No pet policy; Airbnb didn't accept my pics of damage done

[Sonia1912]

I have a no pet, no smoking policy in my unit. However we had an AWFUL guest who left the place in a huge mess, cigarette butts everywhere, pet food in a soup bowl on the floor, a pet 'pee mat' on the floor that smelled awful... was able to get some compensation to get the smoke smell removed, but even with the photos of the bowl and the pee mat and the stain on the wood floor where the pee had leaked onto the floor, my management company told me they refused to cover the pet damage because there wasn't 'enough evidence.' 

WHAT??  What kind of evidence does Airbnb need that the guest violated the no pet policy?  I don't have any pics of the guests with a pet. The unit is in a condo building where the guests pick up a key from concierge, so I didn't see them walk in with a pet.

I am confused and feel let down by Airbnb not protecting their hosts from nasty guests. Without hosts, they have no business, so they need to protect us too.

Anyone have any feedback or ideas?

[Rebecca]

Hello @Sonia1912 👋

Sorry to read that your listing had damage done by a guest. I wondered if you'd heard back from Airbnb Support about this? 

I'd also like to tag in a few experienced hosts that may be able to offer support and advice here: @Patricia2526, @Helen3 and @Collin18 what do you think? 

[Helen3]

sorry you had such awful guests what systems does your management company suggest company have in place to vet guests to ensure they are a good fit? ( you say you have a management company but I can't see them or any reviews on your listing) 

What did your management company suggest they are the ones you are paying to provide you with professional advice . @Sonia1912 

I would suggest outside CCTV would provide clear evidence.

dont rely on the Airbnb Guarantee - its not a replacement for having home insurance for STRs . 

[Marie8425]

@Helen3 

I agree with you , I was confused.  I don't see a property management and I see a lake house not a condo unit?  

[Sonia1912]

Hi. Because the management company has the condo in their name not mine I can’t access it through my account. 
so I’m using the Airbnb account for a cottage we own.  @Marie8425 

[Helen3]

A management company should never put your property in their name. Unfortunately some unscrupulous ones do so @Sonia1912 

You have no access to finances , guest conversations and importantly if you decide you're not happy with their services and no longer want to use them you will lose all your reviews and ratings .

[Sonia1912]

Unfortunately it’s a condo so we can’t have cctv. 

[Frances3408]

@Sonia1912 . Can you have a wireless doorbell camera like Ring? 

[Sonia1912]

No, hallways are common elements of the building, so it would be an invasion of privacy to have a Ring camera. We're also not permitted to alter the door or entrance to each condo/apartment to maintain a consistent look. But thanks for the suggestion