Every STRs worst nightmare...need advice on what to do!

Every STRs worst nightmare...need advice on what to do!

Investor · Omaha, NE · Member since 2017 · 87 posts · 81 votes

I want to preface this by saying we've been Airbnb hosts for almost 2 years, and this is the first time we have had a huge problem like this.  

For the past two nights we have had people staying in our basement which is a mother-in-law apartment below our primary residence with its own separate entrance.  The guests are from Omaha, which made me suspicious already.  We smelled cigarette and weed smoke on the first night despite our clear no smoking indoors/no illegal drugs rule, and our messages asking them to please refrain from smoking indoors had gone unanswered.  We called Airbnb to see if we could get them out early. Airbnb said we had to have proof they were smoking, and that we had to physically go talk to them before Airbnb would step in. So we went down and talked to them, explaining that the smoke goes up through the vents and bothers us and our other guests, which is why we have a no smoking rule.  We video taped the conversation where he had admitted to smoking and said it wouldn't happen again (I didn't even bring up the weed issue)

At 2 AM, sure enough cig/weed smoke drifts up through the vents.  We had already sent Airbnb the video, and were planning on taking picture of what we found (we were assuming we would find evidence of cig butts in the trash) and we were going to charge them an extra $200 for cleaning, and the fact that we had to block the next day in order to clean everything.  In the grand scheme of things, not a huge deal. 

HOWEVER, my wife went downstairs to begin cleaning the property and take pictures of the evidence of smoking...and instead finds evidence that these guys were cooking METH.  Burnt tupperware containers with a white powdery residue and empty spray paint cans.  I am not a meth expert, but after doing some googling I am pretty sure that is what they were doing.

The guy we spoke to at Airbnb is of course out of the office until tomorrow, so they are refusing to do anything until he comes back.  

In the meantime, should we file a police report? Can the police test for meth in the walls? If we file a police report will we face any repercussions or will it "brand our house"?

Any advice would be appreciated! Thanks

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Real Estate Agent · Sevierville, TN · Member since 2015 · 1k+ posts · 1k+ votes
8y

@Jenessa NeSmith I fully support the decision to get the police involved, and am appalled that AirBNB encouraged you to not contact them!  Seriously, you may want to go to the media with that, that's an incredibly dangerous position for AirBNB to take - for you, other hosts, and for them as a company.  

I would hope the police can track these people down using their identification they had to supply to AirBNB in order to make the reservation.  

Good call with getting the additional security and making your instant booking more stringent.  And I imagine in general you'll turn down future requests from locals - I've heard more than one story about local guests being the worst (though yours takes the cake!).  

I hope your next booking goes incredibly well and helps you shake off some of the nerves this brought!

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  • ft lauderdale, FL · Member since 2018 · 15 posts · 3 votes
    8y

    If you must do the cleanup without the help of a contractor, here are some steps to follow.

    Air out the property. After a lab is seized by law enforcement officials, professionals trained to handle hazardous materials are generally called in to remove lab wastes and bulk chemicals. During this removal, every effort is made to air out the property for the safety of the removal crew. For security reasons, the property is usually closed after they leave. This short-term airing-out may not be enough to clear out all the contaminants from the air inside the home. Be sure the property has been aired out for several days before entering it to clean. After the initial airing out, good ventilation should continue until the cleanup is finished.Spilled chemicals and supplies may have contaminated non-lab equipment. Items that are visibly contaminated should be removed from the property and taken to a landfill. Do not set the items out at the curb for trash pickup since many times people do rummage through trash. (For assistance in locating the nearest landfill, call the DEQ local office listed in your telephone book.)
    If you find suspicious containers or chemicals, do not attempt to handle them yourself. Leave the area and call local law enforcement or the fire department. Some items may have been overlooked in the search of the property by law enforcement or the cleanup contractor.To help the volatilization or evaporation of some chemicals, close the windows and doors and raise the heat setting on the furnace before you begin cleaning and leave the property. Do not use a space heater or open flame heating device to heat the property. This may raise the heat to about 90 degrees for several days. (During the summer you may just turn off the air conditioning, close the windows and doors and leave the property.) After several days, begin the cleaning process with all the windows open and the heat turned off until the furnace filters are replaced. Surfaces such as walls, counters, floors and ceilings can hold contamination from the lab, especially where the preparation and cooking took place or chemicals were stored. Cleaning these areas is very important because future tenants may come in contact with those surfaces during cooking or playing.

