Guests Intentionally Left Cigarette Burns Over Everything

Two women in their late thirties made a booking for our unit. It was a last minute booking through Instant Book and their profiles showed that they were from a faraway city in my own country. The booking was for four people: two Airbnb account holders who had traveled together before and two other unnamed guests.

After two hours, I received a message from one of the guests stating that this booking was made for a friend. She gave us another contact number. The people who showed up a few hours later were two teenage looking young girls with two young male friends. It seemed like they were two young couples, but neither mentioned the Airbnb users who had made the booking. They were also very reluctant to talk about themselves and only interested in knowing how to work the TV, change the channels, and use the PS3 games. One of the couples went into the master bedroom to change their clothes while we taught the other dude how to use the IPTV.

They were staying for two nights. On the day they are supposed to check out, they ignored us the whole morning. When it was noon, they messaged us requesting to stay one more night. We told them that we would only accept changes made through Airbnb. They kept delaying us with all sort of excuses. We called the guest who made the booking and she said that she would check with her “friend”.

However, the next day, they had yet to pay through the system or accept the date changes. Nonetheless we went to the condominium at the agreed check out time. We waited outside the door for over an hour. We called, we knocked, and we screamed, but nothing worked. When we were about to call a locksmith to break open the door, they opened it and said that they were sleeping inside. They again refused to pay through the Airbnb system.

After an exhausting half an hour of haggling, we relented and allowed them to send the money to us via a bank transfer. However, after they paid and hastily left, we noticed the place was dirty and messy with wet clothes, food and plastic bags and whatnot everywhere; it was a dump. The scene was as if someone had brought all the neighbours’ dustbins inside and poured everything out everywhere.

When we were cleaning we noticed some damage here and there. After awhile it seemed like the damages were very extensive, so we stopped cleaning and immediately started taking pictures. In the end, what happened was that there were cigarette burns everywhere, and my unit was hardwood themed. Most of them were cigarettes that had been left and burned through; you could tell from the rectangular burn marks on edges. Then we also found numerous circular burn marks, which means that it was burnt intentionally all over the place. Note that cigarettes were left everywhere, dozens and dozens of them.

The burned furniture included: hardwood sofa table; cotton sofa; hardwood dining table; custom wooden kitchen top (where the stove is); custom wooden makeup table and the side wooden drawers; leather bedside table; hardwood living room TV stand; and the hardwood master bedroom TV stand. Everything wooden was damaged. Non-wooden items damaged as were some cooking pots, the sofa and a leather bedside table (which goes against the theme but was cheap and good looking).

I contacted Airbnb but their response did not give me any confidence. I went ahead and filed a police report. Luckily the people who made the booking were in my country. In the meantime the tenants did not respond to us after leaving the place, and the person who made the booking denied doing so or having any knowledge of it. This was despite the fact that I had talked to her and she mentioned that she would check with her friend the night before.

When deciding how to file a police report. I discovered something amiss. The wire transfer to our account had a name on it; it was made by the woman who was the Airbnb user’s friend (who is also a host and was supposed to come for this trip), but it was clearly her account that made this booking and even used it to message us on the first day. What’s even more complicated was the relationship between those who stayed over. They left a scarf within the pile of garbage before we noticed the extensive burns. When I went down to get hold of them, the two teenage looking girls left, and only the two young males were there. I tried to pass the scarf to them and their reaction was like “screw them; throw it away for all we care.”

We also found some weird white beady pills (for consumption) that didn’t seem like normal candy; they were made of powder but did not have any imprints on them. It seems hasty to assume these are drugs because there were dozens of them all over the place (aren’t drugs expensive for teenagers?) but it is apparent these were no Tic Tacs because they were powdery in nature. So, not only did I have irresponsible guests, but they were teenage prostitutes? And my unit had been converted into a drug den?

A few cooking pots were burnt (but not with food or any oily material). I made my report to the police based on the photos and evidence on hand. The police came to the same conclusion as me. These people were sent by the Airbnb users to purposefully wreck our place. As explained by the policeman, there were clear signs of deliberate sabotage elements, but we were missing the most important element, motive.

Why did they do this? We never had any prior engagement with these people. I told the police that I would wait for Airbnb to resolve this. However, the police are saying that an investigation is possible for such cases. In the end, I just want to be compensated for my losses. The fact that there maybe a very intricate story behind these wayward tenants, while interesting, is of little importance to me.

