Today I discovered that a female Airbnb guest had sneaked a male into our home unannounced without paying for him. I discovered this by taking clean towels, toilet paper and water to the room when she left for her “photo shoot”. I was confronted with an unknown man who claimed to be a “boyfriend” although the female guest told me she lived in and had just flown in from LA. The male guest eventually slipped up and said he had just arrived from NYC.
I contacted Airbnb immediately to report the violation of the rules, false booking number of guests and to express that this was a potentially unsafe situation of a guest leaving an unknown unapproved unverified person in my home without so much as even a text message to let me know, let alone not asking permission. While I was on the phone with an Airbnb supervisor who was supposedly recording the event and confirmed she in fact heard the male guest and heard me ask him to leave (I asked the super to stay on the phone with me for safety while I asked him to leave), the female guest returned, came into my home and started yelling at me that she was a 32-year-old woman, could do as she pleased, and I had no right to go up there or confront her “friend.”
There was no reasoning with these people; that was evident and why I asked the super to contact her and cancel and handle the reservation because I didn’t want nor did I feel it was my place to safely confront guests under these conditions. The super advised me that she was escalating this to the Trust & Safety department immediately. She said she also needed to speak with the guest. I advised her that was fine, but have someone else call and for her to stay on the phone with me for safety and documentation. She hung up.
The guest and the male “friend” started yelling in my home. The female backed me into my home office and blocked the door. I was totally out of composure and had to threaten to call the police. They spilled out into my driveway (I live in an upscale urban neighborhood) and of course the neighbors were not watching. They eventually left but not after the random male invited me to step out of my home to deal with him in my driveway and calling me a racist.
I went back inside and went back to my office to deal with clients and calls. About four hours later when I had a break I contacted Airbnb again because I had not heard from anyone. There was no ticket in my Airbnb mailbox and no return phone call from the company as had been promised. When I called back, the new customer service agent and his super said they “had no record of this event, no notes, no ticket and no recording and would need to call the guest to get her side of the story.”
I lost my grip with them. The guests last words leaving were, “you’ll get yours.” As I’ve reached out and as of the writing of this event six hours later, there has been no follow up. I had one email from a customer service agent that wrote me after the third call. I’ll attach the three replies I’ve sent in and not a one has had a response.
This is not the first issue I’ve had with Airbnb. I’ll post the others now that I know about this site. I’m all in about supporting some serious collective effort among hosts to bring change and safety to both hosts and guests. Airbnb alone does not seem to indicate they have the incentive to do so without some serious movement from those of us who have experienced this sort of stuff.