The guest's profile picture shows a terrorist, but Airbnb doesn't care.

[Christoph3178]

Hi, we have a booking from a guest with a profile picture that shows a guy with a Molotov cocktail in his hand, a mob sitting and standing on a car in the background in a riot scenario.

Furthermore, the surname is faked (three consonants but no vowel, I doubt anyone has such a name) and only one review from a host that no longer exists.

Sure, the profile picture is probably just some kind of poor joke. But I don't like Molotov cocktails, and I don't like people throwing Molotov cocktails. And I don't like people who think it is funny to have a picture of such a person as a profile picture. It glorifies violence, which is against my morals, and I would expect it is also against Airbnb's morals.

However, we reported the profile, but Airbnb told us that we could cancel the booking, but we will be penalised for it.

I am flabbergasted!

It was the first time we contacted Airbnb's customer support; I expected them to be professional.

Why do I need to explain that I don't want to give the keys to my home to someone who presents himself as a terrorist? Why do I need to explain that I don't like violence, murderer, terrorists and people glorifying these things?

I wonder if other hosts also have similar disappointing experiences with Airbnb customer support.

[Helen3 · Accepted solution]

Have you ticked the option on your listing  that you only accept bookings from guests with clear photo's of themselves @Christoph3178 

if so, call Airbnb back and quote their policy for this that says you can cancel penalty free if they don't provide one.

I would be uncomfortable in your situation too, 

[Christoph3178]

Thanks @Helen3! That's a great tip. Yes, we have ticked that option.
Nevertheless, I don't get why the customer support believes it is totally ok to have someone at your home with a fake surname and a profile picture like that.

[Helen3]

As you have this option ticked call CS back and insist they cancel penalty free quoting the policy re guest photos @Christoph3178 

[Helen744]

@Christoph3178 the name may not be false . Ring the guests phone number and ascertain for yourself if he is some type of terrorist or just a 'joker' . If you had marked no avatars , no obscured faces , no sunglasses etcetera then I do not think this would have happened. Ask for ID and tell the guest that you would like a 'real life ,as in now , selfie sent via messaging ' or they risk cancellation... H