Purely pulling this out of my ass, but I'm hoping whoever took his initial call(s) just severely misunderstood the situation. Maybe people have had trashy guests or items broken and became irate over them, and that's what this person thought was happening. I hope.
I don't know the company's "side of the story", and would be surprised if it was ever really discussed in any way aside from steps taken to remedy this situation... But as this suggests, they apparently need, above their "urgent" number, a "Bat-Phone" for severe cases.
That doesn't matter. They are obligated to investigate each and every phone call to their fullest extent. Only if the same person called repeatedly could they even begin to think about the "boy who cried wolf" excuse.
Sure, I just mean to say that a person calling the urgent line because someone may have accidentally pocketed a key and the homeowner is concerned, is reasonable. That should be investigated.
But the guy calling with a police report on his entire place being completely trashed? The calls for the support staff to have a Bat-Phone to someone at a very high level, if not the top.
I don't know the company's "side of the story", and would be surprised if it was ever really discussed in any way aside from steps taken to remedy this situation... But as this suggests, they apparently need, above their "urgent" number, a "Bat-Phone" for severe cases.