I hope that the tenants were somehow related to the Airbnb users, as those four young males were ugly. Why four, you ask? Nope, it isn’t a typo. The two young men we saw during check-in were different than those during check-out. I wondered why they made us wait standing outside the condominium unit for a whole hour. Was it a last minute customer? The plot thickens. How I wish i had taken a photo of their faces so I could post it online…

House Completely Destroyed by Airbnb Guests

I rented my villa in Marbella, Spain to a guest from Ireland. He informed me his family were arriving the following day. Subsequently I found out that six or more young guys turned up and in the week they were in my house, they destroyed it. Airbnb has been ‘looking into this’ for five weeks now. They blocked two toilets with whole rolls of toilet paper, ripped a door off the hinges, broke my washing machine, made cigarette burns on my brand new couches, vomited on the bed and walls and around the toilet, made marks all over the walls, and somehow got them wet. I had to employ three cleaning ladies for eight hours each, fix the toilets and door, and purchase new linen, towels, and glasses for what wasn’t broken or thrown out. I’m not sure how many people were sleeping on the bed but the supporting boards were also broken and this was a €3000 bed. The damage and costs equate to around €10,000. At check out, when we were supposed to meet, they vacated the premises and locked me out of the house without meeting me or giving me the keys back. I had to employ a locksmith on a Sunday to change my locks. It has caused me a lot of stress and my house is ruined.

Won’t Host on Airbnb After Disgusting Guests

I was a host on Airbnb and after my latest experience with them I am only using VRBO now. We have been renting our ranch on Airbnb for years and I have never seen our home in such disarray. Our cleaning team sent me a list of all the issues (photo provided) including but not limited to:

– Stove top had burnt food all over it.

– Carpets were stained and had to be shampooed which is far and above the normal clean we would need to do after guests leave.

– There was dog food in the couch cushions.

– Toilets were plugged up and had all kinds of items that had been attempted to be flushed down including face wipes and tampons.

– Garbage was put in a coat closet.

– The bedrooms were a mess with food, drinks, games everywhere and the furniture had been all moved around (which we specifically ask our guests not to do)

– Worst of all, there were poop stains on my grandmother’s chair.

Our ranch hand came up to assist our guest during his stay with the toilet being clogged and reported to us that his 90+ year old father was sitting in said chair completely naked from the waist down. He had a “waste” bucket sitting next to him for him to utilize as a bathroom. My family’s ranch was purchased by my late grandfather in the 1960’s. This place is so incredibly precious to us and we love sharing it with others. We have always had respectful, wonderful people stay with us until now. I am so incredibly saddened, hurt, and frankly have a pit in my stomach by the way they treated our home.

Almost a month after I submitted photos, a cleaning bill, and a list of all the items that needed to be cleaned Airbnb finally responded with:

“After careful review of the information submitted, we’re unfortunately unable to process your request. Security deposits cover direct physical loss or physical damage to an accommodation. It does not cover indirect losses. Therefore, as we have not received documentation for any physical damages we would be unable to provide compensation.”

I will never use Airbnb again as a host or a traveler. A company’s true character is shown in how it handles the small events and they showed me theirs.

Claim Made 20 Days Ago, Still Waiting For Our Money

We had a guest stay at our property using Airbnb (we live next door) and several things went wrong. First, they had way more people than agreed; they brought in a dog and damaged some of our personal property. When the guests left, we went inside to find blood soaked bed sheets, duvet cover, and the kicker: a used tampon left on the floor.

We filed a claim on July 5th to withhold part of the guest’s deposit to replace the bedding and an extra $100 for our cleaners who had to deal with that disgusting situation. We are now 20 days into the constant back and forth with Airbnb and they still haven’t resolved our claim. When we filed, they guest had three days to reply; they did not.

I involved Airbnb as instructed and of course the representative incorrectly closed the claim instead of escalating it. It took several phone calls, several days and tons of emails back and forth to finally get the claim escalated to the correct department. However, they will not talk to you by phone; there is no one that replies to your emails and they leave you hanging for weeks. Had I not followed up every day, the claim would have been closed without my knowing and my allotted time frame to file the claim would have been up.

The guest has not replied to any communications. We sent photos of everything, copies of the receipt to replace the items, and copies of the original costs. We have done every single thing we have been asked to do and we still have not received a resolution.

