Hi all, I am curious as to everyone's opinion on this non-discrimination policy and advice if you have any. I have been in the accommodation industry for 15 years. At the moment, I am with Rylance Holiday Homes managing their portfolio of beautiful homes. One of these beautiful homes (our largest) has been completely trashed, over the last weekend, words do not describe the carnage that was left behind by a verified air bnb guest. It has been estimated that it will take at least 2 months to make it habitable again.
Holes in walls, carpet ruined, banisters ripped off, pipes from water features broken to make bongs, a $40,000 pergola ruined, furniture broken, filth, food, vomit, blood, you name it, it's there. I don't think even a dish was left untouched. It was malicious, purposeful damage. Tv's stolen, x box stolen, art works stolen, any piece of equipment that they could take, taken. Statues smashed, every bit of linen ruined, water left running in laundry to flood floors etc etc. I have never seen anything quite so bad.
Which brings me to my point, having been in the industry for so long and having managed everything from motels to island resorts, EVERY time I have had guests from this particular group/race of people, it has resulted in something like this or theft, every single time without exception! Not my fault, it's just how it is, this has been my experience. My last experience was at a motel where the petty cash tin was stolen and the bed and carpet ruined, maliciously, on purpose. As you would be well aware the policy is to not see the guest photo until booked.
This guest booked, I saw the photo and immediately because of past experiences red flags went up, discussed with the owner, since he was verified we decided (against my better judgement) to allow the booking. I wanted to cancel it. We made special changes to the confirmation we send with strict rules, we had a staff member meet him at the property before giving out codes for access and check id, we made sure he read and understood the policies before entering, in other words we went out of our way to protect ourselves.
He was very polite, articulate and well spoken, he understood. All good we thought. Glad we gave him a chance we thought. The first email we got from a neighbour was Friday night saying there was a party. I immediately contacted him, he apologised, said there was no party but music so he will turn it down. We went over anyway just to make sure, all appeared well, house was clean, no noise, there were more people than booked but we were willing to overlook that. Once again we think it's all good, surely they would behave now that he knows we will come and check and that the neighbours might complain. Not so, received a text early Monday morning from another neighbour saying that a party has been going on all weekend.
Why they didn't alert us earlier is beyond us! Although speaking to some people we believe that they were intimidated and actually scared that if they complained these ferals would come back and hurt them or their property. We turn up 8 am Tuesday morning, they are gone, along with all our electronics, just some random girls hanging around saying they don't know anything, it was just an invite from instagram to a party and they were from the Gold Coast. House unrecognisable and completely ruined. I am so angry about this, mainly because I know, I know people, when you have been in the business for so long you see patterns, I knew this would happen! I went against my better judgement.
But here's the problem, my better judgement would be classed as racism, and non inclusive and I would be the bad guy. Correct me if I am wrong! I will not be taking bookings from these people who fit this profile and pattern ever again! If they slip through the system and book, I will cancel. Call me what you like. So for all you sharing caring inclusive people out there, what would you do? I would actually love to know. I would have to erase my memory, don't think that is possible. So whilst the sharing, caring, trusting policy is rosy and sweet, it isn't realistic!
These guests do not care about us, in fact, my experience shows that these incidences are malicious and done on purpose, shouldn't the caring and trust be from both sides? Doesn't seem so. Alerted Airbnb Tuesday morning, rang them back again yesterday, still waiting to hear back from the person they escalated it to. But the funniest thing of all, well it's not funny, it's disgraceful, is that I can't even review him, they have blocked it, it says you do not have access to this.
How nice, can't even warn others, I sincerely hope he isn't doing this to someone else home right now. So angry!