Urgent Report – Severe House Rules Violation and Property Damage by Guest

[Jeneane1]

I am writing to report a serious violation of my house rules and property damage caused by a recent guest at my listing.

Reservation Details:

• Reservation Code: **
• Stay Dates: April 23, 2025 - April 27, 2025

Incident Summary:

During the guest’s stay, the following occurred:

1. Noise Disturbance: At approximately 2:00 AM on Sunday, April 27, the guest created an excessive noise disturbance, violating my house rules regarding quiet hours. This violated my house rules & caused disruption to neighbors, potentially jeopardized my standing as a responsible host in the community. 
2. Severe Sanitation Issue: Upon checkout, I discovered that human feces had been left in one of the beds, completely destroying the linens and mattress protector. The guest did not notify me of this issue, which required immediate, extended professional cleaning and full replacement of affected items.
3. Failure to Communicate or Report Damage: The guest failed to disclose any of this behavior or damage, which is a clear violation of Airbnb’s Ground Rules for Guests requiring them to report any issues or damage during their stay.

Evidence Available:

• Photographic evidence of the damage
• Communication logs
• Receipts for professional cleaning and replacement linens

Requested Action:

• Formal review of the guest's conduct
• Consideration for a permanent suspension or ban of this guest from Airbnb due to the severity of the misconduct and sanitation violation

This situation has caused a great deal of stress, financial loss, and damage to my property. I kindly ask that you treat this matter with urgency and seriousness.  Support has responded that this is a first offense & no further action will be taken.  I understand this may be considered a first offense, but the nature of this violation—biohazardous waste left in the bed, property damage, and major disruption—goes far beyond typical guest issues. I am requesting that this case be escalated to a supervisor for further review, as this behavior poses a serious health and safety concern and a risk to other hosts.

**[Reservation details for privacy reasons in line with the Community Center Guidelines]

[Joan2709]

@Jeneane1 

Sorry this happened.

You would need to contact Airbnb Customer Service directly regarding the sitution, as this is a only a discussion group for Airbnb Hosts and Guests. 

Sounds like you would need to file a resolution claim for damages, so ensure you document the damage fully (video/photos) and get receipts for anything you needed to replace. If there is a police report (noise complaint) get a copy. If you have noise monitors, take screen shots of the alerts on your phone.

Tread cautiously when timing the filing of your resolution claim and posting your honest review of the guest to warn other Hosts. Guests will almost always leave a negative review (including false statements) if a damage claim is filed. Airbnb has not been removing these reviews as retaliatory, although clearly they are.  

Timing of Your Reviews & Aircover Claims
Handling these scenarios is all about timing of your Air Cover claim and your review of the guest. 3 important dates to remember:

- 14 days to write/submit a review (Host & Guest)
- 14 days to file the Aircover claim
- 30 days to submit any addl proof if asked (video/photos/receipts/copy of police report if applicable)

I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, noise complaint from neighbor, etc.). Do not post your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review first and file your claim immediately after posting the review. Give yourself enough time to enter the information on Airbnb just before the 14-day cutoff. Most hosts create a word document if how they want to review the guest and just copy/paste it right before the cutoff.  If Airbnb asks for more information on your Aircover claim, you have 30days to provide it, so don't miss that deadline either. Be factual and non-emotional in your review and don't give any reason for Airbnb to remove your honest review, or make claims you can't prove. Undoubtedly the guest will try to get Airbnb to remove your honest review of them. Just say the guest broke several important House Rules and caused damages that required extra cleaning and were asked to cover the extra cleaning/damages costs. 

If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest AFTER the 14day window has expired that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once theirs and yours are posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests.

[Joan2709]

@Jeneane1 

See my other reply for info. Here are some helpful articles to read:

Reviews

https://www.airbnb.com/help/article/13

Host Damage Protection

https://www.airbnb.com/help/article/279

How to Get to the Resolution Center

https://www.airbnb.com/help/article/3745