My guests stole from me

[Ashley172]

We are relatively new hosts and have had pretty positive experiences until this weekend.   We had a local guy  (on a second profile) book for 2 nights.  He brought a female companion along.  We caught her smoking on multiple occasions, even though this is clearly against our rules and is clearly posted in our ad, in our manual, and on the wall. But anyway, we didn't say anything about it because we didn't want to motivate them to hide inside our home while smoking instead of just violating the rules and smoking outside.  

Then when we checked the place out after they left we noticed several items missing - mostly towels and wash cloths, but also a laundry basket.   So it's not like they accidentally picked up a couple of things...this had to be intentional.   Airbnb is recommending that I go through the resolution center and request the money to reimburse me for the replacement cost of the items.  They assured me on the phone they would delete any revenge based review he might post, but I am concerned about it since we are new hosts and every review feels so important at this stage.

Am I shooting myself in the foot by requesting reimbursement?  Is airbnb likely to back me?

[Kris3394]

I have been robbed by last guest . 
I’m devastated- so much gone

kitchen items - bowls , plates , cups , knives & heaps of utensils 

linen - sheets , Dona cover & towels 

oil melt burner & books so much stuff 

she even tried too steal our clothes 

[Sarah977]

@Kris3394  I'm very sorry this happened to you. Did you report this to the police? Have you made a claim with Airbnb?

I notice that you seldom review your guests and that the guests who left really bad reviews, who I assume were awful guests and are probably lying in their reviews, you did not leave a review for.

Do you understand that if you don't leave reviews to warn other hosts about guests like that, thieving guests like you had just get passed around and continue to do these things because hosts aren't leaving honest reviews?

[Mike-And-Jane0]

@Kris3394 Do let us know how you get on with the new Aircover from Airbnb. I assume you have a crime number from the police?

[Richard1090]

We had a brand new laptop stolen while two sets of guests were staying with us. I reached out to the guests for information. One responded the second I sent my message. The others never responded. The one who responded new nothing and then gave a poor review. Airbnb was of no help. You cannot have strangers in your home without their financial information. Airbnb will not protect you. $800 lost is a lot of bookings. This is our last year with Air.

[Kelsey83]

I’m confused as to how a company who prides itself on its community can go back on its host guarantee promise? I had multiple thousands of dollars worth of items stolen from a locked closet by an airBnB guest.  My claim was denied because there “wasn’t enough evidence.” How about the stuff was there before the guest and it wasn’t there after.... I’m beyond disappointed in this community and I will not be using this app anymore. 

[Elizabeth469]

However, we were so busy (with two rentals in our home) that we didn't discover the missing towel/washcloth until later when we were doing laundry and the second set was a single, not a double! Another time someone took my three-ring binder that had the best local restaurant menus and an assortment of tourist information (we live in the Washington DC suburbs). We just chalked it up to "the cost of doing business" but it really surprised me, because I trusted everyone!  Elizabeth and Rob, Bethesda, MD

[Julie713]

Just chiming in--I think Airbnb will support what they tell you, but best to have any communication documented just to aid the process. They have backed me in the past with other issues/bad guests/a dispute.

I had guests that I booked privately damage things and steal really weird stuff from me, like Hershey's syrup (3 bottles) and expensive toothpaste! And maybe a yoga mat, not totally sure about that. And they damaged an expensive electric tea kettle, and took a trash can (they had a party which was allowed).

I bugged the guy for at least a month but he did eventually put $100 in my account, as requested. The other items I noticed later on, I can't REALLY prove it (but who else would come in my house and take these things! No one!) but it bugs me still! The good thing about Airbnb is people do have the threat of a bad review, but often you don't realize something little (but annoying and really uncool) until later. I've had other guests tell me they broke a wine glass, could they replace it, they ruined a rug, could they replace it, etc. Very appropriate ettiquette and I always so no, as they are minor things and cost of doing business AND they did the right thing and said something to me privately. 

Finally, I only put a damage deposit on my main/high priced house since I feel it's something that is off-putting to potential renters, and I don't have that much to lose in my more simple rentals. It's something to consider. I keep it simple to attract rentals.

[Julie713]

Just chiming in--I think Airbnb will support what they tell you, but best to have any communication documented just to aid the process. They have backed me in the past with some stuff.

I had guests that I booked privately damage things and steal really weird stuff from me, like Hershey's syrup (3 bottles) and expensive toothpaste! And maybe a yoga mat, not sure! And they damaged an expensive electric tea kettle, and took a trash can (they had a party which was allowed).

I bugged the guy for at least a month but he did eventually put $100 in my account, as requested. The other items I noticed later on, I can't REALLY prove it (but who else would come in my house and take these things! No one!) but it bugs me still! The good thing about Airbnb is people do have the threat of a bad review, but often you don't realize something little (but annoying and really uncool) until later. I've had other guests tell me they broke a wine glass, could they replace it, they ruined a rug, could they replace it, etc. Very appropriate ettiquette and I always so no, as they are minor things and cost of doing business AND they did the right thing and said something to me privately. 

[David2447]

AirBnB are a bunch of scum bags.  I found a laptop missing between rentals.  I did not report it missing right then and there because I wanted to make sure it was not left somewhere else like work or my girlfriends house before I report it.  So the rental that left Friday, where I discovered the laptop missing, was replaced by a guest that afternoon.  On Saturday morning My girlfriend tells me the laptop is not at here house and I couldn’t find it anywhere else, so now I definitely know it was stolen.  I report it to AirbnB and they tell me I took too long to report the laptop missing because another rental had taken place since I discovered the laptop missing.  I explain I told them Saturday because that was the day I confirmed it missing but knew about it Friday morning.  They didn’t care.  

