Seeking Advice: Harassment and Guest Rule Violations

[Sachin82]

Hi Airbnb Community,

I’m reaching out to share a concerning experience I had with a recent guest and to ask for your advice on how to handle this situation.

This guest violated my house rules within six hours of check-in by inviting five different men to my property, despite my clear rule prohibiting unregistered guests or visitors without prior permission. To make matters worse, one of the men, dressed in coveralls, knocked on my front door, scaring my children. When I contacted Airbnb support, they assured me they would cancel her reservation immediately. Afterward, they requested the security code so the guest could retrieve her belongings.

However, the following day, the guest began sending me abusive and racially charged messages, demanding a full refund and threatening to write a negative review and take me to small claims court if I didn’t comply. She has already left a review, and I am waiting to add mine and provide an explanation addressing whatever she has written. Airbnb has mentioned that they would review and potentially remove her review if it’s retaliatory, but I am doubtful they will provide meaningful support.

To complicate matters, the guest is now claiming she injured her toe due to slippery ice on my pathway, despite there being no evidence of her falling on my security cameras. I always ensure the path is salted to prevent such issues. She repeatedly walked back and forth to receive and send off her visitors during her stay.

Additionally, she continues to harass me via texts from different numbers, sharing her email for e-transfers and demanding money while threatening a negative review and legal action.

At this point, I’m considering offering a one-night refund just to avoid further harassment, but I’d like to ask the community:

• How would you handle a situation like this?
• Should I proceed with the refund or stand firm, given her blatant violation of my house rules?
• Have you had success with Airbnb removing retaliatory reviews in similar cases?

Your advice would mean a lot, as this situation has been incredibly stressful. Thank you for taking the time to read my post!

Warm regards,

Anupama

[Helen3]

Please do not offer to refund this awful guest anything . Leave an honest review . Airbnb should ban her from the platform particularly when they see the racist comments. @Sachin82 

1. block the guest on Airbnb

2. do not respond to contact via your phone . Screenshot messages and share with Airbnb

3. the guest has threatened in writing to leave a negative review if you don't give her a refund so this should be enough to have airbnb remove her review.  You may need to push them to do so. 

4. personally I wouldn't respond to comment re her toe.

[Sachin82]

Thank you so much for your response. 

[Kia272]

@Sachin82 She's already written her terrible review, so PLEASE don't offer any kind of refund. She's simply trying to intimidate you into giving her money. 

Don't respond to the texts, other than to say it's great evidence for you suing her in return (meaningless, but do it.) Don't even worry about the alleged toe injury. If she didn't report it at the time, it didn't happen. She'll have a hard time proving anything. 

When people threaten to sue, it is usually meaningless. It costs money to go to court, likely more than they stand to gain. 

Report everything to AirBnB. Block her from contacting you on the platform. Leave an unemotional, factual review. Be careful not to violate any review policies. 

So sorry you had to endure this horrible guest!!

[Sachin82]

Thank you so much for your response. This is very helpful.

[Greg2406]

@Sachin82 

Violations of HRs in any way, especially with what happened in your situation, should have resulted in an immediate eviction and absolutely no refund whatsoever.   If the HR's you are using don't mention this, then change the HR's.  

Eviction is not an easy task and recommend having uniformed officers; RCMP's, PP's, or MP's provide this task.  The call for this is a trespass issue for unauthorized individuals on the property.   The Guest is also evicted for violation of the HR's.   Have the officers issue a no-trespass citation to everyone involved.   Send all documentation to ABB CS with photos and videos.  Keep all communication on the platforms message board not via text messaging.   Believe it would have been wise to have blocked the individual as soon as the threats starting coming in on your phone.  Copy and pasting them on the platforms message board will also go to your favor when CS asks for all your documentation. 

[Sachin82]

Thank you!

[Sachin82]

Update: It appears that she has posted my number on adult websites, and I am receiving multiple messages from men asking inappropriate and offensive questions. As usual, Airbnb either keeps closing my cases or claims to be investigating it without resolution.

Since Airbnb has been unhelpful, I am requesting that they at least provide the identification of the guest so that I can report the matter to the police myself.