On June 28th, my Airbnb was vandalized by a customers’ boyfriend and friends, who had no permission to stay at my home. The customer rented my Airbnb, and to my dismay, a wild party was thrown. I was alerted by my house manager that the house wasn’t fit for the guests who were supposed to check in at 4:00 PM, because it had been vandalized.
When I saw the damage on FaceTime, I was appalled. The house was riddled with bullet holes in the walls, broken furniture, feces and urine on the walls and floors, and old food in a majority of the rooms. The sink and tub were backed up. I used an upstairs attic as storage for my electronics, including televisions, house wares, food and cleaning supplies, linens, etc. Unfortunately, all of those items were stolen as well. That attic was off limits as it was written in my contract.
After watching outside video of the party, I was shocked to see the violent gunshots, and physical confrontations that took place throughout their stay. I contacted Airbnb, and I waited patiently for them to reach a resolution; I was ignored so I turned to social media, with hopes of gaining exposure for this ill treatment.
Finally, I received an email on August 19th that stated that an adjuster would come out to assess the damage. I decided to sell the home because of the negative connotations attached to it, fearing that the perpetrators may try to come back again especially since they’ve been sighted on more than one occasion driving by the home.
Airbnb never contacted me via phone. I received an email on October 19th, nearly a month after the insurance adjuster showed up on September 30th. By that time, I had fixed the walls, plumbing and some of the furniture that was salvageable, and the rest had to be discarded.
I feel as if Airbnb didn’t execute the situation in a timely or professional manner. They lack compassion for their customers, and instead of finding a resolution, they kept sending my case to a new customer agent instead of paying me for my huge loss.