Hosting nightmare - 1 guest booked, 80 showed up

Harry165
Level 3
San Jose, CA

Hosting nightmare - 1 guest booked, 80 showed up

I am a new airbnbhost who just started 2 weeks ago. I have a new house listed in a very quiet residential neighborhood.  One of my guest yesterday booked as 1 adult. He showed up and we went over my house rule in person. Top of the rule is "No parties allowed". He even took a photo. However, when I showed up this morning, every one of the neighbor said my house was filled with 80-100 kids parting all night until 3 am. Yelling, screams inside and on the entire street kept people up most of the night. I went inside to inspect the house, I found structural damage with walls, ceilings missing medallion, electrical wires pulled out, beer spills all over the floor and soft. My queen bed with boxsprings crashed through the frame. Top of it all, missing small items, and garage door opener taken. I have messaged the guest to ask nicely for the return of my garage opener with no response. I have called airbnb and they said to open a claim. They said there is a $1M guarantee for property damage. So I filed a few claims with my guess on the repair cost. I am not sure if I should report to local police due to vandalism and trespassing. Airbnb adviced against reporting to the police. However, I am not certain if that should be done as well. Can anyone give me sound advice in situations like this?  

39 Replies 39
Robin4
Level 10
Mount Barker, Australia

@Harry165

Oh Harry this is terrible, I am so sorry for you. This does not happen often but unfortunately you have had to suffer this so early in your hosting career.

You of course should hand over this guests details to the police if malicious property damage has been done, but you may find claiming on Airbnb's host protection scheme something of a lemon. Unfortuantely the people who run Trust and Safety are more interested in damage minimisation than host satisfaction. 

 

Time and time again we find the best and most speedy results are achieved when you involve the main stream media....one of your local television stations in San Jose. Most of them jump at stories like this and your chance of getting a good hearing from Airbnb is strengthened considerably if they know that their image is going to be tarnished. This link will show you what can happen when things go catastophically wrong........

https://community.withairbnb.com/t5/Hosting/Just-What-We-Need-AirBnB-Front-Page-News-Not-good/m-p/83...

 

Airbnb's  are notorious for dragging their feet when it comes to speedy damage resolutions, the culture seems to be, 'if we stuff it around enough it might go away'!

 

I am lucky, it has never happened to me but, if it did I think this is the path I would take!

 

All the best Harry.

 

Cheers.......Rob

I called Airbnb and they asked me to use "Request Money" function to ask for money from the guest. Is this how airbnb claim works? I have went through the steps with the money request. Is this a claim with Airbnb or a claim to settle with the guest directly?

Elena87
Level 10
СПБ, Russia

@Harry165

 

1. Quickly read up on how to make a claim through the airbnb resolution centre 

and https://www.airbnb.co.uk/help/article/279/what-is-the-airbnb-host-guarantee

plus search previous forum topics on party damage to see some of the outcomes.

 

2. Report this incident to the police, to get it logged at least.

 

3. Follow Robins good advice

 

4. Do you have your own insurance?

 

5. Get streetwise fast, one young person books your four bedroom place for one night is code red.

Install some type of cctv to monitor the outside of your place, and recruit your nosiest neighbour as an informer.

Jackie148
Level 7
Edens Landing, Australia

How awful for you this is everyones worst nightmare, I would definitely report to police why would they tell you not to? I've heard sone shocking stories on here about people trying to claim I do hope it works out for you please keep us up to date

Thank you so much for the advice, Robin/Jackie/Elena! This awful experience had kept me awake last night. On one hand, I total want to do exactly Robin suggested. On the other, my wife and I are worried about retaliation from the kid. After all, this is someone who pretended "I have family over from overseas and need a place" on his request.  Then turned my house and the neighborhood upside down. I can still hear my wife shrieking when she discovered a giant hole on the ceiling, apparently these kids pulled the ceiling cover plate off and left electrical wire dangling. Got to think this over and talk this over... By the way, Airbnb said not to contact the police because they have actual police officers working at Airbnb. So they would examine my case.

 

@Harry0that is blatantly bad advice from ABB... last time I read it, the ToS say that to claim (for damage greater than $300?) you need a police report.

 

if you ever rent again, you absolutely must have a better way of monitoring your property. That might be occasional drive bys from you, a neighbor who is aware of what should and shouldn't be happening, or a camera system

Yes, I am thinking about getting a security camera for the front door. I need it.

"By the way, Airbnb said not to contact the police because they have actual police officers working at Airbnb"  

 

@Harry   Sounds very odd, the police work and are paid for by taxes: local, state and government. A private company cannot employ them or have them work for it in the same capacity.

It does sound odd. Then again I do not know how airbnb claims department works. I have not heard back from airbnb support since I opened my claims yesterday. It's Saturday so I will give it until Monday before deciding on my next steps. 

Kanokkan0
Level 4
Bangkok, Thailand

AIRBNB does not care about you.

Sarah977
Level 10
Sayulita, Mexico

@Harry165    How horrifying. I would definitely report this individual to the local police. (hopefully you have his full name and some form of ID?) Also media, but I'd give Airbnb a chance to respond in a timely fashion, and in your favor, to the damage claims. 

Also, I'd write a note of apology to all the neighbors who were affected by this to mitigate any of them trying to shut down your Airbnb business. And, as another poster suggested, enlist the help of your friendliest neighbor, make sure they have your phone number and request that they phone you immediately, evenif it's the middle of the night, if anything seems amiss at your place.

I agree, apology tour to my neighbors. My plan is to find a long term renter soon.

Helen3
Level 10
Bristol, United Kingdom

Hi @Harry0

 

So sorry this has happened.

 

Learning from it going forward. All hosts who list remotely should have CCTV or similar this would have meant you could have nipped any party in the bud and kicked the guest out. And only accept guests with clear photos, verified ID, who let you know the purpose of their stay.

 

Did one person booking a large private house with room for 6 not raise any red flags for you?

 

Of course report him to the police. And leave an honest review.

 

As well as working with Airbnb to make a claim, you may need to also make one on your specialist home insurance for STR.

 

Alongside managing repairs to your home, please make time to personally go and apologise to your neighbours - flowers, chocolate and wine would be in order along with a sorry card.

 

I am wondering why none of them contacted you. Do you not have any arrangements in place for them to call you if they have any concerns with your guests.

 

I do hope everything works out for you.

 

 

I did have one person book the entire house a week ago. And he was just fine. From now on, I always write to my future guest to re-state my house rule. However, I guess if someone is planning to take advantage of you, there is not much you can do to prevent it.