Guest trashed my house

[Vaishali-and-Nehal0]

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. 

**[Sensitive information hidden - Community Center Guidelines]

 Food SpilledGlasses and table brokenBed foam have been burntFloor stainedWalls with Shoe marksMattress stainedGreasy food blocked water lineTrashBed sides burntBurnt with Coal marktable damaged

[Vaishali-and-Nehal0]

Hi @David126 , My issue has been solved now and Airbnb has supported metotally in this matter,Such an assistance from airbnb is truly encouraging and goes a long way in instilling faith of the hosts on airbnb and we feel assured that airbnb is always there for its hosts and travellers alike. I really appreciate the timely assistance provided by the team and assuaging my concerns.

[Natasha0]

I'm sorry to say but airbnb will not do anything about your damage, you are on your own as we have just found out in our case https://community.withairbnb.com/t5/Hosting/Host-guarantee-bull-bleep-when-guests-damage-your-proper...

[Vaishali-and-Nehal0]

 Hi Natasha , I am sorry to hear about your case 

I just got an update from Airbnb and they have agreed to help me out in the situation . Now i feel  Host Guarantee works 100% of the time as long as you know the terms, have a valid claim, can follow very simple instructions and are responsive the the case manager's requests.

Regards,

Vaishali

[Rebecca160]

@Vaishali-and-Nehal0That is good news that Airbnb will help out! Did they say how much they will reimburse you for damages? From other threads, it seems that if there is an agreement to pay, it comes out far lower than the actual cost. I will be curious to know just how much they cover. I really hope it covers most of the cost, as that was a pretty damaged property.

In the future, if you suspect there may be a party in progress, perhaps you can call the police. If not, then show up, prefereably with a really big person or two, and check it out. If they are partying and it is against your rules, just kick them out immediately. 

[David126]

Do let us know the final outcome.

[Jennifer1705]

Hey this happened to me also. I am upset that my review can not be seen to warn future hosts of this person's terrible manners and nasty way of treating someone's home. I think its a sneaky way for guests to be able to trash our homes and get away with it,bc if they choose not to leave a review then our review will not appear. 

[Helen3]

Hi @Jennifer1705 

Why did Airbnb remove your review? Did you do something that was against their T&C for leaving a review?

You don't say what your guests did, but I hope you were able to successfully claim for the damage through Airbnb/your STR home insurance.

Hopefully Airbnb will consider deleting this guest's profile.

Can I point something out to you having checked out your listing. You only respond to reviews when guests say something negative, and most of your comments relate to what must be private comments from your guest. This is shooting yourself in the foot as you are raising negatives about your listing, that future guests wouldn't have been aware of, unless you had raised them.

[Linda108]

@Jennifer1705   You are very mistaken that a guest not leaving a review will cause your review not to be published.  As @Helen3  has noted, if you violate the Content Policy your review can be removed.  Perhaps it would be helpful to you to read the Help Center articles about reviews and content policy.