Background
We decide to put aside our frustration and disappointment for one second and document this in a factual manner.
On 13rd Apr 2018 night, our house in Melbourne was trashed very severely by the guests. Highlights as below:
- Several holes in the walls
- Broken air-condition
- Unusable carpets in all bedrooms with trace of blood, urine, vomit and food waste all over it
- 55” brand new UHD TV was stolen, along with many decoration items
- Broken doors
- Broken roller-blinds
- Bed linens and chairs were thrown out of balcony and found broken outside backdoor garage
Victorian Police came and Incident got filed on 14th Apr 2018 morning.
Photos
Broken air conditionerUnusable carpetUnusable carpet and dirty linenBroken chairsBroken tableHoles in the wallBroken toiletDamaged garage railBroken and completely detached door
Action
14th Apr 2018 – Called Airbnb customer support and raised in resolution centre
16th Apr 2018 – Called Airbnb customer support and ticket got escalated
17th Apr 2018 – Called Airbnb customer support and was told note was left in the ticket
18th Apr 2018 – Called Airbnb customer support and was told more note was left in the ticket
19th Apr 2018 – Called Airbnb customer support and was told more note was left in the ticket
20th Apr 2018 - Called Airbnb customer support and was told more note was left in the ticket
23rd Apr 2018 – Called Airbnb customer support and was told more note was left in the ticket
24th Apr 2018 – Called Airbnb customer support and was told more note was left in the ticket
26th Apr 2018 – Called Airbnb customer support and was told more note was left in the ticket
1st May 2018 – Raised this incident in airbnb community
Result
Not received any communication from “Trust and safety” department as of today 1st May 2018
Impact
The cost for repair the property is estimated over $10,000.
For our own sake, we start paying builders out of pocket so that this property can be rented again as soon as possible.
As Airbnb host, when can we get this expense covered ?
Additionally, we have more than a dozen of bookings across the next few months.
Bookings will inevitably get impacted and some of them were already cancelled.