{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"","title":"EP145: When Your Guests Throw a Frat Party at Your Airbnb","description":"Everyone loves a good party… Unless of course, that party happens in your Airbnb without your knowledge or consent!
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\nWe all hope that our guests will be respectful of our possessions and our space, and the vast majority of Airbnb users are good people who do just that. But every now and then a bad apple comes along, and it is a good idea to be aware of Airbnb’s resolution process and think through how you might handle a negative situation should it ever arise.
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\nAlice is an Airbnb Superhost who manages Talon Resort, a private mountain home in Tennessee, and lives there when it is not booked. After a weekend rental that was supposed to be for five people, she returned to find evidence that a keg party had taken place in her home. Worse yet, several of her possessions were missing.
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\nListen in as Alice shares her story and offers advice regarding how to handle such difficult situations in a professional manner – and better yet, how to spot the warning signs in advance and avoid a problem altogether!
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\nTopics Covered
\nAlice’s Airbnb standing
\n•\tManages four properties
\n•\tSuperhost status
\n•\tLives at private mountain home in Tennessee when not booked
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\nAlice’s communication with guest prior to stay
\n•\tGuest was polite, planned ‘relaxing weekend in mountains’
\n•\tAlice accepted two-night booking for five people despite lack of reviews
\n•\tShe intended to meet guest at afternoon check-in
\n•\tGuest altered arrival time to 11pm at the last minute
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\nWhat Alice discovered upon return
\n•\tIn breach of house rule, wood stove was used
\n•\tMink stole missing from closet
\n•\tBedspread, blanket and bottle of Sam Adams Utopias also missing
\n•\tShattered glass in bedroom, on porch and in yard
\n•\tBullet holes indicated that guests had destroyed stemware with pellet gun
\n•\tBloodstains in closet, vomit in every bathroom and outside
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\nEvidence of alcohol consumed
\n•\t177 used Solo cups
\n•\t168 empty beer cans
\n•\t5 empty bottles of wine
\n•\t3 empty handles of liquor
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\nThe guest’s response when confronted
\n•\tDidn’t take responsibility
\n•\tMaintained that only five people were on property
\n•\tDenied having taken any items
\n•\tSuggested that glass bottle dropping out of trash bag caused debris in yard
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\nHow Alice responded
\n•\tCalled Airbnb right away
\n•\tCustomer service agent advised her to call police
\n•\tInitiated Airbnb resolution process
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\nAirbnb’s resolution process
\n•\tMust report dispute before arrival of next guest
\n•\tHost submits request for specific amount of money
\n•\tGuest has three days to…
\n•\tApprove and send payment
\n•\tDecline with explanation
\n•\tNegotiate via dialogue
\n•\tIf guest fails to respond, Airbnb gets involved
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\nAlice’s experience with the Resolution Center to date
\n•\tSent request for return of stolen items and $685
\n•\tGuest failed to respond
\n•\tAlice had to write additional report and get estimates of damage
\n•\tAfter three weeks, she has yet to hear from Trust and Safety Department
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\nWhat Alice is doing differently to prevent future incidents
\n•\tNo remote check-in
\n•\tPhoto of guest’s government ID
\n•\tHigher security deposit
\n•\tQualifiers added to house rules (e.g.: no shooting of any kind)
\n•\tNo alcohol left out moving forward
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\nWarning signs Alice noticed in retrospect
\n•\tNo bio on profile
\n•\tChange in check-in time to avoid meeting
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\nAlice’s advice regarding how to handle similar situations
\n•\tBe sure to document with before/after photos
\n•\tPay attention to detail
\n•\tStay calm and organized
\n•\tCommunicate with guests through Airbnb site
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\nResources
","author_name":"Freewyld Foundry"}