Post by High Priestess on May 31, 2016 4:25:20 GMT
Montse shared on Hosting 911 Feb 2015
www.airbnb.com/groups/content/content-106180
Robbery
My guest says that someone has entered our House and stole their money, but there are no doors or windows forced. I don't know what to do... It's a really unpleasant situation
9 comments•1 like
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Suzanne
Julie and Eric
Julie and Erica year ago
You could tell them to make a police report. I don't believe you're responsible for the safety of their belongings.
I would also ask them why they left cash laying around unattended...
And I've added your place to a wish list! So interesting.
Reply Like 1 reply•2 likes
Montse
Montsea year ago
Thank you so much! I have asked my guest if he has properly attended the security measures, but I got no response. You are welcome in my house whenever you want!
Rick
Ricka year ago
I agree---totally a police matter---wow...if no evidence of forced entry, it would be uncomfortable--especially if you are the only other ones in the house...but let the police make that (email hidden)rhaps the airbnb guarantee comes into play? or perhaps your homeowner's insurance?? good luck!
Reply Like 1 reply•2 likes
Montse
Montsea year ago
Rent the whole House, there is no one with access to the House except my guests...
Norma and Patrick
Norma and Patricka year ago
I agree about the police. Since we list rooms in our house and it is rarely locked except the doors to the rooms themselves this is something that has worried me. Recently I purchased small electronic safes for each of the rooms that operate with a key and a keypad that we will bolt in the closet of each room shortly. My daughter reported losing cash and it could have been cleaning people, party guests over the holidays, her own friends, her own forgetfulness or a guest. No way of telling. I figured at about $70 a room it was worth the investment. I plan on putting the combination on a business card for our listing and encourage our guests to put prescription medications, jewelry, cash, credit cards and small electronics in them instead of leave them around. This policy of removing contact information from us of former guests has been a real pain because I have guests leave things all the time and can't always determine who left it and need to contact several people and am unable to do so.
I also installed infared cameras outside the farmhouse a few years ago when neighborhood kids were coming in from the woods and doing cocaine in the barm and to see where the cows and horses were getting out of the fences or if someone was letting them out Now these are really inexpensive and can be installed yourself in common areas without violating privacy. Look at companies such as Brickhouse security or have a professional do the whole thing such as ADT. The discount on our insurance was substancial. Just some suggestions if you think you will be hosting for a long time because even where we are in the middle of no where security can become an issue at some point and you should plan for it.
Reply Like 4 replies•2 likes
Julie and Eric
Julie and Erica year ago
RE: Lost and Found - If they had a phone number in the system when they booked and you receive an email notifying you of the booking, you could find the email and call them, or message them through Airbnb.
Lisa Myshall
Lisa Myshalla year ago
I had a person tell me she was missing $400.00 (she called me as she was already checked out) I told her I called the police
Lisa Myshall
Lisa Myshalla year ago
Police said it's a personal matter. Problem is guest said she didn't know if was missing day before or from 10 days earlier, although she never told me about it. She tried to blame my cleaner, however I was cleaning the room with cleaner (with guest's permission to enter and clean room). It was a real hassle, then she blamed me on stealing her $60.00 dog leash, which I found where she left it and mailed it back to her. It was a real bummer because she stayed an extra two days and didn't pay (my bad for not calling air to change reservation ). Still call,police, document everything, call your homeowners insurance. Sorry you are having to deal with it:(. Best, Lisa
Montse
Montsea year ago
Thanks Lisa! It is a little weird, I don't distrust my guest but I tried to get in touch with her through messages by Airbnb and through the phone and I got no response. She has also thought that my house keeper is who had entered and robbed the money, which is impossible. No one has entered the House. I'm really confused because I don't know what happened...
Bekah and Brian
Bekah and Briana year ago
Let the police handle that entirely. A friend of mine who hosts in town got a frantic call that their money, car keys and rental car had been stolen. She raced over there and as the story unfolded it turned out the guest had left the money and keys on the table by a window visible from the street, had not locked the front door AND had "made a great bunch of new friends" that they brought back to the apt from the bar and drank till sunrise. So yeah: let the police handle that. You are in no way responsible for their belongings, plus it truly may be the guest's own fault. they may have even simply misplaced it!
Reply Like 3 replies•3 likes
Montse
Montsea year ago
Totally agree, but hardly can say to my guest maybe it's your fault and you did not have enough care. What is difficult is to handle the situation
Bekah and Brian
Bekah and Briana year ago
Oh
Bekah and Brian
Bekah and Briana year ago
Oh dear no! But truly all you can do it guide them through whatever process the police uses. If the police come to the house, or they go to the station. I'd accompany the for that. It's got to be super uncomfortable because at some point the guests may look for someone else to blame: that someone is NOT you!
Montse
Montsea year ago
Thank you for your comments. It is an unpleasant situation, the first time that I am faced with this situation, and did not know very well how to act or what to say to my guest. I am sure that there is a more logical explanation than "someone has entered the House and robbed me, while there is no evidence of theft". Maybe a cluelessness with her bag or simply forget where to put money, but my guest feel unsafe now in my House and I don't know what to do for her peace of mind (and mine).
