Hello all, I am retired and have been a superhost for 9 years. Sadly I have had to contact superhost support more times this summer than all the other years combined! Most recently I contacted them about my last guest who booked my place for 2 nights. At check-in, 4 kids drive up, a young man age 26 and 3 other kids, one approximately the his same age and 2 more that were maybe 12-13 years old. They ask if this was the airbnb and I said yes. The person who made the reservation was a grey headed guy much older. They had no idea where to park which is plainly stated in my listing and in the check in instructions. In fact, they seemed to know absolutely nothing about my place other than they were planning to sleep here! They said their grandad made this reservation for them and didn't tell them much except for the address. At this point I phoned the guest who made the reservation & ask who these people were. I insisted he tell or text me the phone number & name of this grandson he'd made the reservation for as well. He didn't answer my call but did text me the grandson's info. They were smoking and threw cigarette butts in the drive-way when they parked. I verbally went over a few of the house rules with them like NO SMOKING inside or if the door is open. I will say that they were very polite and well mannered when speaking with me but I immediately went inside and called superhost support. They informed me they would be canceling the reservation immediately as 3rd party bookings are not against their polices but I had to agree to it, I did. Shortly afterwards I get a text from the granddad saying he WAS COMING but it would be later on that evening. Superhost support calls me back with that same information plus now they're NOT canceling this reservation anymore. Okay whatever. Long story short, some adult came and took the car these kids drove up in and left them at my place 2 nights & days with no food or money. They knocked on my door twice asking for food. I gave them drinks, packs of peanut butter & crackers, granola bars, and fruit. We use the freezer part of the refrigerator in the space I airbnb for extra storage when ours is full. These kid thawed and ate it all up. (In my house rules I say guests can use the top 3 shelves of the freezer and ask them to leave our things alone on the bottom 2 shelves). They checked our 4 hours late. I almost called support back at that point but what's the use? When I went to inspect, you can only imagine what a mess we have! Every pot, pan, plate, cup, & glass was piled in the sink, on the stove, on the kitchen table & on the coffee table in the living room dirty. Obviously the person who made the reservation lied and never came. In addition to 2-3 days of cleaning they broke the 5 foot slide on playground gym outside and they destroyed all the games I had inside for guests. The carpet will have to be professionally cleaned. They broke 2 lamps, honestly I just stopped cleaning and looking after picking up 3 bags of garbage and taking care of the dishes. Is Airbnb gonna reimbursement me for the damages since the person who made the reservation didn't stay or am I stuck here? Also do I need to wait until the 14th day before leaving a detailed review & asking for reimbursement to avoid a retaliatory review. Sorry this was so long & thanks!
