UNAUTHORIZED PARTY - SECOND WEEK IN A ROW

[Erin4510]

I have hosted guests in my home exactly two times using Airbnb. Once last Friday, once last night. Both times, HUGE unauthorized parties were thrown in my home. The first party I came to find out was attended by minors and both alcohol and illegal drugs were present.  The second, last night, the guests completely trashed my home and caused thousands of dollars worth of damage, and in addition to stealing many of my personal belongings (like my Brita water filter?) stole the key to my home and the key to the security gate surrounding my home.  I was on the phone with "support" from Airbnb from 4am-7am this morning trying to sort things out. As a result, I no longer feel comfortable being a host, and deciding to have Airbnb cancel the remainder of my bookings. I got a notification for $100-worth of cancelation fees this afternoon. I am so beyond livid. Does anyone have experience with what to do in these situations? Does Airbnb do anything to rectify situations like this? It seems to be impossible to get in touch with anyone who can do anything except "escalate" my case to "the department that can handle that." I have filed a police report, but at this point don't even know if the guest was using her real name or ID. I am incredibly uncomfortable knowing the key to my gate is in the hands of a criminal. Even though I am having the locks changed, the gate is tricker to replace. This is not at all what I signed up for when I listed my home. 

[Erin4510]

Thanks for the note re: security cameras. That is not what Airbnb told me, so another let down there. 

I appreciate the words of support, but some of the responses here have felt like victim-blaming rather than offering advice on what I can actually do to rectify the situation. 

I may continue to offer my space up on a rental forum, but it won't be with Airbnb, nor will I continue to seek out renting through Airbnb when I travel. I just can't support a business that doesn't protect the people it's making money off of. 

[Carol6238]

You are absolutely correct!!   In the past Airbnb would help with issues. Currently, they don’t back the guest or the host when issues arise. You have the burden of proof which can be extremely time consuming, they go way overboard on this!!!!!  Good luck to you!

[Ian-And-Anne-Marie0 · Accepted solution]

@Erin4510 

What to do in situations like this?

Fight! Be the biggest PITA that AirBnb have ever known. Request immediate action on Twitter @AirBnb. File a police report, provide them every name and any details you have and obtain case numbers. Seek the help of a lawyer.

Collect evidence, photos, cctv, internet usage, repair quotations and valuations of items stolen, anything you can find. AirBnb will want to depreciate damages, fight them on those.

There is a specific claim form under the host guarantee scheme which needs to be filed within 30 days. Claim for damages at both your parties as well as the cancellation charges you have incurred.

Frankly, I find your treatment in being passed around departments when you need help, just disgusting.

[Erin4510]

Thank you so much. I'm in the process of doing all of this now. I am hoping that now we are back to regular business hours I will hear some sort of helpful response from Airbnb but don't have much faith in them right now. 

It sounds like this is a big scam that Airbnb is failing to address, and they are certainly going to find many a lawsuit on their hands if they continue to run their business in this way. 

Thanks again for the words of support and suggestions for being proactive. A lot of people here have been so quick to blame the victim, or make suggestions as though I could go back in time and prevent this from having happened, so I really appreciate ideas I can actually put into practice at this point. 

[Julia--Ann-and-Michael0]

We have a Mansion that has 11 bedrooms/sleeping areas and is located in an area of Minneapolis that has The Basilica of Saint Mary and other wedding venues. We are a Superhost and have hosted over 250 families on Airbnb and VRBO in the past 5 years. All of our reviews are 5 star and we have never had a complaint form our neighbors. Three days ago the "Trust" department deactivated our listing for a number of reasons (we don't agree with) and have now corrected. We have been unable to get Airbnb to activate our listing. The problem with Airbnb's party reputation is not the hosts, it's the guests reserving a 2 bedroom and showing up with 35 unauthorized guests. When this occurrs Airbnb's protocol and support of the host is unacceptable. VRBO on the other hand will get you to a representative here in the states immediately and will take action with the guest.

[Helen3]

Hello @Erin4510 

I don't see other hosts as 'victim-blaming' in terms of your situation but sharing their expertise and feedback. You have been given some great advice on how you can minimise the risk of this happening in the future by tightening up house rules, installing CCTV, vetting your guests etc

I appreciate you are feeling sensitive because of the situation you find yourself in.

