Booked for 2, Over 30 Showed Up — My Worst Airbnb Nightmare as new host

[Suhaib8]

I recently completed a full remodel of my property to operate it as a full-time Airbnb. My first three guests were wonderful and left 5-star reviews. Unfortunately, everything changed with my fourth reservation.

The booking was made for two guests, but more than 30 people showed up. They brought loud music, engaged in smoking, and caused significant disturbances—clearly violating our strict no-party and no-smoking policies.

Despite issuing multiple warnings, the situation escalated and required police intervention. The group was removed from the property around 2 A.M., and a formal police report was filed documenting the number of people present and their behavior.

The damages are extensive:

• Multiple sections of the hardwood flooring were damaged. The boards now creak, feel unstable, and show burn marks from smoking.

• A brand-new dining table was burned.

• The brand-new couch appears structurally compromised, likely from excessive jumping and rough use.

• All mattresses and upholstered furniture, which were also new, now reek of marijuana smoke.

As a new host, I’m feeling overwhelmed. Repairs—especially replacing the hardwood flooring—will cost thousands of dollars.

I have the police report on file, which confirms the size of the gathering and the nature of the incident. What are my options here as a new host? How should I proceed with damage claims, and what steps can I take to prevent this in the future?

Any advice would be greatly appreciated.

[Lorina14]

@Suhaib8 

I’m so sorry about what happened. I hope you have exterior security cameras documenting everything and all correspondence was on the Airbnb platform/app.  In the future, once they exceeded the allotted guests (and all guests should have been listed on the reservation) I would have messaged the guest and notified them that they are breaking the house rules and if they do not respond in x minutes you will have to call the police to shut down the unauthorized party and cancel their reservation. Next I would have notified Airbnb of a party being thrown and your house rules being broken, having it documented immediately so Airbnb could cancel their reservation. 

You will need to file a claim in the resolution center within 14 days of the reservation AND make sure all documentation (damage claim form, pictures of damage, screenshots of correspondence (if necessary), quotes for repairs) are submitted to Airbnb within 30 days of the reservation (or they can deny the claim if all documentation is not completed). 

Hopefully you have a video walk through before and after the stay to show that this damage was a result of their stay (many hosts recommend this for protection against guests). Keep all notes including the case number and who you spoke to when in a spreadsheet or notebook as well as anything that was discussed (ie the team member will reach out in x days or it has been assigned to a case manager). 

Make sure you have all guests registered to the booking and in the future when they exceed the limit, contact the guests and let them know there is a no party rule per Airbnb and your house rules. If you do not abide, I will need to cancel your reservation and you will need to vacate the premises. 

Do you send them a copy of the house rules prior to their stay and confirm that they have read them? Some hosts actually have guests sign a document saying they read and agreed to all house rules. Make sure in your house rules you spell out what is and what is not allowed. 

I don’t know how you accept bookings but many people do not have instant booking on which allows them to ask more questions and vet potential guests better. It depends on your listing, your area, your preference. We have questions that are sent immediately upon booking asking basic questions, asking them to list all guests on the reservation per our insurance and Airbnb’s requirements, what brings them to our area, if they have any questions, etc. Only once did someone book and immediately cancel once the scheduled message went out thanking them for booking and asking our questions. 

I hope everything works out for you and you have guests who respect your space in the future. Please let us know how things progress.

[Bhumika]

Hi @Suhaib8 , I am so sorry to hear of this unfortunate experience with your recent guests. I can imagine how discouraging this ordeal must be, especially as a new host. 

As host Lorina suggested below, have you documented everything and reached out to Customer support for the same? 

I am also reaching out to some of our supportive hosts to see if they have further advice for your particular situation.  Hi  @Ahmed1048 @Ivan2229 @Joana450 @Jacquelynn8 @John5097 @Laurelle3 @Nur785 @Guy991 , could you kindly share your advice with host Suhaib related to a guest situation! Many thanks.

Regards,

[Suhaib8]

Hi Bhumika, 

Thank you for your response. I have sent everything to Airbnb support along with the police report that confirms the number of people ( I still cant believe they had over 30 people in one apartment), weed smoking, and partying. 

I am waiting to hear back from them 

[Bhumika]

Thanks for sharing @Suhaib8 ! Our host @Lorina14 also raised a lot of great points for avoiding similar situations in future. Do you have any questions that you'd like to further clarify with her?

I hope this situation resolves for you soon!