Lack of AirBnb Support - And REFUNDING (out of our pocket) the dishonest guests

[Kirk57]

Recently, we had a booking with a female by the name, let's say LISA.  Lisa booked for herself and three other girls.  (Let me also add that we have a perfect 5.0 listing and live in home valued at close to one million dollars.)

LISA arrived but now her name was ANNA. And ANNA brought FOUR guests with her, not three. We have room for the extra, so we simply added her. But, due to the value of our smart home, we also have a security system on each of the entrances and exits as well as the windows.  On the first 24 hours ANNA and her guests were on premises, the security system recorded more than 40 comings and goings in one day alone.  This continued day and night for three days. Our security system caught random additional females using shared phones to access our August Smart Locks.

We repeatedly tried to contact LISA / ANNA but to no response. We wanted to know what was going on in those rooms, and surely by now they needed a clean set of towels, etc. By the fourth day (or a planned eight night stay) I brought clean towels down to the area only to find the place ransacked. I found 17 HARDSHELL suitcases, not to mention gymbags, shopping bags and other (for lack of a better term) toiletry sacks (?) strewn all over.  Food was left out and in the open, the floor was barely visible; the place was in such a mess.

We also found sexual "medications" wrappers in the trash.  This was enough.  We called AirBnb and they said there would be an immediate response. NONE came. But, on the other hand, when the guests complained that WE, the homeowners, INVADED their privacy, AirBnB jumped on it and contacted us immediately. We explained to them we had already complained and heard nothing, and we sent them supporting documentation of the condition of the space. AGAIN, no response from AirBnb, until one of the girls called to complain again about us trying to confront them as to the activities down there and WHAT THEIR REAL NAMES WERE, as well as WHO THEY WORKED FOR.

It seems AirBnB sides with the guests FAR more than with the hosts. Airbnb DID take our evidence into consideration and cancelled the stay; the police came and escorted the girls and their belongings off the premises. But then a second person from AirBnb called and said we were wrong to do that. It seems as though one hand is not washing the other at AirBnb.

Now - exactly one month later - we get notice WE are being docked for the remainder of the stay that AirBnB cancelled due to PROOF of broken rules and policy! We are getting docked more than $300 to be returned to these "mystery girls of the night" when the decision was made by AirBnB to get them off our premises!

Who can we call there? Has anyone had success in reaching anyone with any sort of sense at AirBnB? Should I go to the local news and get them to do a feature story to finally bring this to the attention of AirBnb? If the police are not enough, what is enough evidence for AirBnb's standards?  Please please help.

[Emiel1]

@Kirk57 

Airbnb must be more strict to certain guests:

Kick them of the platform and protect the valuable hosts they need to do there business !

Best regards,

Emiel

[Sally221]

Some one else on this forum was able to sue successfully in Small claims court, a possible option?

[Linda108]

@Kirk57   You have a beautifully restored Craftsman!  Great reviews as well.  I don't see a review from this guest party, but I hope you provided a thumbs down review them to warn other hosts.  I did see that you do not have a rule about unregistered guests which most of us have which is supported by Air BNB TOS.  You might add that.  Along with the security cameras it could be effective for the future.

When you vetted these guests did you ask about why they are coming to Salt Lake City?  While guests might lie, I find how responsive guests are during the booking and welcoming process is a good indicator about them as guests.  That, along with positive reviews, helps weed out bad guests.

When you entered the space without guest permission, and no immediate emergency, you did violate a general rule of hospitality.  Because of that, it put you in a vulnerable position with Air BNB, I'm afraid.  You could have left the towels outside the space and let them know about that.  However, once you were in the space, you apparently did some investigation into their trash because you were concerned but again, that is an invasion.  While you feel you did the right thing in protecting your space, I think Air BNB has to side with the guest because of your intrusion into the privacy of the guests.  

You did not post that there was a damage claim so I hope your beautiful home is fine.  

