Hi,
I know this is not the right way to escalate my issue but felt i had no other way to reach to Airbnb team for my ongoing issue , also i know you have seen hundreds of cases like mine - much more riskier and dangerous cases but i really wanted to talk or reach to a person who can escalate my issue to the right team. Recently i have started hosting on Airbnb in India and since then i have hosted around 4 properties with my friends and one for my own house. I have tried my best to provide each and every guest a wonderful experience and thats why i think airbnb has granted me a SuperHost badge too .
I wanted to bring to your notice that recently i had a reservation with number - ** On the name of ** they came to my house and threw a Party which is against my house rules and played loud music in night , i have a heart patient next door even after saying that they did not respond to my requests . Next morning i went for a checkout and saw that my whole place has been trashed , i see my chairs upside down , my centre table in living room has been burnt with Coal and idk what other substance ,mattress has blood stains , My plates and dinner set has been broken , kitchen is full with rotten overnight food , gas stove-has been kept open , walls have shoe marks , Alcohol spilled all over floor My bed has foam has been burnt too. one Speaker was missing too and they flew as soon as i came for inspection.
I have been contacting guests ,she once picked and said i checked out earlier so i dont know who spoiled the place and then after she stopped picking up my calls or replying to my messages.
This case has been escalated to TNS case manager which is yet to respond and its been two days now i have not even received even an acknowledgment mail for the same.
I know things take time but you should understand that i have back to back bookings from Airbnb and i cannot host with my broken furniture , stained floors and mattress the guests they will put a bad review for airbnb and as well as for me and i might lose superhost status too. I had a booking on the same day this incident happened and it took more more than 500 dollars to get the immediate house deep cleaning and i am yet to fix the damaged and burnt furniture and mattress which i dont know how much should cost.
With this incident i have blocked my calendar for upcoming months as i am now really scared of my guests , additionally i had to block few more days in july since i have to get new furniture and painters all over my house . This has also led me to a per day occupancy loss.
I really love the concept of airbnb , i have hosted such wonderful guests across the Globe but this case was horrific for me .I hope my mail reaches to you and please support me in this case as soon as possible.
Food SpilledGlasses and table brokenBed foam have been burntFloor stainedWalls with Shoe marksMattress stainedGreasy food blocked water lineTrashBed sides burntBurnt with Coal marktable damaged