her guests had 5 cars and piled garbage on the front step of the house well within public view. Each violation seriously jeopardized our permit. Ana also checked out 3 hours late, without requesting a check-out extension, or communicating her need.
The Airbnb Resolution Center response? In order to clarify, the host is able to create the house rules for the accommodation listed in our platform, however, please note that as per our Terms of Service, we are unable to reinforce reimbursement for them.
WARNING: Airbnb will not allow a home owner to impose fines for violating any house rule. A renter can ignore any rules you set, and Airbnb will not impose any consequences.
John, May 11, 2019