Post by High Priestess on Nov 20, 2015 17:08:53 GMT
Laura shared Nov 19 2015
PLEASE help - house trashed
$1500 damage done by guests, all documented via photos and witnesses, also submitted professional estimates to repair walls, replace damaged dressers, sheets, mattresses, pillows, rugs, towels in private bath, rug in bathroom, and carpet cleaning ( guest took red lipstick and used it on my off white carpet all over the entire house!). Advised air bnb at the VERY beginning of guest abuse (verbal) and that my house was being destroyed while they were here, it started slow and they went crazy with it when they departed (I was at work at that time). Never given the option to evict them without penalties. Did EVERYTHING air bnb asked of me from submitting the request to "guests" which was refused immediately by them along with NO denial that they did it, continued on with the representative who then told me I had to speak to a different team at air bnb ( this was now my FOURTH "pass off"). New air bnb individual says they need documentation. I email that I provided it and asked if he could access or if I needed to start from the beginning (I had A LOT of evidence so this was weeks worth of work), I also requested a number to call. The representative, Jake, said they have no number to contact them, that they would only offer " fair market value " ( items are new and only 4 months old), and asked for additional/actual proof of original costs of the destroyed items. I searched emails and the web to find this after I told Jake I didn't have this information readily accessible/available. No response. I email again 6 days later with everything ready and ask him if what I have is what air bnb needs, no response. Air bnb appears to have closed the claim...... Wow, just wow. This is a huge hit for my family. I continue to receive no response or resolution on this matter I will take suggestions on how to proceed. I am sad this happened, hurt b/c I adored the ppl (before this guest), and financial burdened during holiday with a young child who will not get the one she deserves b/c I'm left on my own to clean up the mess and have been abandoned by air bnb. I could have put an ad on CL and had a better result and less fees. #airbnb #disgusted #waytonotbehuman #thankyouforruiningachildsholidays
Clare (clare)
Wow! What a nightmare! I'll let more experienced hosts give you more detailed advice, but I also would go to @airbnbhelp on twitter. While you don't get a lot of space to tell your story, you can still write something like "Guest trashed my place and no help from Airbnb!!" It's public so they respond right away. They will ask you to DM (direct mail) the details and they should respond pretty quickly. Other hosts know how to contact Chip Conley who is a big wig at Airbnb and have gotten results from him. Good Luck! I look forward to hearing other hosts' responses.
Laura
Clare, THANK YOU, means the world that you responded with advice. Felt very alone and powerless. I will do exactly what you said and await further advise from other hosts as well. Thank you for your kindness.
Nic and Rach
WOW ! what a mess how long ago has this happened ? Will your insurance cover it? Have you file a claim ? We are sorry that it happened to you. But if you need to contact the Big Boys here are their E-mail address as follows'' (email hidden) , (email hidden), and Chip,(email hidden) Good luck
Raymond & Elaine
It's all been blocked out. Can you repost please adding 'at' and 'dot' etc so it comes up clearly.
Laura
Hello Nic and Each, this happened approx 4 weeks ago. Insurance will not cover it b/c of a clause showing this as business related ( unfortunately I did not know this - similar to uber and needing to tell your insurance company you vehicle needs coverage under " business " not " personal use "), I filled a claim with air bnb and the result is not encouraging as you can see from above. I would love to contact the above email addresses however they are hidden. If you could re-post adding ''at' and 'dot' per Raymond and Elaine's suggestion that would be wonderful. Thank you for all the support and assistance, I am grateful for the care and consideration shown in everyone's comments!
Deb and Dave
Please keep us updated!
Laura
I will, every step of t the way! I'm hopeful the story will have a happy ending, however if not I would prefer other guests know how to protect themselves moving forward (At least).
Mary
Oh my god I'm so sorry to hear this. Suddenly I'm afraid to host anyone. I would call the Attorney General in your state and put in a complaint about Airbnb not responding. You'd be surprised the business matters that they follow up on and regulate
Laura
Hello Mary- yes that's (sadly) how I'm feeling about hosting now I DO NOT want another host to go through this either. It was so bad the first day with guests husband yelling at me I took my family to a friend's house and we stayed on their couch. I let air bnb know right away and still wasn't allowed to cancel the reservation. I kept hoping things would calm, that maybe they were over tired from their travels, normal issues that could make a guest (possibly) behave badly. I was SO wrong and am paying dearly for it. I AM going to do what you said and see if the AG can assist! Thank you!!
