Party, extra guests, damage and no response from Airbnb micromanagement?

[P34]

We had a guest having parties, several extra guests back on 3 separate occasions. Damaged cause. Have put in resolution, the guest has declined and i have now involved Airbnb, 10 days ago.

Fed up with all the Airbnb micromanaging and no response, while other channels would allow hosts to deal with situations like this by themselves. If the want to micro manage the do it, but don’t ignore me. 

[Lisa768]

I am currently having the same issue.  Damage to my home and I've call repeatedly and I'm still waiting! 

[P34]

Sorry to hear that. I put in extra guest fees and cost of repair, but no response. 

[Anonymous]

@P34  Unfortunately Airbnb's customer support has fallen off a cliff since they laid off 25% of their staff.

What I don't understand, though, is how this guest was able to break your rules on not one, not two, but three separate occasions. What measures do you have in place to protect your own property and prevent incidents like this from occurring? 

[P34]

We have cctv in the building, which is cleared stated in the listing and the cameras are clear to be seen, obviously there not inside the apartment, but do cover the entrance door. The booking for was a month during the lockdown, on the first occasion airbnb told him he couldn't do these parties, yet it continued and progressively got worse.  No airbnb are not responding to the extra guest fees and damage claim. If they want to micromanage my property like this then they need to step up and deal with it in a professional manner, no sympathy regards laying people off, they made hay while the sun shone previously, don't you think.  With other channels this would be so much easier to resolve. 

[Anonymous]

@P34  Airbnb tries to micromanage hosts (the carrot-and-stick technique) but it emphatically does not micromanage properties. That is, in fact, your job. I can't fathom why you didn't remove these people from the property the minute you knew they were holding a party during the lockdown. You're the boss, you're supposed to be in charge here.

[Russell49]

You are correct in this instant and I would have booted their a$$e$ out after the 1st offense.

[Vanessa1275]

@P34 @Lisa768 Sorry to hear you guys are experiencing these issues with Airbnb as well. Hope you have better luck than I did when I involved them in the Resolution Center.

I recently had a guest book for 1 person for the length of 1 week. He asked if he can have an additional guest for a few nights, which I agreed to making him aware there is an extra cost/night. I sent the request through the resolution center, and the guest played dumb saying they didn't see any request.

After waiting for the 72 hrs required I escalated the issue to Airbnb. I waited 18 days for a case manager to be assigned to my case. I missed the email by mistake, and when I finally saw it the case manager Jose was threatening to  to close by case in 48 hrs if I did not respond. I sent them the Ring Video Recordings I have, showing the extra guest coming in on 2 nights. He then emails to say that " extra guest fee was not stipulated in your listing". I asked him to send me a record of where he is seeing this, because  have it listed on my listing and if a guest books for 2 people they can see the increase in price per night. I asked him to call me immediately to get this resolved. He refused to provide me any evidence, hung up the phone on me and closed the case with no FAIR Resolution. 

What kind of support is this for hosts? If the guest booked for 1 guest, and you are sharing video recordings of 2 people coming into your home, why would you not agree to have the guest pay?

[Anonymous]

@Vanessa1275  I would suggest adding a House Rule with language such as "Only paid, registered guests are permitted on the property. No additional visitors are allowed."

Without this rule in place, the presence of an additional visitor on your Ring doorbell is not going to be sufficient evidence that you had a Trojan Horse Guest.  May not seem fair, but it's important to close up the loopholes that are most frequently exploited.

[Vanessa1275]

@Anonymous  Definitely learned my lesson. Will not leave it to be solved by the resolution center again. Seeing as this happens so often Airbnb should add an automatic review on Guest profiles when they refuse to pay requests on the resolution center. We as hosts get automatic reviews for cancelling, the same should apply for guests who try to cheat the system. We also cannot write a review for these guests since we are then open to them writing bad reviews as a vendetta.

Point is since this is an ongoing issue Airbnb should get creative in finding a permanent solution. Instead of wasting countless hours reviewing cases that tie back to this loophole. 

[Anonymous]

@Vanessa1275  I hope you do realize,  guests can write a review of you regardless of whether you submit one for them. It just won't be published until 14 days after checkout.

As @Fred13  put very well below, there's no point in waiting for Airbnb to come up with better solutions.  They clearly have no intention of improving their customer-care operation now - most likely, they're trying to figure out how to automate more of it. Hosts have to be firmly in control of their properties and able to resolve as many issues as possible without intervention from their listing service. The moment you need them for anything that doesn't involve their tech interface, you're already screwed.

[Fred13]

Aye @Anonymous hate to be a bit blunt, but no sense running against a 'brick wall' over & over. Hosts also need to get a bit more 'creative' sometimes, best to do what is wisest (but honest), but skip the heart attack. Waiting 18 for an answer, I mean really. Who needs that frustration  brother.

[P34]

Easy to be blunt, when do fully aquatinted with the fact. Lockdown party, hookers and other unknown people back in my property, damage caused. Airbnb hold the keys to the damage deposit and extra guest fees and have not responded. Have a read of this.. https://www.theguardian.com/technology/2020/aug/20/airbnb-to-ban-house-parties-and-limit-guest-numbe...

[Russell49]

I have written on my rules that only booked guests are legally allowed on our premises and all others are trespassing. This gets the message across (provided the numbskulls even look at the house rules).

[Christine615]

You need to report this to the media. There are a lot of concerning things going on. Or call them out on social media. That seems to get their attention.