Help! - Bad guests, stolen items, and NO payment

[Meredith17]

Hi Airbnbers,

In September (last month) I had guests stay at my property. When they checked out, and I arrived to clean, I immediately had a horrible feeling. I discovered they had stolen a number of personal items, and household items (I know I should not keep personal belogings out while hosting - this was an error on my part. I put all of my personal items it a discreet closet, giving people the benefit of the doubt, and even locked up the most important items. This closet now has a deadbolt and all the locks have been replaced since)

To give you an idea of some of the stolen items:

Apple TV

Canon DSLR Camera and accessories

Kitchenware

Bath products

2 Fitbit trackers

Apple TimeCapsule

Nutrininja blender and accessories

An external hard drive

Blanket

Yoga mat

and other small items I may be over looking

They had also left all the doors/garage/windows wide OPEN and ulocked. There was smoke smell (it is nonsmoking), stains on the carpet, and they had cut the cord to my Internet modem?! They also left a candle burning. 

They also didn't leave the keys - which the HOA charges a whopping $300 to replace! (pool key and gate remote)

When trying to contact the guests, the phone number given was invalid. I also believe they used a fake name - at one point she said her name was Sherri, and later said Shelly!!

(This was a same day check in - and I am usually much more cautious about my guests - but they checked in on my birthday and I had been traveling on an airplane all day!! I am a Superhost, have 2 airbnb listings, and havent had any major problems in the past - I was too trusting of this reservation) 

Anyway - I immediately filed a police report, and used the resolution center on Airbnb. A few days later, the guest agreed to pay the $500 security deposit without a word - so Airbnb was never involved in the resolution.

WORST PART: I STILL have not recieved payment for the STAY or the security deposit! A total of $881. 

Plus, I'm easily in for well over $1000 is stolen goods and damages. ($400 for keys and carpet cleaning alone) 

So, I've LOST over $2000 on this guest's 2 night stay!!

I'm not sure why the funds have not been released to me, and I have not heard from anyone with Airbnb about the payments I am owed... even though I've called and emailed them numerous times. 

My assumption is that the guests used a stolen credit card, and that is why there is trouble with payment.

Can anyone help??? What should I do? Is Airbnb obligated to pay me the $881? What about the host guarantee? 

Thank you,

Meredith

[Linda0]

You should send Airbnb a tweeter message and email number call on back of guest reservation confirmation itinerary

[Cynthia-and-Chris1]

I'm assuming this reservation was made on a stolen credit card which is why you haven't received payment and they so easily accepted your request for the $500 (because they KNOW they're not going to ACTUALLY pay it.)  I'm no expert, but going through your own insurance policy would probably be the best/only way to recover anything.  Airbnb's guarantee is not meant to replace your own insurance, but as a secondary if your insurance is unable to cover the claim.

[Meredith17]

Thank you, this is my same assumption... I feel like I'm just SOL because I don't believe there is anything my insurance would cover in this situation - I don't have vacation renter insurance. 😞  It seems ridiculous to me that Airbnb wouldn't at least be obligated to pay me the amount that was accepted and agreed to for taking the reservation... 

[Gerry-And-Rashid0]

How terrible for you - same day, last minute bookings seem to be more and more of a problem as Airbnb may not know for at least 24 hours and possibly more if a stolen card has been used. Remember it's up to the person who's card it is to report it stolen before it is blocked.

[Meredith17]

Yes - I no longer do same day bookings, they do seem to be the most problematic

[John394]

I have difficulty accepting that AirBNB don't have the ability to verify a credit card payment. 

Have you tried their contact centers?

https://www.google.com.au/search?q=airbnb+contact+numbers&ie=utf-8&oe=utf-8&client=firefox-b&gfe_rd=...

I always insist guests are verified.  I don't care if it makes guests harder to find.  I also don't accept any discount requests from guests, they are always the troublemakers.

Very sad to hear this has happened to you.

Would like to hear if you are successful.

Regards,

John.

[Meredith17]

Thank you. I have difficulty with that also...

I've since added the verification requirement of drivers license to my instant book reservations. I'm not a fan of the other verification methods, such as social media profiles, because this guest was verified!! Drivers license seems to be the most fool proof option... and I'm still finding enough guests this way.  

Thank you for providing the contact links.

[Alice-and-Jeff0]

Contact Airbnb

There are a lot of problems in your story and too much time has passed for you to file a claim for the entire amount (which you should have).  Contact Airbnb immediately to help you through this.  

Additionally, flag the guest and write a THUMBS DOWN review.  Don't let this happen to another host.  

[John394]

As AirBNB provide the resolution center infrastructure, I think it could be argued that a claim has already been initiated with AirBNB.  Especially as you have contacted police and followed available protocols.  I wouldn't be taking no for an answer from AirBNB.  Thisis precisely what their guest insurance if for ...surely!

Time to get public with this to firmly but politely demand some action.  I would start with Twitter ...but I wouldn't stop until successful.

Good Luck.

John.

[Meredith17]

Thank you, John. That is reassuring, I feel the same way. I will keep trying!

[Laurence105]

Oh dear, am sorry to hear! But I agree with John, don't stop trying! I had something similar happen to me and Airbnb did NOTHING! I was appauled at how unhelpful, unreactive and in the end useless they were with sorting the situation. I even stopped renting through them for a while. The only solution I found in the end is never ever let guests leave without someone present for checkout

[Meredith17]

Absolutely! I gave them an honest review, and a big thumbs down, immediately. The sad thing is that they could just make a new profile... 

When I filed the resolution, I wasn't sure exaclty how much I was at a loss for yet. (I was pretty shaken up to be honest). I figured I'd be lucky just to get the security deposit amount... I now wish I had asked for me, but it doesn't seem to matter since any payment isn't looking promising... I will keep trying! Thank you for your response! 

[Meredith17]

UPDATE: I have recieved the payout for the cost of the reservation, which was a great relief. Still waiting to recieve payment for the security deposit...

[Andrew90]

@Meredith17  big thumbs up for providing the udpate to your orininal post.  So many people post thier problems/please for help and don't take the time to update the community.

I hope you get the security and glad you paid out!