Raymond & Elaine
How could this happen , you were rentng out a private room in the house you live in not an entire house? I hope you get your compensation it's an awful thing to happen. I hope too that your post serves to warn others of certain actions to take before it gets this far. House rules: you have only one "Courteous behavior, please. Treat my home like it's yours!" I don't remember how many times I have told hosts that this is probably one of the worst house rule you can have. Strict, clear rules set out in a language which says "You'll pay if you break them". You have no Security Deposit, why not ? Your place is over 100 per night so a security depositof 300-500 is not excessive and would have at least covered a little of the damage caused. I have posted a few links for you and others new hosts to read, preferably before beginning to host as a preparation to hosting. I wish all these bad posts could be found in one place to warn others that sometimes with research on the airbnb help sites and forums incidents like these are not so rare but sometimes could have been avoided with careful vetting of guests up front.
globalhosting.freeforums.net/thread/456/tips-new-hosts globalhosting.freeforums.net/thread/455/red-flags-hosts globalhosting.freeforums.net/thread/460/guests-inquiring-stay-screening globalhosting.freeforums.net/thread/39/doormat-syndrome-post-andrew globalhosting.freeforums.net/thread/366/house-rules-long-comprehensive
Laura:
Hi Raymond and Elaine, brilliant idea on the rules! I suppose b/c I would NEVER think to behave in this manner and because I believed air bnb vetted the hosts and guests, that something beyond those rules wouldn't be needed. Regarding the security deposit I felt as though that was one of the reasons guests choose air bnb - so as NOT to have $500 "held" on their credit card when they are a good guest. I have been through that and faces the embarrassment of a CC decline when I knew I had plenty of $ only to find out about the hold. So I believed this would scare away potential guests. I understand the importance now ( late, I know). As for his it happened even though the guest was " renting " a room - 1. I am away much of the time ( a benifit for most guests) 2. They shut their doors and I respect privacy so I didn't enter 3. When they "checked out" I was gone already and this is when I believe most of the damage happened 4. I'm embarrassed to say so but I believe the best about ppl and I guess I shouldn't in certain situations. Also these "guests" were HOSTS on air bnb!!! Everything looked legitimate. I appreciate EVERYTHING you shared. If I continue hosting I am all over all of your suggestions. You are wonderful! -Laura
Deborah
It's been my mission for quite some time now to help open new hosts' eyes to the fact that (1) AIrbnb does NOT vet guests, and (2) Many egregious cases of very bad guests and guests damages occur. See here for a whole collection of posts (eg the "bad Posts" Raymond and Elaine are referring to) about egregious cases of crimes and damages with guests. I try to post here everything I find to keep hosts appraised of their risks and hence the need for strict rules and strong oversight of their properties: globalhosting.freeforums.net/board/49/crimes-assaults-egregious-problems-guests
Maxine
OMG - really sorry this happened to you - and very disappointed that airbnb abandoned you. Very poor show.
Now you have all the evidence I assume you will file a police report as you have guest names and location - make it a police matter.
Deborah (High Priestess)
Sorry to hear of your traumatic experience, Tobias and Laura. For you and all reading this -- if guests start to intentionally vandalize your house, you absolutely evict them on the spot. You don't need Airbnb to authorize this -- you just do it. Airbnb has unfortunately not been responding well to some of the more egregious situations hosts have faced -- or it takes them time to finally come to the appropriate response -- so we as hosts have to consider that we may be required to deal with whatever arises in our homes, by ourselves. WHich means that we all need a plan when things go badly awry. Evicting guests immediately when quite egregious behavior occurs, is important. Hosts just cannot be expected to sit idly by and watch guests gradually destroy their homes. In the case of intentional destruction, Police should be called as well, at least for a report, if not to help evict the criminals. And people who intentionally vandalize a place are criminals.
