I have been a superhost for 7 years. I mostly have run my airbnb from my personal home room by room as a way to help pay the bills. Because of this model I have had no issues with parties. I have had a few issues with some random individuals but nothing major. Airbnb has been very very helpful to me in this way.However, I recently opened a second home two doors down the street from where i live. Same model room by room not full house. The first booking I get is a dude expecting the whole place to himself for the price of a room. I offered a full refund to the man in order for him to simply leave, he turned it down and said it was fine. I have one long term tenant in one of the rooms so far from another source but nothing else. several days go by and this guest leaves. He didnt respond to any of my messages during the time. His last night there the other tenant who has signed a long term lease asks me if i can talk to them about how late theyve been staying up with their friends and loud music till 3 am. the next morning I go and the whole place is a mess. one of my beds was broken in half, floors damaged etc Since this was a place i was still setting up I unfortunately didnt have my exterior cameras set up yet.The problem with airbnb starts here. On the phone everyone sounds supportive and yes we will help you with costs for damages etc. However on the app. Replies are taking a day or more. They are dismissive and they try to side step responsibility through technicalities that dont apply. For example regarding throwing the party my airbnb support person said "I believe this(the party) is unintentional, and i trust that no guest would want anyone to have a negatvie experience on their stay" and for my damaged floors they tried to make it about foundation shifting and cracking rather than guest damage. It seems the tactic is to try to get me to give up.Airbnb has been very helpful for me. However I am now concerned about the future of my business based on the way they conducted things the moment something went wrong. On one hand i understand too many people probably take advantage and try to get money for random things. On the other I have been a host for a long time with no issues and im being treated like im trying to lie to get money from them.
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