I have read online many many horrible stories about both hosts and guests. Unfortunately I am now one of those statistics. I have been a superhost on 2 properties (current with one) and long time advocate of the platform. We recently hosted a guest that had a large party at our Big Bear property that saw well documented illegal and destructive behavior, leaving the cabin in need of repairs. I have had to forensically document, catalogue, research, link up, send estimates, resend, file a police report etc etc to various departments within airbnb over the course of about 12 days. We’ve had to cancel a few guests while this process plays out. Additionally I have been hung up on, repeatedly lied to, and received absolute unprofessionalism and incompetence at the hands of airbnb call centers and via email correspondences. I am not relishing any of this story to get sympathy – I have tough skin and will be ok canceling the next +/- 20 airbnb bookings on the calendar. I see people mention suing airbnb or not bc limiting TOS, negative press, social media etc, and I wondered if anyone has actually tried to, or heard of any of these avenues being worthwhile. We have a permit to operate in San Bernardino County and it restricts the amount of guests to 6 total. We clarify that to all guest so it is well established via the app email that anything more is illegal. Airbnb enables this activity to a degree by not holding problem guest accountable when clearly they are breaking the law, yet alone property rules set forth. I also noticed through my interactions with the call center (and their very serious ethics issues) that when you say you just might record the call too, they will say its against company policy and either ask you to verbalize to them you are not recording them or they will disconnect (this is different then them hanging up on you). While I initially found that very troubling, since the idea of recording the call to get quality, training purposes and accountability, i now see their angle. It is that they simply don’t want the liability of their operators being recored telling lies and misinformation etc. I As it turns out, after they mention the call may be recorded, either party CAN record in CA! Thats another topic. Please let me know what has, if anything, worked for any of you, to get resolution or move forward in a professional and respectful dialogue (insert sarcasm). To be clear, as of right now i have not been denied anything yet but i also have not received any responses to my messages by the Trust and Security dept (more than one person claiming to be my point of contact) and feel in a few days it will be “sorry but we are not doing anything for you”.
I am not against naming the guest and airbnb in a lawsuit. End of rant. Thank you in advance for your insight.