AIRBNB DISCLAIMS RESPONSIBILITY. What to do when a guest steals something?

[Khuê0]

I have a customer.

He booked 6 men from February 15, 2024 to February 16, 2024. Today it's past the check out time of 11AM, but I can't call guests to check out on time. The customer then texted and wanted to book an additional night, but then did not see the additional booking. After that, I was forced to drive to my villa and saw that my furniture had been stolen, specifically: I lost my sofa set and wall-mounted TV. At the same time, the house was in disarray. I also reported the loss of this item to the local police. Right now I can't call customers.

I then emailed Airbnb for support but they never responded.

What should I do in this situation?

[Joanne844]

OMG ... one of my guest booked and when his was supposed to check out, i change the code of the front door, and afyer he ask me for another night for another night and I granted to him but his stay two extra night and only pay for one, his left the room disgusting and charged a other extra $50. And his refuse to pay and airbnb paid for him and Iost one night with this guy. ** 

**[Sensitive information removed in line with the Community Center Guidelines]

[Khuê0]

I have lost trust in Airbnb Support.
They only always protect guests, but ignore homeowners like us.
You know, this guest booked my house during the period when we were on the Lunar New Year holiday. Because there were fewer people in the city, they stole the TV and sofa set.

Airbnb never responded to me, I also reported it to the local police, they are also handling it, but I have never seen customers anywhere as dangerous as guests at Airbnb and the irresponsibility from the platform.

[Mike-And-Jane0]

@Khuê0 Your experience is clearly bad but you cannot extrapolate this to all guests on Airbnb. Any booking platform, including your own website if you have one, could have supplied criminals. Before you blame Airbnb ask yourself what they could do to prevent this. The truth is there is little they can actually do so make sure you are properly insured.

[Khuê0]

Thank you for your answer.
I know that bad situations can happen anywhere.
But the problem I want to talk about is Airbnb's indifference to the Host.
You know that they advertise that they are more selective about their customers than other booking platforms, that they have Airbnb Cover for hosts, but in reality, only hosts bear this risk.