Hello, this is more of a rant because of the length of the post but I was wondering if other hosts have had similar experiences ever since the policy that bans indoor cameras was implemented?
Past Context: When indoor cameras were allowed for shared listings(guests book rooms not the entire place) and in shared spaces(living room, hallways, kitchen), I followed the guidelines lines(camera locations listed on listing description and safety section, cameras that guests could obviously spot cause they were bulky) I had them installed since other people would be staying and I wanted my home to be safe. With the indoor cameras I was able to catch guests using amenities that are not stated in my listing and were able to message them about it not being in the listing amenities when booking so no large problems. But one day I had a guest (reservation said 2 or 3 guests) stay and after giving them the room key and leaving the property, multiple people(total 8 guests) exited their car and entered inside my home. Some were trying to open other guests doors(luckily locked) but I alerted Airbnb about this. Airbnb asked for evidence that multiple were in my home so I sent them photos from the indoor camera of them entering the hallways. The situation was resolved and the reservation was canceled(no fee charged to host) and I issued them a full refund because the room wasn’t very messy.
Current situation: Airbnb has implemented a new policy that bans ALL indoor cameras even if it is a shared listing, has shared spaces, and prohibited areas. They allow cameras outside that face away from the house.
Today a guest arrived and a total of 4 people arrived(reservation said 3 and the room can only fix a maximum of 3 people). I called Airbnb to cancel their reservation and they asked for evidence so I said , “can I take a photo of them and send it via Airbnb messages?” They said no because they need the guests permission and it invades their privacy. They asked if I have any CCTV footage of 4 people at my house, and I told them that I have outside cameras but it is dark(~9PM) so you won’t be able to see 4 people clearly. They asked if I had any messages confirming that the guest admits 4 people came. I said no cause they have responded. Airbnb told me that they will call and ask the guest if 4 people came. If the guest confirms then the reservation can be cancelled and the host will not be charged a cancellation fee, but if the guests denies and I wish to cancel then I will be charged a cancellation fee. I was able to receive a message from the guest confirming 4 guests came and I issued them a full refund.
I was upset that the guest had not truthfully stated the number of guests because it is dishonest. The guest thought they had booked the entire place so they asked for the house keys, but I had to tell that the listing states that they booked a room (listing name state room in parentheses) so I think that if they had booked a room then 4 guests or more would have been staying at my house. However I was more angry with Airbnb because they always ask for evidence but it is hard to provide proof of the guest violating the rules inside the house since the policy took place. Airbnb also won’t be able to do anything for me if a guest trashes the inside of my house(living room, kitchen) because I can’t even provide evidence of the guests committing the crime.
I have sent a feedback message that says this and suggested that Airbnb out a feature on their filters that allow guests to choose no indoor cameras for shared listings or have a pop up message show up on the guests screen before book that says the listing had indoor cameras in shared spaces and had the guest click a button that shows they acknowledge that they are informed.
This has made me worried for any worst case scenario(rare but possible) because I know that if an issue happens inside my home and I can’t provide messages(cause I sure can’t provide pictures) then Airbnb will not have my back.
By sharing me experience with the policy I wanted to know if hosts have also faced similar or are feeling frustrated. I worry especially for hosts that don’t have any security(outdoor cameras) for when guests break house rules inside the house and Airbnb asks for CCTV or evidence and you don’t have any. Thank you and I appreciate any suggestions or advice.