These people don’t care if your house burns down as long as they get their cut.  Very scummy people

[Tara275]

Hmmm, I just wrote out a long account of how they have totally let me down, too, to the tune of more than $800, but when I published my reply, "something went wrong" and the draft was deleted. So, I tried a test message (above). Funny enough, that went through.

Wow. I'm getting SO frustrated with AirBnB...

[Sarah977]

That happens on this forum, especially when you compose a long post. What those of us who are familiar with the glitchiness do is try to remember to copy the post before hitting Reply, so if it disappears into cyberspace, you can just pàste it into and new message box and hit Reply.

@Tara275

[David126]

My expectation is that you will have to eat the cost.

You can certainly request money through AirBnB but is it likely that the guest will pay?

Do you have a police report, what evidence is there that the Guests stole the items?

[Ashley172]

Here's an update.  I did what airbnb suggested and filed against the rented in the resolutions center. He responded within the hour stating the items were removed by mistake.  He was apologetic and sent the money.  He also left a positive review.  I wouldn't expect this to be the outcome every time,  but I was very fortunate.

[Maria758]

@Ashley172

A happy ending to what could have otherwise been an even greater disaster.  I'm so glad things worked out for you.

This is another reason why I try to keep my reviews, honest, but positive.  Too often do we like to "jump to conclusions" and fail to give humans the "benefit of the doubt."  I am also guilty of this at times.  

I totally learned a leasson in this story!  So glad things worked out.  ^_^

Happy Hosting!

Izzie, Co-Host

LOV Puerto Rico

[Tara275]

test

[Maria758]

Hola @

I’m sorry you are having such an undesirable experience. 

We have been hosting since October 2016 and we think Airbnb is an excellent platform for travel and alternative lodging. It’s a great way to get that “local” experience and a wonderful way to share your home with like-minded “strangers,” at least when it comes to the sharing economy.  I hope you will not let this experience discourage you from continuing to host.

The steps you took, after this incident, was great.  Unfortunately, I didn’t see an article from Airbnb about filing a claim for stolen items, only broken, but I am determined to find it.  What I can assist you with, is how to help prevent this from happening again in the future and possibly increasing your likelihood of getting restoration if it happens again.

It’s okay!  Count this as a small loss and just think of all the new revenue you will receive because you are going to continue to be an amazing host and get so many bookings, you’ll get to buy million-thread count linens (I’m exaggerating, but you get it).

In our experience, we haven’t had any items stolen, but we have had some items lost or broken.  The guests were nice enough to offer to pay us back, but you will not always have guests that will be as understanding.  After a few incidents like this, we decided to put a “Security Deposit” on our listing.  It’s not as bad as it sounds, and it’s a “necessary evil” that will provide you with protection.  “Super” guests will understand and still book. 

Here is a link that explains https://www.airbnb.com/help/article/140/how-does-airbnb-handle-security-deposits  How does Airbnb handle security deposits?

We usually accept almost every reservation request, providing they meet our “Booking Requirements.”  Luckily, Airbnb’s “Instant Booking” process helps with this.  You can change your requirements to fit your needs.  We require the Airbnb Standard Requirements and we also require a Government-Issued ID verification.  You can also require Recommendation from other hosts. 

Here is a link for more info:  https://www.airbnb.com/help/article/1353/how-do-i-choose-who-can-instant-book-my-place

Another thing we like to look out for when confirming a booking is “local guests.”  When I first started Airbnb, I read somewhere that be cautious of these types of requests.  It’s very suspicious that someone “local” would request to book at a local location.  I have had a handful of requests and I was glad I followed that practice.  One guest was coming for a court order (don’t judge me) and another was looking to open his open Airbnb in the same town.  I didn’t mind that too much, I’ve actually been helping him and answering his questions ever since, but that experience was rare. 

Also, usually these guests were missing one, or more, Standard Airbnb requirements and/or Government-Issued ID.  I am honest with these guests as to why I didn’t accept their booking and usually, they end up not pursuing further.

Finally, my number one piece of advice for preventative measures is communication.  I am very active in communicating with my guests.  I have Saved Messages/Templates already in place so I can send them my regular questions prior to booking and answer the most common guest questions quickly and easily.

I have Saved Messages in place already so if you need help, send me a message and I’d be happy to share them with you.

Hope this is helpful!  Let me know if you have any more questions, happy to help!

Happy Hosting!

Izzie, Co-Host

LOV Puerto Rico

[Juliette219]

Hi Izzie,

I’m thinking of having an Airbnb at my house. Can you send me the pre-screening questions you have? 
Thank so much!

*sensitive information hidden*

[Dina185]

Heyy there, I would definitely need help with that, can you please send them to me?

I currently have a local guest who instantly booked a room in my shared apartment, and I will be traveling on the same dates, so at the moment, I'm scared of them stealing things without me noticing it or damaging things or entering my room, they have all the basic airbnb requirements, however I'm still worried as of what to do to avoid such a situation, should I trust them or cancel this booking until at least when I'm home and available to host.

Thank you 🙂

[Pania0]

Hi thanks for your helpful information could you please send me your questions I’m new host and need to know what is important to asking them.

[Kim517]

Hello, Thanks for your great tips.

I am new and in the process of delisting my property for a lower level efficiency (No kitchen but frig/water cooller and  microwave) rental. 

I would like a copy of your "Saved Messages/Templates already in place so I can send them my regular questions prior to booking and answer the most common guest questions quickly and easily." Please send to [Personal information hidden as per the community guidelines] 

Thanks so much. Looking to kick off next mtg. Thanks for the great advice.