Leanne Duff, a resident of Plymouth, Devon, has been left feeling "violated" after her home was wrecked during an Airbnb stay in April. The property, which she rents out when she is away to supplement her income, was left in a state of "carnage" with damage estimated at £25,000.
A Scene of Destruction
Duff, who has been an Airbnb host for seven years and has 200 positive reviews, knew something was wrong when she returned to find a window wide open and sofa cushions strewn in the street. Inside, every room had been damaged, including her 13-year-old son's bedroom.
She described the scene: "Doors had been taken off their hinges and carried upstairs, food from my cupboard had been cooked and thrown at and smeared on the walls, the TV was smashed, my clothes were ripped, all the drawers had been opened and my jewellery had been thrown everywhere."
Among the wreckage, her son's electric guitar had its strings cut and his toys were ripped apart. Despite the destruction, nothing was stolen.
Police Investigation and Airbnb Response
Duff called the police and stayed with her mother while an investigation was carried out. Devon and Cornwall Police said a 17-year-old girl who booked the property was spoken to and given words of advice. However, the matter was filed because it was impossible to prove who among those present caused the damage or how it occurred.
Airbnb said it had removed the teenager who booked the property from its platform and reimbursed Duff for the cost of the damage, including a broken TV. The company emphasized that the minimum age to create an account and book a property is 18, and that hosts and guests must complete an identity verification process.
"No verification system is foolproof," an Airbnb spokesperson said, "but identity checks across the platform are designed to help users have greater confidence that people on Airbnb are who they say they are."
Moving Forward
Duff said she could not fault Airbnb's handling of her case, but the experience has left her nervous about people's intentions. She has since tightened her vetting process and no longer rents her house for just one night.
"I lost my livelihood for months and they wrecked a family home," she said. "I want to hate the people who did this but I don't because they're just people making stupid decisions and I hope they don't do it to anyone else."
Airbnb reiterated that disruptive parties are banned on its platform and that it has a dedicated 24/7 Neighbour Support line for anyone with concerns about a listing.