If you want reimbursement from Airbnb's Host Guarantee, which covers criminal damage, you do need a Police report, because there needs to be some evidence that a crime has been committed. So anyone reading this, who ever experiences intentional vandalism by guests, please make sure you call the police and get a full police report of the damage.
Laura:
Maxine! Wow, duh on my part! A police report. I am doing so asap. Thank you for the support and care shown. Everyone here has lightened my heart with the outpouring of support and assistance. I do not have words enough to thank you all!!
Deborah you are spot on and correct. I should have evicted them and done a police report. If the ONLY good that comes off this is other hosts having the guidance to know what to do moving forward... Well, I will accept such. I am however filling that police report immediately. THANK YOU for the advice, assistance, and for your help.
Laura:
Maxine! Wow, duh on my part! A police report. I am doing so asap. Thank you for the support and care shown. Everyone here has lightened my heart with the outpouring of support and assistance. I do not have words enough to thank you all!!
Mary
I also rent rooms two people in my area that go to the college next to me. But I had a couple of Craigslist, one who decided he was going to stay after I told him he had to leave because of being drunk in his room constantly. He blatantly told me he wasn't going anywhere. I gave him his money called the police and the police said this was my problem. Not to be a vigilante, but I had a couple of my goons come over and remove it. Once the police don't help it's time to turn to a friend
Jessa
so sorry you are going through this. Airbnb Host Protection is not an insurance even though airbnb at least used to brag about the 1mil coverage in ways that made/make us feel like we're backed up. Hence getting extra coverage from a real insurer is always a good idea. Tweet, Facebook page, mail Chip, post pictures of damages to the airbnb facebook wall, twitter feed, do it like a stalker, awful I know but it's what seems to work. Best of luck!
Mary
Social media is the best defense, I agree
Mary
Good luck with the police doing any vixion. In the state of Pennsylvania they have 90 days to live there for free if you start the eviction process. Also if you google, squatter in Airbnb rental, you will see that this person has become a nightmare and not moved out. We are all taking a risk being on here, but I took a risk even renting to people on Craigslist
Jeannette
^ What Mary said. You are on your own with squatters, and you need a "couple guys" to handle the removal.
PLEASE help - house trashed
$1500 damage done by guests, all documented via photos and witnesses, also submitted professional estimates to repair walls, replace damaged dressers, sheets, mattresses, pillows, rugs, towels in private bath, rug in bathroom, and carpet cleaning ( guest took red lipstick and used it on my off white carpet all over the entire house!). Advised air bnb at the VERY beginning of guest abuse (verbal) and that my house was being destroyed while they were here, it started slow and they went crazy with it when they departed (I was at work at that time). Never given the option to evict them without penalties. Did EVERYTHING air bnb asked of me from submitting the request to "guests" which was refused immediately by them along with NO denial that they did it, continued on with the representative who then told me I had to speak to a different team at air bnb ( this was now my FOURTH "pass off"). New air bnb individual says they need documentation. I email that I provided it and asked if he could access or if I needed to start from the beginning (I had A LOT of evidence so this was weeks worth of work), I also requested a number to call. The representative, Jake, said they have no number to contact them, that they would only offer " fair market value " ( items are new and only 4 months old), and asked for additional/actual proof of original costs of the destroyed items. I searched emails and the web to find this after I told Jake I didn't have this information readily accessible/available. No response. I email again 6 days later with everything ready and ask him if what I have is what air bnb needs, no response. Air bnb appears to have closed the claim...... Wow, just wow. This is a huge hit for my family. I continue to receive no response or resolution on this matter I will take suggestions on how to proceed. I am sad this happened, hurt b/c I adored the ppl (before this guest), and financial burdened during holiday with a young child who will not get the one she deserves b/c I'm left on my own to clean up the mess and have been abandoned by air bnb. I could have put an ad on CL and had a better result and less fees. #airbnb #disgusted #waytonotbehuman #thankyouforruiningachildsholidays
Clare (clare)
Wow! What a nightmare! I'll let more experienced hosts give you more detailed advice, but I also would go to @airbnbhelp on twitter. While you don't get a lot of space to tell your story, you can still write something like "Guest trashed my place and no help from Airbnb!!" It's public so they respond right away. They will ask you to DM (direct mail) the details and they should respond pretty quickly. Other hosts know how to contact Chip Conley who is a big wig at Airbnb and have gotten results from him. Good Luck! I look forward to hearing other hosts' responses.
