I have just had a real nightmare with a guest, am currently waiting to see what Airbnb do about him. Guest arrived, very smelly (body odour and cigarette smoke). I gave him the benefit of the doubt as I thought he may just have returned from trekking or back-packing. During the 5 days of his stay he never used the shower. When he checked out the room was a disaster, hundreds of cigarette butts (room is No Smoking), dirty underwear stuffed behind sofa cushions, empty drinks bottles under the bed, and an awful smell of unwashed human being and smoke. Took me 8 loads of laundry and 48 hours to fully clean the rooms and get rid of the smell. I opened a request on Resolution Centre for additional cleaning fees as well as giving him a 1 star review. I raise a complaint with Airbnb CS via message, get a reply saying they value my input and will look into it. I then hear nothing further via the message system.
The following day a very agressive man turned up at my house, demanding to see the former guest, saying former guest owed him money and had given him my address for collection. I told him former guest had left, he wanted to come into my house to look for guest. I barred his way and eventually he left, but I was quite shaken by this. I reported to Airbnb, still no response.
I looked up former guest on Facebook, (which I probably should have done earlier). He had posted my address as his address! I took a screenshot and sent to Airbnb. No reply from Airbnb CS.
I noticed that former guest had now posted another address on his FB page, which I am pretty sure is also on Airbnb. I sent this info to airbnb CS saying that maybe they should contact that host to warn them that the aggressive man may come to their house looking for former guest. No reply from CS.
I phoned airbnb CS. After explaining what was going on (although it should have been clear from my messages to Airbnb support), Airbnb CS rep tells me that she will be escalating this, and I will be getting a call from senior CS.
24 hours pass, no call from Airbnb CS. I call again, when I start to explain case again, I get cut off. I call again, once again I am told that this case needs to be escalated to senior CS, I should hang up and I will be called back. Several hours later I get the call from Airbnb CS. The guy was very courteous, explained that they were investigating and would be taking action, but that they would not be able to tell me what they were doing for reasons of guest privacy (!). I said I was having my locks changed as I worried the former guest may have made a copy of the key, and revisit my house looking for something he can sell to repay the aggressive man. I was told Airbnb will pay for this. I reiterated that I felt they should also contact the other host as I did not want someone else to get frightened by an aggressive stranger coming to their house. I was assured this was being done.
So it seems CS are working on this, but their communication with me was less than stellar. I was not told that anyone was reading my frantic messages, or that they were following up. It was only after I persisted in phoning them that I was told it was being dealt with.
As of today the former guest still has a profile on airbnb, so I will keep checking and if he is still on Airbnb in a few days time I will call CS again to ask why.