After 1.5 years of Airbnb hosting, I’m feeling pretty burned. I know it’s a risk to be a remote host hosting a large house with a pool. I get it. I have a local cohost also. I have disclosed exterior security cameras too.
In, June I had a guest lie about who she was, and the reason for her booking. She had an unauthorized party of over 30 people, obscured my cameras with balloons (which they took down after I contacted them), I saw two fight fights involving 6+ people on my front porch, cops came, furniture broken, barf and blood everywhere (all the way up to the ceiling!), hole punched in the wall. I kicked the guests out the following morning (as soon as I knew). Filed a 37 page complaint including pictures of all of the unauthorized guests, filed a police report, got bids on all the damages and biohazard cleaning, plus extra cleaning fees–totaling $6500. Airbnb gave me $927. I’m planning to take the guest to small claims court for the other charges. Ugh…
Two weeks later, another guest booked for 7 people and 1 dog, I allow up to 4 additional guests until 11pm (this is in my house rules, I’ve since changed it to 9pm). Guest assured me they wouldn’t have more than 11, this is documented in the Airbnb platform messages. Guest obscured backyard camera again, I asked them to remove. They had at least 28 people and 4 dogs and completely overfilled by trash and recycling cans, paying no attention to sorting trash. I had to dig through and resort all their trash, including spilled food and raw meat and seafood in my recycling bin in order for it to be picked up later that week. Guest was mad when I sent a payment request for the extra guest & pet fees (which is CLEARLY stated, and restated in my house rules, and emails to her). Airbnb has not responded to my case after 3 weeks in the resolution center and multiple follow ups. This guest declined to pay (of course), sent me a nasty message and also gave me a 1* review, which had a ton of false information (no soap, missing towels, dirty pool). I lost my SuperHost status. Airbnb wouldn’t remove the review.
I’ve had many guests over the past 1.5 years–most have been great. But I am not feeling supported as a host at all. The customer service at Airbnb seems to have gone waaay down in the last 6 months or so.
Airbnb won’t enforce house rules, nor will they pay for excessive cleaning like biohazard (blood and vomit), nor extra guest fees. That doesn’t seem right to me.
Thanks for listening.