Laura
Clare, THANK YOU, means the world that you responded with advice. Felt very alone and powerless. I will do exactly what you said and await further advise from other hosts as well. Thank you for your kindness.
Nic and Rach
WOW ! what a mess how long ago has this happened ? Will your insurance cover it? Have you file a claim ? We are sorry that it happened to you. But if you need to contact the Big Boys here are their E-mail address as follows'' (email hidden) , (email hidden), and Chip,(email hidden) Good luck
Raymond & Elaine
It's all been blocked out. Can you repost please adding 'at' and 'dot' etc so it comes up clearly.
Laura
Hello Nic and Each, this happened approx 4 weeks ago. Insurance will not cover it b/c of a clause showing this as business related ( unfortunately I did not know this - similar to uber and needing to tell your insurance company you vehicle needs coverage under " business " not " personal use "), I filled a claim with air bnb and the result is not encouraging as you can see from above. I would love to contact the above email addresses however they are hidden. If you could re-post adding ''at' and 'dot' per Raymond and Elaine's suggestion that would be wonderful. Thank you for all the support and assistance, I am grateful for the care and consideration shown in everyone's comments!
Deb and Dave
Please keep us updated!
Laura
I will, every step of t the way! I'm hopeful the story will have a happy ending, however if not I would prefer other guests know how to protect themselves moving forward (At least).
Mary
Oh my god I'm so sorry to hear this. Suddenly I'm afraid to host anyone. I would call the Attorney General in your state and put in a complaint about Airbnb not responding. You'd be surprised the business matters that they follow up on and regulate
Laura
Hello Mary- yes that's (sadly) how I'm feeling about hosting now I DO NOT want another host to go through this either. It was so bad the first day with guests husband yelling at me I took my family to a friend's house and we stayed on their couch. I let air bnb know right away and still wasn't allowed to cancel the reservation. I kept hoping things would calm, that maybe they were over tired from their travels, normal issues that could make a guest (possibly) behave badly. I was SO wrong and am paying dearly for it. I AM going to do what you said and see if the AG can assist! Thank you!!
Raymond & Elaine
How could this happen , you were rentng out a private room in the house you live in not an entire house? I hope you get your compensation it's an awful thing to happen. I hope too that your post serves to warn others of certain actions to take before it gets this far. House rules: you have only one "Courteous behavior, please. Treat my home like it's yours!" I don't remember how many times I have told hosts that this is probably one of the worst house rule you can have. Strict, clear rules set out in a language which says "You'll pay if you break them". You have no Security Deposit, why not ? Your place is over 100 per night so a security depositof 300-500 is not excessive and would have at least covered a little of the damage caused. I have posted a few links for you and others new hosts to read, preferably before beginning to host as a preparation to hosting. I wish all these bad posts could be found in one place to warn others that sometimes with research on the airbnb help sites and forums incidents like these are not so rare but sometimes could have been avoided with careful vetting of guests up front.