    If a surface has visible contamination or staining, complete removal or replacement of the surface is recommended. This could include removal or replacement of wallboard, floor coverings or counters. If this is not possible, intensive cleaning, followed by a physical barrier such as paint, linoleum, or epoxy should be used. These areas should be monitored and the barrier maintained.Normal household cleaning products and procedures should remove the remainder of the contamination. Be very careful in the use of bleach since hydrochloric acid, sulfuric acid, or other types of acid may react with the bleach and cause dangerous vapors to form. Don't forget to wear gloves and protective clothing such as long sleeves and pants, as well as eye protection. Respirators that offer protection against vapors are recommended. The ventilation system should also be cleaned and new furnace filters installed. All gloves, rags and clothing that are in contact with contamination (even shoes) should be removed before leaving the house and disposed of with the other household items that require disposal.Next, air the building out for a few days to allow any remaining volatiles to escape. During this time, the property should stay vacant.The property should then be checked for odors or staining on walls or sinks etc. and recleaned if necessary. Absorbent materials such as carpeting, drapes, clothing etc. can accumulate vapors during the meth preparation. These materials should be disposed of properly, especially if staining and odors are present.

    Special cleaning areas

    Ventilation systems (heating and air conditioning) tend to collect fumes and dust and redistribute them throughout a home. The ducts, ductwork, filters and even walls and ceilings near the ductwork can be contaminated. Replace all of the air filters in the system, open and clean vents, clean the surfaces near system inlets and clean the system's ductwork.Plumbing may be contaminated from waste products being poured into drains or stools. These waste products can collect in the drains, traps and septic tanks and give off fumes.
    If a strong chemical odor comes from household plumbing, do not attempt to clean the drains yourself. Call a plumber and explain the situation. If you suspect the septic system or yard may be contaminated, contact the local DEQ office for guidance.

    Should testing be done after cleanup?

    If you are concerned about any of the remaining contamination, after cleaning your residence or rental property, or if your property still has an odor, visible staining, or causes physical irritation to those exposed, it is advisable to have the property tested for chemical residues. Sampling is an expensive option but may provide peace of mind for property owners and families. You may want to contact your insurance carrier for advice and assistance.

    Remember these steps to cleaning a former meth property:

    1. Determine if the property was used for meth production.2. Air out the property before and during cleanup.3. Before entering the property to clean, put on personal protective equipment such as gloves, protective clothing, and eye protection. Respirators that offer protection against vapors are recommended.

    4. Remove all unnecessary items and dispose of them properly.

    5. Remove all visibly contaminated items or items that have an odor.

    6. Clean all surfaces using proper household cleaning methods and proper personal protection.

    7. Clean the ventilation system.

    8. Leave plumbing cleanup to the experts.

    9. Air out the property for three to five days.

    10. If odor or staining remains, have your home evaluated by a professional.

    11. Dispose of clothing, gloves, brushes and rags used during the cleaning process.

    12. Review additional guidance on personal decontamination provided by local law enforcement.

  • Investor · Omaha, NE · Member since 2017 · 87 posts · 81 votes
    8y
    Ok, thanks everyone for all the advice and useful information. For those you that are following along, here are some updates :) Tips for hosts: apparently you have to explicitly state in your house rules that the guest agrees to that no smoking means no smoking anything. Luckily we had just recently changed ours from “no smoking” to “no smoking, no underage drinking, and no use of any illegal drugs of any kind”, but otherwise Airbnb wouldn’t even consider covering us. I talked to the narcotics department this morning, and the officer on our case said that based on the time frame and evidence they found on the scene, the guests were only smoking meth and not manufacturing it. I am still going to test the area with a kit myself for piece of mind, but the local expert on the issues says I don’t need to worry about contamination as long as I have thoroughly cleaned all the surfaces in the house. So that’s a relief. Airbnb still hasn’t contacted us back after we sent all the photo evidence and the police report number. Last time we spoke with a representative he told us the only way to get any money back from the guest is to file it through the resolution center, and our argument was that we don’t want the guest to know that we snitched on him and don’t want to ask a meth head that knows where we live for money. I don’t know if the $500 or so we would get from him would be worth the anxiety. We are getting a security system installed Wednesday and I am purchasing a gun, so maybe I will feel more confident about confronting him once I have these protections in place. I am hoping Airbnb will cover us under their host guarantee without making us go through the resolution center, but there is a lot of red tape with that so I am not holding my breath. We have STR Insurance but the deductible is 1,000 so wouldn’t be much help. I also hope that Airbnb will ban this guest from the platform so that this doesn’t happen to another host. I have a suspicion that even if they didn’t cook the meth at our place, they are cooking at other airbnbs in our area. So right now, damage is around $500, and we will probably end up just cutting our losses. I am glad that they didn’t do more extensive damage than that, but this whole process has been emotionally draining and made me consider giving up on Airbnb completely as they have demonstrated they don’t really care about their hosts safety. It could have definitely been a lot worse.
  • Investor · Post Falls, ID · Member since 2016 · 606 posts · 699 votes
    8y
    Originally posted by @Paul Sandhu:

    https://www.epa.gov/sites/production/files/documen...

