THis is the post that the host posted on New Hosts Forum, which gives more info (name of host changed):
Sarah shared Nov 3 2015
Really bad experience hosting, how much time will I have to wait to get compensated?
Hello,
My studio has been totally ransacked by travelers that did
not care at all about the rules in my add. They have organized a party
in my studio...
All my furnishing and things has been stained, or damaged..
Sofa, walls and even up to the ceiling, mattress, carpet, they have
burn cigaretts on my table and mezzanine bed, flor, broken dishes...
Airbnb
has proposed a ridioulously small compensation that will not help to
buy new fruninshing, that does not compensate for the time spent on
cleaning, nor on my emptied cupboards.
Has anyone been in this situation before ? I have asked them to reexaminate my case... And since, no news...
Has anyone been in this situation before?
How did it go? How much time did it take to get compensated ?
Thank you,
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Rosanne
OMG, how terrible for you. I share my space not an empty flat so I have never had a problem like this. I am always on the premises. Did you rent to a local? I hope Airbnb kicks in to help replace and correct the damage.
Sarah
Thanks Rosanne, Yes, this is my place too, I live there. Thanksfully I have a locked wardrobe where I keep my most personnal stuffs. I rented to Greek girls who live in Berlin.
Reply Like 8 replies Delete
Francesca
Omg! Sarah, I just read their review on your listing - they sound awful!!! And this from their own words. "Yes, we pulled the smoke detector from the wall. No big deal." I hope airbnb rethinks this. Ugh. You poor thing. Obviously from the other reviews people have loved staying at your place.
Rosanne
How long was she there? Didnt you see what was going on if you live there too?
Sarah
Oh I mean this is the studio where I live (it is not an apartment only that is rented only). I rent it only when I am on holidays. She stayed 5 nights.
Rosanne
I dont think I would want someone in my place when I'm not there. If its a separate flat - it would be ok. But, you would have to lock all your stuff up each time. Sounds like more bother than its worth. I cant imagine coming home to that. Hard to believe she is also Hosting.
Serafina
Sarah, did you file a police report? Make sure you document everything and take meticulous records of the damage. Escalate to a supervisor.
Serafina
Oh, I just read the review. Did Airbnb see her acknowledgement that she didn't adhere to your rules deliberately because she didn't like them? I've also heard other French hosts here say that involving the police is quite different from what I'm used to, so take that advice for what it's worth. With her blatant and public disregard for your house rules, it's important to put the pressure on Airbnb to come through.
Sarah
Yep, I did fill a police report, even if Airbnb has adviced me not to. I believe Airbnb has read her, because I have mentioned another part of her comment. Thank you
anna
Airbnb will be trying to protect their reputation not you. It's good you filed a police report. I hope you recover from this, it sounds awful.
Margaret
Wow. After reading Amie's review, I hope nobody ever hosts her again. so sorry Sophie ♡
Lisa
OMG, I can't believe that he cheek of her review!! She clearly admits choosing not to see the rules, damaging your place and says no big deal??! Wow, just wow. I'm so sorry you've had to go through this Sophie! I think you need to point Airbnb directly to her review, it tells quite the story of what a crap guest she was. I hope this will aid in your compensation. Best of luck hun.
Clare
Just clicked on the guest profile. Not there anymore!
Reply Like Delete
Sarah
Thank you all for your nice words. I have asked Airbnb to blacklist her, but they have not answered. I believe she has deleted her profile, but nothing says she cannot open a new one.
Olivier François
Whow! And she's hosting in Berlin!
Reply Like 3 replies Delete
Sarah
Yes she did. How do you see that? I cannot access her profile anymore? Has Airbnb blacklisted me?
Olivier François
Sarah, I can't see her profile on desktop but with android app yes, she is renting 'Two Bedroom Appartment in Wedding, Berlin'. On desktop the listing is no more available since 5 min but with the app it's ok and she have IB.
Olivier François
I found her Facebook, her girlfriend seems to be Lyne P. and she is Amie C. I use to google potential guests each time I have a bad feeling... Bon courage!
Clare
Maybe Airbnb did blacklist her. She sounds so arrogant in her review I doubt she deleted her profile herself.
Olivier François
She didn't delete anything, I can see her profile and listing in Berlin.
Olivier François (
Olivier François)
The best of her review 'yes we choose not to follow the rules' she's crazy!
Lisa
I tried opening it too and nothing there. Just the ice cream girl saying oops! We can't find the page you're looking for.
Sarah
Oh, yes she was. She has also insulted in messages... I saw her when she gave me the keys back.
They were all 3 (they paid for 2, but I have discovered they were 3 staying) then that of them having breakfast peacefully at the bakery/café.
I have ask them to write on the dialog feed "I will pay for all the damages", and she did. I believe that is why she has deleted her profile (if she has). Even if Airbnb has not debited anything on her bank account.