[Kaylee18]

@Kirk57  I agree with @Linda108 about entering the space without the guests permission, and unfortunately that is the part where Airbnb will get you every time! I've learned as a host if there is ever an issue (big or small) CALL Airbnb first before you take any sort of action. 

I think things would have went a bit different if you called Airbnb first, told them about the situation and any house rules that were broken (if any) and they would have tried to reach out to the girls on their end. If it warranted the guests being asked to leave, Airbnb will do that on your behalf (they've done it for me before). 

Sounds like a really sh*tty experience overall for you and sucks they could not have done more to help! 

[Roxanne69]

The issue is that Airbnb is not responding on time. It’s been 24 hours and I’m still waiting on a response that’s an emergency to any host. 😞 

[Kirk57]

I mis-spoke in the interest of shortening the story - I DID contact AirBnb about the lack of response before heading down to the area.  I also told (and sent) them the video tape security footage of the repeated ins-and-outs of multiple unknown people, as well as the names and phone numbers of my neighbors who were witness to the flurry of activity day and night. They (AirBnb) themselves tried to contact the guests. Then when they (AirBnb) received no response, the suggested entering the space with a witness. THAT, I guess is my complaint; there seems to be two sides at work at AirBnb which are not corresponding with each other.  Just this morning, AirBnb reversed their decision ("After further investigation, I found that the adjustment that was processed recently should not have been done. In this regard, I have processed a payout for same amount, $314.36, to zero the adjustment that was recently processed.") and is returning the refunded money back to me, the Host. Again, showing that the two sides are not communicating.

[Branka-and-Silvia0]

@Kaylee18 

When guests are asked to leave or have to leave because the place becomes inhabitable due to the damage (hurricane, broken pipe or whatever) then the days not spent in the premises are always refunded.

I agree with you that guests who break house rules should not be refunded because when guest's plans change and they want to cancel/shorten their stay then they are refunded according to host's cancelation policies.

If they break house rules and are kicked out by host then they are awarded with the full refund. It is ABSURD !

[Kaylee18]

@Branka-and-Silvia0  I agree 🙂 .

That's why I always say ALWAYS contact Airbnb first before asking a guest to leave, so they will cover you (if they agree with you of course!) lol

[Stephanie]

Hiya @Kirk57 ,

Thanks for sharing this story and sorry to hear about the troubles you've had. I checked in with the CX team and if appears that you have received the payout from the case manager.

Let me know if there are any further issues with this,

Stephanie

[Kevin1056]

I dont believe that a host should ever enter a property if a guest is not there (unless they have given you permission)... that is a serious violation of a persons right to privacy. 

I have security cameras and im easily able to see guests coming and going without entering a property to see whats going on in there. I have even sat outside of a property with my cell phone recording video of guests. Entering a property is a serious violation of a guests right to privacy.

[Sean433]

@Kirk57 

Sounds like a horrible experience. Couple questions which can help you avoid this in the future

1) Were these girls local- if so, based on what you have said, looks like prostitution.

2) Did you try running the guests number on google to see what comes out of it?

This once happened to me and due to the evidence I had which was the fact the number lead to multiple online advertisements of her services, it was enough to have her removed. We did finally confirm that she indeed used the place to run her business 😞

[Ann3]

It sure sounds like a third-party booking to me (i.e. a person named Lisa booked and the person who showed up was Anna), and I'm guessing they were pros. They should never have been allowed to check in. 

I've never entered the property during the guest's reservation without getting the guest's permission through the platform or waiting until they are on the property. Sometimes it's a little tedious to get them to agree in writing, but it protects both of you. "Needing more towels" is such an obvious euphemism. Sure, they might have needed more towels but the reality is you were there to check on the place, and your fears were more than realized. Documenting what you saw is no substitute for getting Airbnb to contact the guest who made the reservation and intervene on your behalf, as you found out.

You really do get a sixth sense after a while when something isn't right with a prospective (or current) guest and automatically start building a case with Airbnb via the platform/phone calls so you have backup when things go south. 

I'm sorry that happened to you.