I have been a host for 4 years now and in the early days AirBnB was responsive and would follow up on an issue. I recently had a guest that had a major party in my house. Police were called-people jumping the fence and running away.-15 cars parked on the street. The renter agreed to 3 paople and no more than 2 cars as the house is in a quiet neighborhood.
I called AirBnB at 2am to complain, the first thing that they asked is "do you fear for your safety". I dont live near my rental so I said no but I said that my neighbors fear for their safety. She said this will have to be escalated to the Safety Dept and they will contact you shortly. Well, 2hrs later no call. 9 hrs later I called again to try to get the guest out. After being on hold for 13 minutes new representative said that the Safety Dept has the complaint and will call me shortly. I tried to explaining the story again but she wouldnt listen.
Now 12 hrs later still no call so I called again and 16 minutes on hold, a new rep said the same story as the last one but said that she would tell them this was "urgent". As you can imagine I just want the guests out now. NO call back. I called AirBnB once again and they said that a rep from the Safety Dept tried emailing me which is bull**bleep**. I told her I need a call back now! She said "oh, well they dont have phones in the Safety Dept." Well that made me mad and I told her I need a call right away as this IS a safety issue.
A few hrs later, which is now 5pm the Safety Dept called and asked what I wanted to do. Its a bit late to discuss last nights party but I said if the guest can act like an adult and not have a party or trash my house they can stay as they were checking out the next day at 11am. She said that she would contact the guest to discuss this and get back to me.....no call back to me!
Now its the next day, my cleaning crew goes to the house at 11:05 (checkout is 11am) and 5 people are still sleeping and the house is trashed! I told her to stay out of the house until I contact AirBnB. So as expected no answered after 18 minutes on hold so I hung up and tried again in a few minutes. After 12 minutes on hold someone answered and I told them the situation. She said "well you have an open claim and the Safety Dept is handling it" I tried telling her it was a different issue and I wanted the guests out right away but she said there was nothing her dept could do and to expect a call back from the Safety Dept. NO CALL BACK !
My cleaning lady went in anyway around 11:30 because new guests were coming in at 3 and she had to get this cleaned. She was not greeted well by some guests. One man was nice but one man was verbally abusive towards her.
Most of the furniture was rearranged, all linen and towels were strewn about the house. Vomit in the bedroom on the floor. Urine on the bathroom walls. Showers running with no one in them. Trash everywhere and 1 trash can cut in pieces. Glitter all over the place and pot roaches and cigarette butts in just about every room in the house! WTF! (this is a non smoking house) I called AirBnb and after 17 minutes on hold I was again told that I would be contacted by the same F-ing "Safety Dept" AND no one called. Why do they call it a "Safety Dept" because they dont care about my safety! I am very Irate right now.
I feel like there is no support from AirBnB for hosts!
I have 2 months of reservations booked and then I think I will switch to another vacation rental company.
AirBnB follow-ups are ridicules or non existent. Hosts get no respect
