Hi all...
First time posting, but I have come to this forum frequently as I started hosting with Airbnb last winter. We have had fantastic guests and superhost status. At the end of July we Had a guest who during her time there I heard nothing from. So of course assumed all was well... as she left she sent in a review right away... I was assuming 5⭐️ Like every other guest. My housekeeper comes a few hours later and finds a mess. Broken furniture, stained quilt, mountain of garbage, etc.
I call Airbnb and message about what to do, and use the resolution center for replacement and repair of items. I also leave an accurate review so future hosts have an idea of this renter. At that point I can read her review, which has low stars across the board. Her public review is accurate but all the private comments are full of lies. Airbnb understandably leaves the review since it didn’t violate policy.
It had the feel of retaliatory given the damage.
Next, she pays for damages in the resolution center and in less than 24 hrs I get a resolution center request for refund of the cleaning fee. I call CS and am guided in blocking the guest and told it’s okay to decline especially since it seems retaliatory considering she just paid for damages. In my response to her I let her know that if there were issues during her stay she could have contacted me and I would have worked to make things right.
i think this is all over until last night. I got an email from Airbnb notifying me that my account had been made limited due to a report of security cameras. Which is accurate and fully disclosed on my listing. All exterior cameras show what can be seen from the street or neighbour's house. During the guests time there they tampered with them and redirected them. I would assume that Airbnb would go to my listing first to see the disclosure before freezing my acct.
I am fully booked to mid-October and so worried about losing those reservations... we just started to recover after the covid cancellations. Any advice??? Anyone dealt with similar before? I’m waiting for my phone call per the letter they sent.