A guest decided to throw a raging party in my 90210 property on Rodeo Drive in Beverly Hills. Drugs and illegal activity with minors was going on. I contacted the police and they told me the reservation needed to be canceled immediately. Since the reservation was in progress I was unable to cancel it on my end; I had to call Airbnb.
Upon calling Airbnb, they could hear how aggressive the guest was, they could hear that there were over fifty people in a listing that was supposed to have one person, and they could hear the threats and the yelling. However, they requested that I take photographs for documentation. I let the agent on the phone know that me taking photographs of these people conducting illegal activity would not put me in a very safe position.
I locked myself in my apartment and tried to talk to the representative from there. They told me without any photographs, they were unable to help me, even though they were aware of the situation. I once again informed the agent that this would put me in a very dangerous situation.
Having no choice, I went ahead and proceeded to take photos of the party going on. The intoxicated guests were so upset with me, they chased me into a basement. I locked the door of the basement, grabbed my two children at 2:00 AM who were sleeping in bed, and let them out through a window. With nothing in my possession, I took a taxi cab to a motel and stayed the night there with my two children on a school night.
Even though Airbnb promised to compensate me for the hotel room and the taxi ride, they offered it to me in the form of travel credit which expired, because I never travel using Airbnb. My situation was the turning point situation that made Airbnb change their policy to stop requiring photographs of guests as documentation when the situation is dangerous. Bad things happen on Airbnb, and I understand that. It’s the way Airbnb continuously handles this types of situations that is extremely dangerous and upsetting.
I recently had a guest kick down my door after getting drunk. They agreed to pay for about 40% of the damage as that’s what they figured it was worth. Airbnb compensated me nothing and held me responsible for future cancellations since I didn’t have a door. I was told it was my responsibility to make sure that I had a door in working order and would be held responsible for any penalties and cancellations for not being able to host guests because I didn’t have a door.
It’s three months later, and Airbnb still refuses to to explain why they won’t compensate me. Their house guarantee is complete baloney. They’ve lost way more money with the cancellations, because I refuse to continue hosting on this platform until I’m paid back for a guest kicking down my door. There’s no reason why I should not be paid, especially if the guest is agreeing to pay for it.
I highly suggest if you have a guest who is cooperating, take money outside of the Airbnb platform against their policy. They cannot even uphold their own policies there’s no point in cooperating with them whatsoever I sincerely hope this company catches a huge class action lawsuit. I’ve had over 3000 reservations as a host with Airbnb and refused to give them any more business.