My House Got Robbe

[Hadrian1]

Hi, my house was robbed by an Airbnb guest. The representative that currently handling my resolution was ignorant and cold. Paris has never even bothered to call me, express sympathy, etc. I have tried to reach Paris. I asked Paris a question which Paris never responded. Can I have someone else to help me, please? I need Airbnb to share this guest information to the police department. It is very sad how Paris behave. Paris' action clearly shows that Paris does not care about the host. Can someone else from Airbnb contact me? Paris decided to on his email he simply will not respond to my inquiry anymore.

[Clara116]

@Hadrian1 Hello and so sorry you were robbed by your guest. This is hosts helping or supporting other hosts we are NOT management or employees of Airbnb. 

Make sure you call the Police and get a report. And any evidence you have is good.

Call Airbnb again and get a supervisor and start over after you have gotten the police report.

Make sure you do NOT say anything on the review about a claim, or police or being robbed because Airbnb will take that review down  and it will be of no good to you.

I wish I could help you more............in future when danger, fear robbery ALWAYS CALL POLICE FIRST......then call Airbnb.

good luck and all the best, Clara

[Hadrian1]

Thank you Clara, for talking to me. Actually your response is much more humane than the response I got from Airbnb. Which I felt made it worst, how arrogance and unsympathetic the rep was to my situation. I have the case number, and I have reported it to Airbnb. But the agent, Paris, that was helping me simply said I am not covered because some items that was stolen also included cash.

Excluding the host guarantee, that Paris arrogantly denied. I also ask Paris to share the guest information to the Police to assist with the investigation. But he never did and never responded to me.

How can I reach the supervisor? They always told me I have a case manager and that case manager will get back to me. So I always get the same guy, Paris, who truly lack basic human skills interaction. Everything was like an automated robot response. 

Truly sad that this is how Airbnb treat their superhost. 

[Clara116]

@Hadrian1 make sure when you call ask to please speak with a supervisor - Also, did you get a police report....I'm pretty sure Airbnb does not want to hear the words police or such as that's always not good. Yes, I think cash and such is not covered. But, if you have people in your home - anything is game for being stolen, taken or just removed. 

I personally couldn't have people in my home - I suggest having NOTHING of value and also, I hear that some hosts put signs keep out, private or lock rooms and put valuables in there well, THAT's a big sign to break in and go for it. I just heard of a place where the guests was caught on video stealing from a locked bedroom. The hosts had a camera inside their bedroom. Good for them! Caught!

anyway, I am so sorry you are being treated unkindly......what often happens is Hosts get all excited and upset and they get angry or not really nice to the CS Paris in this case - and guess what - they have the power and also, they didn't do the bad deed and so they wanna get rid of the hosts quickly and  they are NOT helpful. Im not saying you were rude, or upset and yelling or anything but alot of hosts will do that and they get very poor results. I read about it almost every day....

I have only had to call them a few times and I remembered to be really nice and ask sweetly for THEIR HELP and they were helpful for sure.

I hope they didn't get alot of monies or really valuable possesions. If they stole from you - I would ;;make sure they can not get entrance again - if they had a key - change your locks or keypad code - just protect yourself from these awful people or person.

keep me posted. and when you write again make sure to use @ and a drop down will pop up and click my name and I get a message. OK.

peace and it will not always be like it is today.  Clara

[Hadrian1]

@Clara116 Thank you for the advice.

I was extremely nice, absolutely. Until you keep getting a robotic and insincere message. I have had many good Airbnb rep as well, but when it comes to their trust and safety team, you can not even call them. You have to wait for them to call you.

In this case, Paris never called me. How come Airbnb does not even have a line for us to file a complaint or grievance and give absolute power to these people? It is absolutely very one-sided. Sometimes their answer can also be different between one person to another. Almost like the rules can be applied differently.

In my case now, Paris response was, "We are sorry the result is not what you expected, but the decision is final and we will not communicate further because it will not change the outcome." I think simply saying "we will not communicate further because it will not change the outcome" showed how arrogant they are.

I have a few normal questions that Paris chose to simply ignore. For an example, can you please share the information with the police department so that we can catch the thief? The answer: we can not comment.

I have changed all the locks and codes. The item that was stolen was not much, just few cash as the thief entered my room and the bike at the backyard. But the principal of how Airbnb poorly treat me has changed my perception of this company forever. 

I truly learned my lesson. I will stop doing Airbnb.  I was doing everything by the book to make sure when things like this happen, I will get covered. Someone advise me to contact the media outlet, I think I will do that. There is nothing to lose on my end at this point.

I was a strong advocate of Airbnb and participate in many of the community hearing to support Airbnb. The feeling of betrayal from Paris, or any reps of Airbnb, is overwhelming. Not a single person call to express concern. Certainly, I will testify against Airbnb from this experience.

Thank you @clara. If you know how I can reach a high-level supervisor to fix the situation please let me know.

[Clara116]

@Hadrian1 Do you call the Super host line????  1888 326 5753 is the phone number I call and they always are very kind and immediately a recording says "Hello Super HOst we will be right with you." 

So if you haven't called this number try it.

I am sorry you are jumping ship - Airbnb will NEVER give out information to the police or anyone - remember its all about Privacy. So asking them to do that is pointless.

It was your job, sorry , to call and give police the info you had - surely you had name, phone number and where they were from??

When I get a booking I immediately print out the reservation with all the info and I keep all these JUST incase I need them for any reason. Also, I add info, notes and codes and such.

just an idea.

I hope you remain on Airbnb - cause one person should NOT have the power to totally destroy it all. I am sorry if they have.

peace, Clara

I will private message you the phone number incase it is not shown on here!!!!

[Hadrian1]

@Clara0 Thank you very much for helping me. I will try to call the number. I think if it is a crime, Airbnb should assist the authority.

Yes, we gave the name, phone number, and where they from. But we don't have their address. Their name on Airbnb is not even actual name. They put Mark "Macintosh". It's a fake name.

[Hadrian1]

@Clara0 the phone number is the same. The decision of the case manager is final. It is a shame, truly a shame and disappointment that the case manager will make a unilateral decision without even talking to me. It is a shame that Airbnb hire this kind of people to be the case manager.  Thank you for your help @Clara0. Have a great day.