Your provided guest attended my home for a single person booking with an additional 6 guests, refused to pay the advertised WiFi and electricity and refused to pay the extra guests fee. After a few days of back and forth one of the air bnb support advisors gave me the option to cancel and I agreed to do that. The advisor confirmed that the reservation would be canceled the next morning due to the guests violating my rules and throwing insults at me and my co-host.
As advised by the advisor I informed the guest that the stay has been canceled. The guest refused to leave so we called the police .I also called the emergency team twice but got no response. One of the emergency team came on the phone and advised me that this is not an emergency and put me through to a support ambassador to assist. When the police attended and advised Claudia to vacate she showed the police that the booking was still active and has not been canceled. The police therefore explained the can not evict Claudia due to the booking being active.
A few days later I finally got a call back from air bnb and the booking was canceled. Once again I called the emergency team to get assistance in evicting the guest as I have never dealt with such an issue before. I didn’t get a response from the emergency team and the guest because violent and abusive on the video door bell (footage recorded and sent to air bnb).
The police attended, entered the property and demanded the guest to leave along with my care taker. The unauthorised guest became violent , assaulted the police officer , assaulted my care taker and got themselves arrested and placed into a cell for the night.
After this horrible incident a support advisor from the emergency team finally called me back after me sending images of my caretakers face bloodied and hospitalised. The advisor apologised for air BnB’s lack of support and promised my damages would be paid for. The guest left a tap running for 7/8 days in the out house, locked the door and refused to return the keys, they also stole the gate remote fob and the gate entrance key. The tap left running cost a fortune in water and damaged the water pump. The next booking had to be canceled as the pump took some time to repair as it was over Xmas period and acquiring the parts proved to be difficult.
I have made a claim for the water, pump, key locks , door handles, excess mess, compensation to my staff member who was attacked, management fees. I have sent invoices and images to prove all mentioned claims including a video call from my ring door bell of the unauthorised guest making the threats, and a video of my care taker being beaten up and escaping.
For some strange reason you are not accepting my claim even though I have provided a paid invoice and sub invoices from the sub contractors used by the management company.
I wish to make a formal complaint and will be taking this story to the press if my claim is not paid. I don’t think this is how air bnb should treat host specially when both the guest and air bnb are in the wrong.
Once again I attach all the evidence.
I would like a complaints team e-mail and I would like you to advise on who to use as an ombudsman.
Can anyone help with this horrible situation?