Reply Like 1 reply•1 like
Susan
Susana year ago
speak with your Guest and ask whether they would like other accommodations in the locale, ask them whether they would like to cancel the remainder of the reservation, if so, call airbnb and have them help rehome the Guests. under your cancellation policy (if other than strict), they should receive some $ back if there is time remaining on their stay.
Lisa Myshall
Lisa Myshalla year ago
Hey Montse, cool place. My daughter will be traveling to Spain for her HS graduation gift. What part of Spain are you near?
Reply Like 4 replies
Montse
Montsea year ago
Thank you!! Canary Islands!! my house is in La Palma
Lisa Myshall
Lisa Myshalla year ago
Wow. BEAUTIFUL! Just listen to the guest, let them know you are doing all y ou caa
Lisa Myshall
Lisa Myshalla year ago
Sorry, all you can to help the guest. But the girl whom stayed with me was a real diva and I did try to make her feel better. She ended up sending me $300.00 of the $500. She owed me...perhaps she had a moment of good conq
Lisa Myshall
Lisa Myshalla year ago
Sorry, my typing skills suck tonight! Anyway best of luck and I am happy to help you with the issue
Lexi & Nick
Lexi & Nicka year ago
We had a genuine robbery at our place yesterday. The guest must have left the door unlocked as there was no sign of break in (4 other houses were done in the same night and they have ID on a suspect).
My guests left, I had Airbnb cancel the reservation from the guest end and had them file a police report and they will claim their loss on their insurance.
They are not upset- happy I refunded the stay but know that these things happen.
Reply Like 1 reply
Montse
Montsea year ago
Sorry you had to go through this situation. Undoubtedly unpleasant for our guests and for us, as hosts
Montse
Montsea year ago
Thank you all for the comments, every one of you have given me something valuable. I was worried that my guest distrust my team or our professionalism, and even that this situation could lead to a bad review. With the passing days, and a slightly better communication with my guest, it seems to have made memory and yes indeed there are several possible times when they could steal. I was absolutely certain that no one had entered the house without the consent of our guest, never allow it. Unfortunately the money has not appeared and no one likes to suffer a robbery, but my guest has decided not to let this incident spoil her vacation and enjoy our home and the Island.
Reply Like 3 likes
Katie
Katiea year ago
Oh no how sad! Just really sad! I would be so upset, I would contact air Bnb and let them know and also file a police report.
Reply Like
Deborah
www.airbnb.com/groups/content/content-106180
Robbery
My guest says that someone has entered our House and stole their money, but there are no doors or windows forced. I don't know what to do... It's a really unpleasant situation
9 comments•1 like
Follow
Like
Suzanne
Julie and Eric
Julie and Erica year ago
You could tell them to make a police report. I don't believe you're responsible for the safety of their belongings.
I would also ask them why they left cash laying around unattended...
And I've added your place to a wish list! So interesting.
Reply Like 1 reply•2 likes
Montse
Montsea year ago
Thank you so much! I have asked my guest if he has properly attended the security measures, but I got no response. You are welcome in my house whenever you want!
Rick
Ricka year ago
I agree---totally a police matter---wow...if no evidence of forced entry, it would be uncomfortable--especially if you are the only other ones in the house...but let the police make that (email hidden)rhaps the airbnb guarantee comes into play? or perhaps your homeowner's insurance?? good luck!
Reply Like 1 reply•2 likes
Montse
Montsea year ago
Rent the whole House, there is no one with access to the House except my guests...
Norma and Patrick
Norma and Patricka year ago
I agree about the police. Since we list rooms in our house and it is rarely locked except the doors to the rooms themselves this is something that has worried me. Recently I purchased small electronic safes for each of the rooms that operate with a key and a keypad that we will bolt in the closet of each room shortly. My daughter reported losing cash and it could have been cleaning people, party guests over the holidays, her own friends, her own forgetfulness or a guest. No way of telling. I figured at about $70 a room it was worth the investment. I plan on putting the combination on a business card for our listing and encourage our guests to put prescription medications, jewelry, cash, credit cards and small electronics in them instead of leave them around. This policy of removing contact information from us of former guests has been a real pain because I have guests leave things all the time and can't always determine who left it and need to contact several people and am unable to do so.
I also installed infared cameras outside the farmhouse a few years ago when neighborhood kids were coming in from the woods and doing cocaine in the barm and to see where the cows and horses were getting out of the fences or if someone was letting them out Now these are really inexpensive and can be installed yourself in common areas without violating privacy. Look at companies such as Brickhouse security or have a professional do the whole thing such as ADT. The discount on our insurance was substancial. Just some suggestions if you think you will be hosting for a long time because even where we are in the middle of no where security can become an issue at some point and you should plan for it.
Reply Like 4 replies•2 likes
Julie and Eric
Julie and Erica year ago
RE: Lost and Found - If they had a phone number in the system when they booked and you receive an email notifying you of the booking, you could find the email and call them, or message them through Airbnb.
