Hi everyone,
I need advice. Airbnb takes about 12-20 hrs to reply via chat and they have disabled all their call support numbers (I'm in Canada) and would not provide a number for me to call. If anyone has a working number, please share.
As a background, I'm a superhost. My cleaning company does a great job and I have never received complaints.
I had a guest check in over the weekend after negotiating $200 off their 2.5 month stay as it was above their budget. They sent me a bunch of photos late at night showing burn marks on a knife (claiming that crack had been smoked on it) a condom and wrapper in the basement, dust bunnies on stairwell and some blood on the main entrance door and told me "thought I was a super host".
My immediate reply was basically telling them that I had checked the unit before they arrived and it looked great and I have photos from the cleaner after each clean and warned them that I would call the police and they are not to smoke crack in my house. I got ahold of airbnb but after telling them that I was being set up, they stopped replying to me completely for almost two days. Meanwhile, the guest replied and said they were a man of god and are not setting me up and are here to visit family and they are immune compromised so they were really concerned about the cleanliness of the home. After talking to the guy on the phone, he sounded sincere, he told me that he didn't notice these things earlier as he checked in late at night the day before. I gave him the benefit of the doubt and assumed he was just extra particular as he mentioned he was immune compromised. After checking the logs on the entrance lock, he had lied about checking in late at night. When asked about it, he said his brother must've dropped off bags. It's very suspicious as there was quite a bit of activity. I gave him benefit of the doubt anyways.
I had my cleaner go in there to take care of the items he mentioned. My cleaner's reply was that blood on the door looked like spit and was definitely not there when she cleaned. The guest had moved around a couch in the basement (it's basically barebones unfinished and only used for laundry) which prob resulted in the condom; they had moved a desk from the bedroom upstairs to the mainfloor which probably resulted in the dust bunnies, the cups that they mentioned had white specs that they spent 6hrs cleaning (which I thought could've been calcium deposit from hard water) were actually plastic disposable solo cups at the top of the cupboard.
In summary this guest is extremely sketchy. I will send all this to airbnb as documentation but for the time being, what should I do? Should I move towards canceling his stay or let them stay until they break a house rule? I had to also pay for an hour of cleaning to my cleaners for this, should I let it go or try to recover the cost?
My first time posting on here. Thanks for any feedback.