PLEASE READ THE ENTIRE POST AND HELP!!!! THIS MAY HAPPEN TO YOU!!!
I need everyone to please share this and help in any way possible. I have never experienced anything like this or have been treated like this before in my life.
We had a local guest who made a reservation on our home for a same day rental. Our house rules clearly state no local bookings, no parties, no extra guests, no events, no smoking. It’s also clearly stated that we reserve the right to cancel the reservation if those rules are broken.
Upon the reservation, I immediately let the guest know that we do not allow parties, events or extra guests. I informed her that I am only stating this because she was local. She also called for the house code which she had but over the phone I again reminded her that no parties, events or extra guests allowed. Because we are in a residential area and I always to respect my neighbors and community.
She informed that she was not having a party or anything. They just wanted a place to sleep.
Long story short, within 1 hour of her checking in, there were over 30 people in my house and they were playing loud music and people kept coming and they were smoking around my front door. This was definitely a planed party and she had broken every house rule. We have an outdoor ring camera and sound sensor inside the home. Both of which are clearly disclosed in my listing. This is all happening around 11:00 pm. I immediately started messaging the guest that the party needs to stop asap and the extra guests need to leave and the reservation will be cancelled. She off course denied that they were having a party.
I was on hold for 2 hours from 11:00 pm to almost 1:00am with Airbnb to get any help so they can get involved to ask the guests to leave and break up the party. I was terrified for my home as images of mass parties in homes in Airbnbs from news and tv started coming in head. We have those strict rules to prevent a situation like this.
I finally called the police and they wanted to come to ask the guests leave. I told them to hold one for a few minutes as I wanted Airbnb to cancel their reservation before I kick them so they were are no issues. I also messaged the guests and told them that I am calling the police to break up the party to protect my house which is my life savings and my neighbors and for the safety of everyone.
As soon as they saw this message, about 30 people ran out of my house. The guest then had the audacity to ask if she could stay for the night. We said obviously asked her to leave asap. I did not end up filling a police report and cancelled the police call since they all ran out.
Airbnb finally picked up and I explained the situation. I had to explain a million times since there was a big language barrier with the rep. They told me that someone from the trust and safety department would reach out. I wanted the guests account reviewed and suspended for doing this.
I was away from my family and was outside until almost 3:00am to check the house after they left to ensure there was no issues and they did not destroy my house.
Airbnb trust and safety reached via email the next day, I explained the situation and gave them a clip of the OUTDOOR video of 30 people running out of my house.
The next day when I logged into Airbnb to check my reservations, I noticed that my account was showing as suspended. I immediately got real nervous and started stressing as to why. I started calling Airbnb asap and kept getting bounced around with reps that could not understand me due to their command of the English language.
Just to back up a little, I am a proud super host with over 140 reviews and score of 4.9. I have perfect ratings on both of my properties with zero cancellations, almost 99% five star reviews and with glowing comments and reviews. I bend over backwards for every guest because I want everyone to have the best experience in the world. This is my life savings and I used to pursue my passion of hospitality and to provide for my family. This Is not just about money but my passion. We love hosting guests which is why we have put all of our savings in this venture.
So back to the issue, the trust and safety rep finally called me at 11:00 pm since they work at nights. What he told me next is the most shocking, ridiculous, disappointing and upsetting that I have ever heard.
He stated that my account is suspended because of my camera and it was not fully disclosed. So basically the video that I sent to show 30 people running out of my house was used to punish me and not the guest. Again, this is an OUTDOOR camera overlooking outside of the house.
In my listing, it is clearly stated that I have a ring outdoor camera that is outside of the home. I have zero camera’s inside. This is clearly disclosed.
He said that’s not correct and I did not disclose it properly. He said that I did not disclose where it is even though it’s a ring camera right in front of the door in plain site. He also said that I did not write in my listing that the camera can record video.
How stupid does that sound? Why would someone put a camera that does not record video? So if say I have a fridge in my house then do I need to state that it’s turned on and you can store drinks and food in it?
Also under my house rules it is clearly listed that outdoor camera is used to verify guest count. Again this clearly shows that there is a camera and it on to verify guest count.
I also have another house rule that states that please do not unplug and or move the outdoor camera.
Again another spot where my camera is clearly listed. 99% of all Airbnb have outdoor cameras and they are listed like the way mine They are treating me like I had hidden camera’s inside the home.
Basically I am being punished as a super host with perfect reviews for turning in a guest who brought 30 people to my house who were smoking, partying and god knows what they would have done had I not asked them to leave. Airbnb is on a big anti-partying campaign due to issues with local municipalities, covid etc. So I did exactly what the company wants. I protected the company’s image, my home, my neighbors and my family and this is what I get?
It has been 3 days and my account is still suspended. I am unable to receive guests and my current guests are not getting the proper notifications from Airbnb.
How can a company treat their host like this? What is my crime here? It’s almost like being arrested as the homeowner for calling the cops to report a thief in your home.
My listings are so important to me. I have put my life savings on this and spent months on getting the right permits and setting up my place. I am still waiting for them to activate my account. They keep telling me that their investigation is not completed. What investigation? The guest brought 30 people and there is clear proof of that.
Without hosts, there is no Airbnb. We provide them the company to make money.
Please spread the word. I need to talk to someone in their U.S office, I want this escalate to their senior leadership. No one should be treated like this. I don’t want this to happen to anyone. No one deserves to be treated like this.