Hello Everyone,
I was a Super host with over 600 + 5* reviews, and zero negative reviews and I want to tell me story over the past month of how Airbnb has not only ruined our business but staff we also employed.
We recently had a incident at one of our properties about 5 week ago that turned out to be a group of guests that tried to fake positive lateral flow tests to extend there stay. This was caught out as we had Amazon Ring door bells in place which showed even after notification of this they continued to go in and out of the property.
Later on it came evident to us more people arrived and with notification from the neighbours a party was occurring. We notified Airbnb of this who forward it to the trust and safety team, though couldn’t give a time frame on when this would be dealt with. 5 Hours past, and even with continuous phone calls to Airbnb no action was taken.
As a responsible business in this situation we decided we needed to take action, 1. Due to the risk of the residents if a Covid risk was true, 2. A party was taking place, 3. Our property is our asset that we need to protect.
We contacted the police and informed them of what was happening and they met us at the property, the police had to end up forcing entry as they refused to open the door. On entry the police found drugs, of which two of the guests got arrested for.
Airbnb have suspended our account and now disabled it, as they are stating we entered a property against there terms of service. Though Airbnb didn’t act appropriately to the situation and only contacted us 48 hours+ later. We had a duty and legal responsibility to enter and put stop to the situation happening before it escalated out of control.
We have appealed, gone to the CEO, head of operation in the EU (Catherine), and nobody will respond or deal with the matter.
Does anyone have any advice?
I expect this post prob will be deleted as we have had to make a new account to post it.