    That person that said painting the walls with kilz was bad advice, was giving you bad advice.

    Paul, thanks for the link.  I saved the PDF in my Landlording file. 

    Sounds like the most important thing is VENTILATION and detergent and water wash of walls and ceilings.

    Those flat microfiber mops that look like re-usable Swifters are great for washing walls and ceilings.  You can clip or rubber band rags to the mop heads, so you can change your mop heads frequently.

    Avoid local AirBnBers and those who book at the last minute.

  • Real Estate Investor & Consultant · Los Angeles, CA · Member since 2016 · 620 posts · 386 votes
    8y

    @Jenessa NeSmith I have a hosting question for you. This guest, did they already have any reviews on Airbnb?

    Interested to know if they did or didn't, as if they did not, there could be a lesson there. 

    If I were you, after fixing everything, focus on the lessons, and how to avoid this type of situation in the future. Lose the battle but do not lose the lesson(s).

    All the best!

    sjw

  • Investor · Omaha, NE · Member since 2017 · 87 posts · 81 votes
    8y

    @Shawn Ward  The guest didn't have any other reviews on Airbnb.  Airbnb really encourages instant book and rewards hosts that use it by putting them higher up in the search rankings, so we opted to keep instant book on.  We've had many other guests without any reviews over the two years we have been hosting, and up until now they have been amazing, clean, and respectful.  Unfortunately you know what they say about one bad apple...

    Lessons learned: We have turned off instant book for guests who do not have reviews.  This way we can look at the person's profile and choose to accept or not, and will err on the side of caution if we have a gut feeling that a guest may not be a good fit.  We will no longer be accepting reservations from people from Omaha.  

  • Real Estate Investor & Consultant · Los Angeles, CA · Member since 2016 · 620 posts · 386 votes
    8y

    @Jenessa NeSmith yep. I figured as much. 

    In addition to turning Instant Book off, I'd not rent to anyone without positive reviews. Not worth it. I've done it for years. 

    All the best!

    sjw

  • Rental Property Investor · Hartford, CT · Member since 2017 · 168 posts · 163 votes
    8y

    @Jenessa NeSmith Wow, what an incredibly horrible situation to have found yourself in. 

    I have done Airbnb for years and never had anything come close, but I would not hesitate to go through the resolution center. I had to do it once when someone "lost" my key, and he brought over a prostitute. He gave me push back about paying for the lock change, but ultimately, he had to pay it. 

    As for the meth heads retaliating if you charge them for damage fees, I see how this could cause anxiety, but with your added security, and with the police already involved, I doubt they would try anything. Meth heads just want to get high, they are not the mexican cartels. I would also leave them horrible review, so no one else will host them.

    Glad you raised your price. I think that that is one thing that weeds out people who just want to trash someone's place. Hopefully you don't have any more situations like this in the future!

  • Real Estate Agent · Sevierville, TN · Member since 2015 · 1k+ posts · 1k+ votes
    8y
    Originally posted by @Jenessa NeSmith:

    Tips for hosts: apparently you have to explicitly state in your house rules that the guest agrees to that no smoking means no smoking anything. Luckily we had just recently changed ours from “no smoking” to “no smoking, no underage drinking, and no use of any illegal drugs of any kind”, but otherwise Airbnb wouldn’t even consider covering us.

    That is some serious B.S. especially when the "smoking" in question was unquestionably illegal!  But thank you for the tip, I've now updated my rules to reflect this.

    Definitely the right choice to tighten your requirements for instant booking.  I require gov't ID, recommendations from other hosts, and information about the trip before someone can instant book with me.  I'm sure it helps weed out some bad apples.

    I'm glad the damage seems relatively minimal compared to what it could have been!  $500 sucks a lot but based on some of the other stories in this thread, it seems like you got off easier than most.  I totally understand being spooked, and I think you're doing the right thing by tightening your security, but I do believe you'll come out the other side of this without a problem :) 

  • Investor · Omaha, NE · Member since 2017 · 87 posts · 81 votes
    8y

    Alright, so there is a happy ending...after speaking with a number of different Airbnb representatives I finally got to talk to a supervisor's supervisor.  They are refunding all of the money but not going through the resolution center to ask the guest for it.  I have been told that he is going to be banned from the platform, and assured that my name won't come up as the reason why. 

    It took a little bit, but glad Airbnb ended up doing the right thing. 

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