Hi amazing people, I was wondering if you could advise me.
I had a guest 13 days ago who broke several house rules by consuming illegal substances at the apartment, heavily smoking (non-smoking apartment), late checkout and a missing item.
I have messaged the guests letting them know that they have been smoking in the apartment. The refused and said no one was smoking and the apartment was left in pristine condition. As we take before and after photos for each reservation to protect ourselves as well as guests, I sent photos to the guest. The guest called me on Whatsapp and started shouting at me and threatening my life if I charge them for the damages caused.
I have reported the issue to police immediately. I have also reported the guest to Airbnb, and made a claim through resolution centre. I haven't heard anything from Airbnb. I have messaged them several times and absolutely zero response. It has been 13 days already, and nothing has been done. On top of that, the guest has left a review which is obviously unfairly negative and Airbnb doesn't seem to care about any of that.
Can someone advise, what course of action should I take in order to resolve this issue promptly?
Many thanks for your support!
Kind regards,
Anvar