This is the second time I personally have dealt with this. The first time Airbnb did the exact same thing to me. They told me the claim was filed, they said someone would get back to me, however when I called to check on it the claim was “accidentally” closed. We have emails proving that we followed all the steps correctly, but still Airbnb said our “time had run out” on being able to file a claim. This is how they get away with not paying host for damages.

Airbnb Guests Throw Party And Damage Our Home

I am sharing my story because I feel all hosts need to know how important it is to protect your home from unruly guests. We recently had our first guest in our vacation home on the Columbia River by the Gorge Ampitheatre. Sadly, our first experience did not go very well. We met the group coming in (a party of eight), went over the house rules, walked them around our home, and felt like we connected with them. Our home is a special place in the world, and we really were hoping to attract people that would enjoy it.

Unfortunately, our guests decided to host a party there and had over 50 people in our home. Our floors subsequently were damaged (over $14,000). We contacted Airbnb. We were directed to message the guests to see if they would pay for the damages. After three days of no resolve, we were allowed to escalate this to a case manager and seek coverage under the “Host Guarantee”. Our case manager asked us to get a bid from a contractor as well as furnish them with the original cost of the flooring (not the easiest thing to find, but we did). They had us send pictures of the damage to them as well as provide a professional statement from the contractor. We did all of this (keeping in mind we live over two hours away from our vacation home), and in the end, Airbnb emailed this to us (our home is 800 square feet):

Thank you for your patience throughout this process. After careful review of all related documentation and communication, we have issued a $50 security deposit payout for the reported damage. You can view this payout in your Transaction History. While the documentation you provided far exceeds this amount, Airbnb is only able to reimburse for fair market value of the damaged areas in question. The average laminate flooring costs from $2.40-$4 per square foot and since you have higher grade flooring, we’ve issued the payout based on $5 per square foot for the 10 feet of estimated damage. It’s been a pleasure to assist you. Please let me know if you have any further questions or concerns regarding this case.

$50 on damages over $14,000 (we have a $1500 security deposit on our rental… who knows where that went) and no further explanation as to how they came up with $50. We have emailed, called, and have gotten no support or help. I am shocked as a frequent Airbnb traveler as I have always had good experiences. As a host, this can’t be the way business is conducted. We are devastated. Does anyone have any thoughts or ideas as to where to take this issue?

Criminal Activity from Many Bad Airbnb Guests

I had a guest who checked himself in and claimed to have returned the key, however he seems to have kept it and continued to stay in the place. When my cleaner came to the room he hid in the loft and hid some clothes in the ceiling. He also smoked, despite my strict no-smoking policy; the place reeked of smoke with ash everywhere. He left the apartment in a shocking condition. Of course any attempts to contact Airbnb to warn others are ignored as Airbnb does nothing to help apart from taking fees.

I also recently had a guest who booked for two weeks during the busiest season for my apartment. The shower apparently had a small leak and I was given an hour to solve the issue. Since I was briefly out of signal range I was only able to attend to the issue 90 minutes later, and had a plumber solve it immediately. It was too late; he cancelled the reservation and received a full refund during the busiest season. All attempts to contact Airbnb are unanswered. In fact Airbnb has never returned any of my messages. It’s shocking service all round.

Airbnb Guests Damage House, Refuse to Pay

We have rented our house out for several years and recently had a party of guests who left the house in a complete mess, requiring an extra five hours of cleaning: burnt pans, broken kettle, damaged lights and kitchen utensils. Even worse, they had some sort of candles burning on the mantlepiece (we don’t allow candles) which caused significant smoke damage to the wall and ceiling which they tried to clean off, making even more of a mess. They broke every single house rule and then tried to claim the house was dirty when they arrived (I am a superhost and my house has always received five-star reviews) We contacted Airbnb with photos of the damage and after two weeks of going backwards and forwards with photos of items we need to replace and estimates for the cost of replacing them, they have come back and said they will not allow us to claim any of the security deposit to cover the costs of these things. I think this is disgusting and disrespectful and weighted far too heavily towards the guest. I used to think Airbnb was a great way of staying somewhere and we have always had no issues as guests. Actually our Airbnb guests have usually been better than those on other sites, but I will remove my house from their site now because they have confirmed that they don’t care what happens to my house; they won’t cover any damage.

Resolution Center Useless after Guests Destroy Home

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.