A guest made a reservation for himself and his girlfriend to stay at our home for one night to attend a wedding. He had positive reviews so we booked him for one night, two guests. In our house rules and in our description we are adamant that we do not allow parties or gatherings at our home and that the maximum number of guests in our home is eight. We received a call at midnight from our neighbor saying there was a huge party at our home. Cars were everywhere – all over the lawn and in the creek – and there were hundreds of people on the property. We called the police and arrived with them. There really were hundreds of people at our house. The guest was charging “admission” to attend this raging party. There were over 300 people crammed into our home.
Music, marijuana, and alcohol was present, along with who knows what else. Our furniture was all over the yard. Over an inch of liquid and mud was on our hardwood floors. There was a billowing mass of marijuana smoke and cigarettes, alcohol, and tobacco all over our furniture. The floors, counters, bathrooms, toilets, and tubs were stuffed with paper and clogged; water was everywhere. Cars were stuck all over our lawn that made huge muddy track marks and destroyed our lawn. The result of this was horrific. There was tons of damage to our home. However, we were incredibly frugal and were hoping to fix things ourselves. We found some initial contractors who would do the immediate repairs at a low cost so our initial estimate for repairs was VERY low. This was incredibly generous of us as we could have hired large companies and looked at bills that were several thousands of dollars.
We have repeatedly phoned Airbnb. No one in the imaginary “resolution center” will ever speak to us. We can only get as far as someone who will basically do nothing for us but say we have to wait for the resolution center to respond. “I’m sorry, Lisa but they do not have phones and we cannot contact them directly.” My house was destroyed and yet all I have received are insipid responses from some clerk who is clearly too important to ever call me back. It has been three weeks and now I am not even getting a response via email. I have emailed “Jenn” every day and there has been no response. I supplied photos, invoices, videos, a police report, and statements and cannot get a response from Airbnb. The people who deceived us and had a raging party for profit at our home made more money than we did and Airbnb won’t even release our security deposit to us.
The resolution center is a joke. There is no way to reach anyone at this company that has a clue and can effectively help a host when their home is destroyed. If anyone has any advice on how to help us please let us know. We cannot get any response from Airbnb. There is a clear violation here backed up by a police report so I’m not sure what the issue is aside from the fact Airbnb deceived us and that there is no protection for hosts. The damage is clear yet Airbnb stands in the way of collecting the deposit that was put in place to protect us. There is no protection for Airbnb hosts.
As others have advised. You have to get media involved. This very recent story reveals that Airbnb ignored the Host until the news organisation got involved.
I just had the same thing happen on Sunday my house is destroyed and they won’t even pick up the phone I have already emailed all the founders of airbnb and tomorrow I will be the story on the news I would do the same if I was you
Get a lawyer and get one NOW. DO NOT PLAY NICE. It would appear that Airbnb is trying to avoid dealing with the mess. Also, I would call your local news organization and see if they want to run the story.
Hi, just read your story and what you have been through is horrible. I suggest your follow the advice at the end of this article: https://www.theguardian.com/technology/2016/jan/09/london-man-who-rented-home-out-for-new-year-airbnb-left-with-12000-damage What you basically need to do is contact your local newspaper. I wish you all the best 🙂 From a gal in Copenhagen.