Do have a look at Airbnb Help as it is a great resource for finding out about the basics of running your listing such as CCTV rules and how to make a claim when you have problem guests.

I wasn't sure when you say in your latest post that Airbnb is scamming you, what that means. Are you saying they are refusing to consider your claim?

[Sarah977]

@Erin4510  Sorry you felt that responders were blaming the victim. Try to understand that no one here would do that- we are all hosts and have sympathy for others who end up with horrible guests and unacceptable situations. What everyone was trying to do was point out all the methods that more experienced hosts use to lessen the chances of these party scenarios happening, rather than pointing out your "mistakes". None of it is totally foolproof, but the more tools in your toolbox, the better.

[Erin4510]

Thanks for clarifying, I do understand where you are coming from and appreciate the desire to help. 

In turn I hope you can understand that at a very vulnerable time, when I reached out for advice on what to do in the moment, I was met (by some responders, not all, some were in fact incredibly helpful) by some feedback literally using the word "mistake" and saying that my listing basically invited a party. 

Though I do appreciate the responses here, what would be really nice at this point if is Airbnb would acknowledge my asking for help and guidance. Nothing so far. 

[Sarah977]

@Erin4510  Don't hold your breath. Airbnb has generally horrible customer service. You have to keep contacting them every day until they help you out. It's frustrating and exhausting, but persistance may pay off. 

Reimbursement isn't something anyone here can help you with, but in fact, you'll get more useful guidance, as with the suggestions you've been offered here by other hosts, on this forum, than you will from some 20 year old Airbnb rep manning the phones in the Phillipines.

Advice here may often seem curt or harsh or blaming, but it's because your experience isn't unique- there are experiences like yours posted here on the forum all the time. Try not to take it personally- it's offered in the spirit of helpfulness and prevention of similar occurances.

[Chris76]

@Erin4510  I'm dealing with the same inadequate response from Airbnb. There was an unauthorized party at my place that was a severe noise nuisance for my neighbors. I had things damaged and the house was left unsecured when the guests left.

After multiple attempts to reach Airbnb, a case manager called me back and told me to leave a bad review. When I inquired about their process to address situations like these, I was basically told that Airbnb will not kick people off the platform for having unauthorized parties the first time it happens. They could not give me a number when I asked how many times a guest had to violate the policy before they are kicked off the platform. Essentially, Airbnb has no intention of enforcing guests who break rules. And, they have no intention of enforcing its own no party policy. 

[Nikki4]

Dealing with this now. I'm having the same experience. 

Guest lied, threw a party, neighbors complained to Airbnb.  Airbnb's response???  Send me a vague and threatening email about an unspecified party at an unspecified listed, and block my listing "pending investigation".

Its been 3 days.  No resolution.  They are still "investigating".

Why are they holding hosts accountable for bad guest behavior??

[Ashley935]

unfortunuately, I just had the same issue happen back to back weekends. You are in no way at fault. Some people were not raised properly to treat others property well. I don't have instant booking and had guests communicate their plans with me--yet still acted on poor intentions. Even after specifically notifying them not to park in others lots, keep noise down, etc... I had cops called and showed up and neighbors telling me 20-30 cars were coming and going. Its discouraging to see Airbnb's response to situations like this, and hoping for a better outcome.

[InspireQ0]

I had the same situation 2 weekends ago.  The guest said she's spending the weekend with family, but that they actually did was hosted a HUGE halloween part in our house.  there was 50 cars parking out on the street and blocking the street.  One of our neighbors called the police.  I requested Extra money from the guest because they damaged our pool table and it needs to be recovered with new felt and all the extra cleaning time.  The guest declined to pay and wrote back a message saying that my claims are not true and that I was rude.  Airbnb is supposed to be reviewing this, but I have not heard back; it has only been 2 days so I am hoping to hear back from them soon.  I also started a case reporting this guest about lying in the booking request and that has been 7 days and still have not heard back from Airbnb.  I will be so disappointed if there is no consequence for this type of guest.  I may also take this to court if Airbnb doesn't resolve it.