Lisa Myshall
Lisa Myshalla year ago
I had a person tell me she was missing $400.00 (she called me as she was already checked out) I told her I called the police
Lisa Myshall
Lisa Myshalla year ago
Police said it's a personal matter. Problem is guest said she didn't know if was missing day before or from 10 days earlier, although she never told me about it. She tried to blame my cleaner, however I was cleaning the room with cleaner (with guest's permission to enter and clean room). It was a real hassle, then she blamed me on stealing her $60.00 dog leash, which I found where she left it and mailed it back to her. It was a real bummer because she stayed an extra two days and didn't pay (my bad for not calling air to change reservation ). Still call,police, document everything, call your homeowners insurance. Sorry you are having to deal with it:(. Best, Lisa
Montse
Montsea year ago
Thanks Lisa! It is a little weird, I don't distrust my guest but I tried to get in touch with her through messages by Airbnb and through the phone and I got no response. She has also thought that my house keeper is who had entered and robbed the money, which is impossible. No one has entered the House. I'm really confused because I don't know what happened...
Bekah and Brian
Bekah and Briana year ago
Let the police handle that entirely. A friend of mine who hosts in town got a frantic call that their money, car keys and rental car had been stolen. She raced over there and as the story unfolded it turned out the guest had left the money and keys on the table by a window visible from the street, had not locked the front door AND had "made a great bunch of new friends" that they brought back to the apt from the bar and drank till sunrise. So yeah: let the police handle that. You are in no way responsible for their belongings, plus it truly may be the guest's own fault. they may have even simply misplaced it!
Reply Like 3 replies•3 likes
Montse
Montsea year ago
Totally agree, but hardly can say to my guest maybe it's your fault and you did not have enough care. What is difficult is to handle the situation
Bekah and Brian
Bekah and Briana year ago
Oh
Bekah and Brian
Bekah and Briana year ago
Oh dear no! But truly all you can do it guide them through whatever process the police uses. If the police come to the house, or they go to the station. I'd accompany the for that. It's got to be super uncomfortable because at some point the guests may look for someone else to blame: that someone is NOT you!
Montse
Montsea year ago
Thank you for your comments. It is an unpleasant situation, the first time that I am faced with this situation, and did not know very well how to act or what to say to my guest. I am sure that there is a more logical explanation than "someone has entered the House and robbed me, while there is no evidence of theft". Maybe a cluelessness with her bag or simply forget where to put money, but my guest feel unsafe now in my House and I don't know what to do for her peace of mind (and mine).
Reply Like 1 reply•1 like
Susan
Susana year ago
speak with your Guest and ask whether they would like other accommodations in the locale, ask them whether they would like to cancel the remainder of the reservation, if so, call airbnb and have them help rehome the Guests. under your cancellation policy (if other than strict), they should receive some $ back if there is time remaining on their stay.
Lisa Myshall
Lisa Myshalla year ago
Hey Montse, cool place. My daughter will be traveling to Spain for her HS graduation gift. What part of Spain are you near?
Reply Like 4 replies
Montse
Montsea year ago
Thank you!! Canary Islands!! my house is in La Palma
Lisa Myshall
Lisa Myshalla year ago
Wow. BEAUTIFUL! Just listen to the guest, let them know you are doing all y ou caa
Lisa Myshall
Lisa Myshalla year ago
Sorry, all you can to help the guest. But the girl whom stayed with me was a real diva and I did try to make her feel better. She ended up sending me $300.00 of the $500. She owed me...perhaps she had a moment of good conq
Lisa Myshall
Lisa Myshalla year ago
Sorry, my typing skills suck tonight! Anyway best of luck and I am happy to help you with the issue
Lexi & Nick
Lexi & Nicka year ago
We had a genuine robbery at our place yesterday. The guest must have left the door unlocked as there was no sign of break in (4 other houses were done in the same night and they have ID on a suspect).
My guests left, I had Airbnb cancel the reservation from the guest end and had them file a police report and they will claim their loss on their insurance.
They are not upset- happy I refunded the stay but know that these things happen.
Reply Like 1 reply
Montse
Montsea year ago
Sorry you had to go through this situation. Undoubtedly unpleasant for our guests and for us, as hosts
Montse
Montsea year ago
Thank you all for the comments, every one of you have given me something valuable. I was worried that my guest distrust my team or our professionalism, and even that this situation could lead to a bad review. With the passing days, and a slightly better communication with my guest, it seems to have made memory and yes indeed there are several possible times when they could steal. I was absolutely certain that no one had entered the house without the consent of our guest, never allow it. Unfortunately the money has not appeared and no one likes to suffer a robbery, but my guest has decided not to let this incident spoil her vacation and enjoy our home and the Island.
Reply Like 3 likes
Katie
Katiea year ago
Oh no how sad! Just really sad! I would be so upset, I would contact air Bnb and let them know and also file a police report.
Reply Like
Deborah