Thank you for sharing your experience Bri, I am so sorry for the way you were treated.
This was a deeply unfortunate miscommunication on several levels, and regrettable that I was not actually on site to see what exactly happened, all I have is the email Bri sent me and what my neighbors have told me.
Bri is correct that I didn't directly tell the neighbors that we had renters that weekend, mistake #1! We airbnb the house a couple times a month when we are out of town and don't communicate each trip. The neighbors all know it's just something we do, or so I thought. That day my husband did say goodbye and asked the neighbors to keep an eye on things, not because we have ever been worried or uncomfortable with a renter, but because the neighbor was the one listed on the emergency contact sheet in our house manual. On the night of Bri's arrival I woke up in the middle of the night and saw that there were several messages from my neighbor as well as an email from Bir, (the above note). The first message from my neighbor said that she saw people in the house and wanted to make sure everything was ok. The second one said that she had sent her boyfriend over to check things out and that no one answered the door when he knocked.
Fearing that someone had broken in he went around to look in the windows and saw Bri and her family and knocked on the window and started yelling to get their attention. My neighbors on the other side heard him yelling and called the police.
As soon as I read Bri's email I responded:
I just woke up in the middle of the night and saw this and wanted to get back to you as soon as possible. Bri, I am horrified and so tremendously sorry. That is horrible. I am angry and frustrated on your behalf. And I'm embarrassed. I am also confused because my neighbors know that we rent the house out. First thing in the morning I am going to call and find out what is going on with them. I totally understand your request to check out, I would want to do that as well, and am more then happy to issue you a refund if that is what you would like to do. For some reason I can see your request to change on my text, but when I log in to Airbnb I can't access it. I will call airbnb tomorrow as well to sort that out as well. I doubt this, but I wanted to put it out there, If you don't want to be bothered with moving, I can guarantee you that you will not have any further terrorizing from my neighbors, they actually are decent people and who for some reason didn't put 2 and 2 together tonight. I am so sorry. I hope you and your family are able to get a little sleep tonight. I will connect with you in the morning and get this all sorted and it is my top priority to make sure you are ok and that you have a much nicer time during the rest of your trip to LA.
My deepest apologies,
Bri didn't respond back, just checked out first thing in the morning.
I am still working with airbnb to process a full refund to Bri and I offered to take her and her family out to breakfast, but they declined.
I have always loved hosting people, I take pride in making whoever comes to stay comfortable and welcome. This situation makes me so sad and also aware of things I can do better.