How do I file a claim about a dangerous guest whom we had to have removed with police help?

[Scott1215]

Hello Air BnB, 
I've been a SuperHost for years, and I've had close to 30 guests.  
My most recent one left yesterday, but not without police help.  
I'd like to report that a frightening, dangerous, property-disrespecting, violent and threatening individual chased us into our own bedroom, where we had no choice but to call the police.  
My girlfriend and I had to hide in our room while he thrashed about yelling at us and knocking hard on our bedroom door.  
This man also spat everywhere - on doors, walls, floors, and out in my patio, for a month, and even more in front of us when he decided he was agitated for no reason.  He drank ALL of my alcohol.  And worst of all, he talked, yelled, ran, paced, screamed, cried, laughed to himself, for 27 days, in and out of my house - making a spectacle for the neighbors, while I was away and prior to my arrival to witness him and see his exit.  
He was so threatening that I feared evicting him sooner.  I fear even writing this now, but I don't know how else Air BnB will be able to find out, since we called the phone lines and waited for two hours for someone to answer on Sunday, amidst ten police men escorting him and his things out of the house.    
Rightfully so, he threatened to tell a gang where we live and have them come and kill us.  
If you can please not permit him to rent other rooms on AirBnB again, and help us get our security deposit back for the damages of not only all of our specially stored wine, but for smoking in a house which is a smoke free place and spreading his spit and bodily fluids everywhere- both a hygienic concern and a risk of spreading Covid-19.  

[Helen3]

What a truly awful experience. In your situation I can't imagine letting the guest like stay for one day, let alone a month (whatever threats they made).  Spitting in a shared home was putting you and your partner at risk during Covid,  apart from the violent behaviour @Scott1215 

As an experienced Superhost, you will know the procedure for submitting a claim so I presume you have already opened a claim with Airbnb via their guarantee. However as you know it is difficult to prove smoke damage and can I ask why you didn't remove your alcohol from communal areas/secure the area where it was stored, rather than letting the guest continue to access it?

This a forum of hosts and guests not monitored by Airbnb, so hopefully you have already contacted Airbnb directly to warn them about this dangerous guests so they can ban him from the platform.

Good luck.

[丽萍0]

Hi @Scott1215 Unfortunately this is what we experience quite frequently. My daughter is a host since 2013. She probably hosted 1000 guests by 2019. She told me stories like she had to pick up a drunk passed out guest from Police, because she worried for the safety of this female guest. She had to clean up blood because a guest invited unbooked person and this person trashed the apartment and hurt one person (they know each other). It was horror all the time. Airbnb didn't do anything to help. When my daughter claimed damages to Airbnb, they closed her account.

[Huma0]

@丽萍0 

Was your daughter vetting guests before accepting bookings or just taking anyone who booked? I ask because, while I imagine anyone could get these types of guests once, or occasionally, and that there aren't always obvious red flags, I don't understand how it can happen repeatedly if guests are being vetted beforehand. Or perhaps the type of listing/location/price is attracting this sort of guest?

I have hosted hundreds of people and have never witnessed anything close to violent behaviour. I have had guests who occasionally got a bit drunk and broke something minor by accident and one girl who seemed to think my wine was her wine, but certainly nothing like the scenarios described. I've had guests damage things by accident, but never intentionally.

While we all like to get bookings, no amount of money is worth this amount of stress.

[Huma0]

@Scott1215 

What happened after you spent two hours on the phone to Airbnb? Did you get anywhere. Yes, you can file a claim but I am a bit worried that it might not be taken as seriously as it should given you waited a month. I do understand though that you didn't feel at all safe making the claim while this man was in your home.

[Katie]

Hi @Scott1215 

I'm really sorry to hear about your experience here, it sounds like a very difficult situation. 

I have just spoken to Support so I will drop you a DM with an update on your case.