globalhosting.freeforums.net/thread/456/tips-new-hosts globalhosting.freeforums.net/thread/455/red-flags-hosts globalhosting.freeforums.net/thread/460/guests-inquiring-stay-screening globalhosting.freeforums.net/thread/39/doormat-syndrome-post-andrew globalhosting.freeforums.net/thread/366/house-rules-long-comprehensive
Laura:
Hi Raymond and Elaine, brilliant idea on the rules! I suppose b/c I would NEVER think to behave in this manner and because I believed air bnb vetted the hosts and guests, that something beyond those rules wouldn't be needed. Regarding the security deposit I felt as though that was one of the reasons guests choose air bnb - so as NOT to have $500 "held" on their credit card when they are a good guest. I have been through that and faces the embarrassment of a CC decline when I knew I had plenty of $ only to find out about the hold. So I believed this would scare away potential guests. I understand the importance now ( late, I know). As for his it happened even though the guest was " renting " a room - 1. I am away much of the time ( a benifit for most guests) 2. They shut their doors and I respect privacy so I didn't enter 3. When they "checked out" I was gone already and this is when I believe most of the damage happened 4. I'm embarrassed to say so but I believe the best about ppl and I guess I shouldn't in certain situations. Also these "guests" were HOSTS on air bnb!!! Everything looked legitimate. I appreciate EVERYTHING you shared. If I continue hosting I am all over all of your suggestions. You are wonderful! -Laura
Deborah
It's been my mission for quite some time now to help open new hosts' eyes to the fact that (1) AIrbnb does NOT vet guests, and (2) Many egregious cases of very bad guests and guests damages occur. See here for a whole collection of posts (eg the "bad Posts" Raymond and Elaine are referring to) about egregious cases of crimes and damages with guests. I try to post here everything I find to keep hosts appraised of their risks and hence the need for strict rules and strong oversight of their properties: globalhosting.freeforums.net/board/49/crimes-assaults-egregious-problems-guests
Maxine
OMG - really sorry this happened to you - and very disappointed that airbnb abandoned you. Very poor show.
Now you have all the evidence I assume you will file a police report as you have guest names and location - make it a police matter.
Deborah (High Priestess)
Sorry to hear of your traumatic experience, Tobias and Laura. For you and all reading this -- if guests start to intentionally vandalize your house, you absolutely evict them on the spot. You don't need Airbnb to authorize this -- you just do it. Airbnb has unfortunately not been responding well to some of the more egregious situations hosts have faced -- or it takes them time to finally come to the appropriate response -- so we as hosts have to consider that we may be required to deal with whatever arises in our homes, by ourselves. WHich means that we all need a plan when things go badly awry. Evicting guests immediately when quite egregious behavior occurs, is important. Hosts just cannot be expected to sit idly by and watch guests gradually destroy their homes. In the case of intentional destruction, Police should be called as well, at least for a report, if not to help evict the criminals. And people who intentionally vandalize a place are criminals.
If you want reimbursement from Airbnb's Host Guarantee, which covers criminal damage, you do need a Police report, because there needs to be some evidence that a crime has been committed. So anyone reading this, who ever experiences intentional vandalism by guests, please make sure you call the police and get a full police report of the damage.
Laura:
Maxine! Wow, duh on my part! A police report. I am doing so asap. Thank you for the support and care shown. Everyone here has lightened my heart with the outpouring of support and assistance. I do not have words enough to thank you all!!
Deborah you are spot on and correct. I should have evicted them and done a police report. If the ONLY good that comes off this is other hosts having the guidance to know what to do moving forward... Well, I will accept such. I am however filling that police report immediately. THANK YOU for the advice, assistance, and for your help.
Laura:
Maxine! Wow, duh on my part! A police report. I am doing so asap. Thank you for the support and care shown. Everyone here has lightened my heart with the outpouring of support and assistance. I do not have words enough to thank you all!!
Mary
I also rent rooms two people in my area that go to the college next to me. But I had a couple of Craigslist, one who decided he was going to stay after I told him he had to leave because of being drunk in his room constantly. He blatantly told me he wasn't going anywhere. I gave him his money called the police and the police said this was my problem. Not to be a vigilante, but I had a couple of my goons come over and remove it. Once the police don't help it's time to turn to a friend
Jessa
so sorry you are going through this. Airbnb Host Protection is not an insurance even though airbnb at least used to brag about the 1mil coverage in ways that made/make us feel like we're backed up. Hence getting extra coverage from a real insurer is always a good idea. Tweet, Facebook page, mail Chip, post pictures of damages to the airbnb facebook wall, twitter feed, do it like a stalker, awful I know but it's what seems to work. Best of luck!
Mary
Social media is the best defense, I agree
Mary
Good luck with the police doing any vixion. In the state of Pennsylvania they have 90 days to live there for free if you start the eviction process. Also if you google, squatter in Airbnb rental, you will see that this person has become a nightmare and not moved out. We are all taking a risk being on here, but I took a risk even renting to people on Craigslist
Jeannette
^ What Mary said. You are on your own with squatters, and you need a "couple guys" to handle the removal.