Lisa
I think this is when you should take to social media to publicly call airbnb out on not supporting you as a host.
Donna
Here demonstrates the inherent weaknesses of the airbnb profile system. She can easily just create a new profile after making herself unwelcome everywhere on the planet with the one she used to trash a host's home. Since she's a host, too...I pray that a little karma is heading her way.
Bekah and Brian (
beeandbee)
Wow - and she had the balls to write a review casually stating that she broke the rules, too? You need to hound and hound airBNB on this. They need to compensate you properly. Take loads of pictures, insist on a higher-up of whomever you're talking to doesn't respond properly, email them till you're blue and blast them on Twitter till they listen. This is insanity.
Sara
I have spoke to Airbnb about a liability waiver in case anybody was injured on my property because I did not want to be sued… You can tell they skirted the issue but they did tell me if there is any damage to my property it was 100% covered I Airbnb apparently that's not to either.
Deborah (
High Priestess)
I noticed when I clicked on that guest's profile just now, that her profile has been deleted. I dont' know if she deleted it herself or Airbnb did - I hope the latter. One of the reasons that Airbnb is pushing for all users to have verified ID, is so that they cannot just close one account where they got a bad review, and open another brand new account and start over on their path of wrecking people's places.
It's incredible that a guest would actually write in a review that she didn't follow the host's rules, but gee you have to thank her for screening herself out like that too, helping future hosts know to avoid her at all costs.
Sarah
Thanks. I know, but it seems to make no difference for Airbnb
Fiona
This is a HUGE issue and how Airbnb respond to this affects all of us. The person has admitted liability. Pulling a smoke detector out is hugely damaging and dangerous (in the UK it is a legal requirement). It is exactly this type of thing that the "Airbnb host guarantee" that "provides protection for up to (phone number hidden)" is supposed to be about. The problem arises because Airbnb do not ask us to provide an inventory. This then means they can assess the amount to whatever figure they chose. Did you take pictures? Post them on Airbnb's Twitter account. Airbnb have recently been on the BBC Watchdog programme in the UK for allowing then not removing scammers from the website. Please keep us posted as the Airbnb "guarantee" is the reason most of us use this site. Good luck!
Sarah
I have posted about 60 pictures on the resolution center, I believe the French community Manager on Facebook hates me, but I don't have a Twitter account. Thank you for your advice Fiona. I will keep you updated
Serafina (
Serafina)
I can still see her profile on my app. Her other guest review raised red flags about noise.
Zaza & Kevin
This is every host's nightmare. This is when Airbnb has to show us that it's living up to its self image of a caring, hospitable company. Please escalate the issue:
chip (@) airbedandbreakfast • com
Head of Global Hospitality and Strategy for Airbnb
[Before sending please edit the address to remove spaces and insert full stops in the correct places.]
_
Kevin
Sarah
Thanks a lot, I will
Anastasia
Take pictures of all the damage and get estimates for everything state your price and stick to it........... I had a guest ruin my marble bathroom floor and airbnb sent me the money to have it refinished.
Sarah
Thank you. How long have you been waiting for?
Jessa
publish the pics on the airbnb facebook site, keep them coming, one for each hour that passes
and tweet and all of that... they've been promising hosts to improve in these situations so hope they are... the airbnb open is in paris and they can't risk a destroyed Parisian apartment, so as awful as this is, I believe you stand great chances at getting taken seriously. How awful though!
Nadeen
Just read the review...this girl is awful!!!! Please pursue it, you have a lot of support from all of us. Disgusting person.
Sarah
Thank you a very much everyone for your nice words and support. I have posted my first tweet @ ________ as well as many facebook post. I hope they will answer.
Ernest (
josh)
This is the exact kind of topic that hosts may lose the ability to share and counsel one another about when the new "community forums" begin and all threads must be Airbnb monitored and/or approved. I think the host community ought to be more insistent that the current groups remain and the forums be untouched by Airbnb employees.
Rosanne
There will always be Gatekeepers (Big Brother) monitoring...
Deborah
Ernest, unfortunately there is no chance that the current groups will be remaining. Sophie did actually post about this on
www.globalhostingforum.com before she posted about it on here. There are benefits of both Airbnb groups and independent groups, and I think that having both gives hosts the most options.
Michele
Oh dear!! So sorry to hear. Please keep us updated.
Andrew
Here's a recent thread dealing with another heavy-damage situation:
www.airbnb.com/groups/41/contents/176450 You'll see from how it plays out that it takes persistence to get Airbnb to deal with this properly. And it also takes knowing the email address of someone who outranks CX - as you have above. Email me if this post gets deleted and you need more assistance. Posts like these, which deal with ongoing investigations, do sometimes get deleted by Airbnb staff and there's nothing we as peer moderators can do about it.