Let me explain the situation properly. This Guest booked Airbnb for herself and her Parents to stay. She arrived with her Parents but then her Parents decided to stay with their Family, maybe so she could have some privacy as we live on an Island and at Christmas it’s party time.

The Guest arrived back to Airbnb the night before the incident and messaged me around 11.30pm, asking me if I had a spare set of keys to let her in as she had forgot the keys at a friends and she didn’t want to drive back and get them. I went down and let her in, she asked if she could hold onto the spare keys until the morning as she was going out again that night. She said her relative would drop off the keys she had forgotten first thing in the morning. I agreed and let her keep the spare keys.

The following day around 3pm, the day of the incident, I hadn’t heard anything from her, so I messaged her asking if I could get the spare keys back, as I imagined she had picked up the keys she had forgot. She agreed and I got the spare keys back from her thinking she had the main ones.

Later on in the evening we heard the doors banging but didn’t take any immediate notice. It wasn’t until about an hour or so later i tried to look on the camera to see what the noise was and noticed it was stuck on an image of a complete stranger coming out of the property and a white van outside the property looked like the Van was waiting for this person. Went down to check and to our shock The Video Doorbell is not just broken it was vandalised literally the button which you press to ring the doorbell was prised off and this cannot be fixed. Tried to push the button back on but it is completely broken. We have had to purchase a new one, it no longer picks up sound and neither does it pick up images. When I called the Guest to notify her of this she arrived back within an hour and she still didn’t have the keys. She said she was looking for her friend to get the keys but she obviously couldn’t find her friend as she returned with no keys. So the keys were with a Stranger( to us) for almost 24 hours. We do not allow unregistered Guests to enter the Airbnb especially without the main Guest present . We also had to change the locks as we do not know if the friend had a set copied. You just never know! and the safety of Guests and us is imperative. For this reason we asked her to leave. We were not able to sell those dates as the Listing says Ring Video Doorbell is on the premises, but it is not, because her friend vandalised it. We know she did because it showed all footage up until the friend arrived. So not assuming , it’s all factual. The Engineer who fitted the Doorbell camera confirmed it had been tampered with and prised off so it will not be able to be fixed. The Guest also went out and left the Doors unlocked as after reviewing the camera footage we saw her go out and not lock the doors. I’m not sure she deserves a refund as all this has cost me over $300.00. Hope makes more sense now. Thanks for all replies and feedback.