Airbnb customer service is setting up host for failure with the review policy interpretation. I had guest who caused property damage, nine towels and the entire bedding stained with make up and blue dye, even though she admitted she did that she refused to pay for it. I asked for reimbursement and airbnb covered that. Of course guest posted one star review about me harassing her about the damages and Airbnb doesn’t see it as a retaliatory! I did everything as book says, I informed the guest when the property damage was noted, send her photos and photos showing that the damages were permanent, I asked for reimbursement and that’s all on message thread. All correspondence is available for the ambassadors to review. Called twice and spoke with two separate teams. Both refused it. I was supposed to receive a call from supervisor two days ago and was given three hours window, nobody called me until tonight and when I didn’t answer close the case. So should I understand that I’m not allowed to call people on violating house rules or property damages because then I’m guaranteed to get one star review and Airbnb will do nothing about it? Is that what Airbnb is trying to achieve?
With Regards,
Alicja **
**[Sensitive information removed in line with the Community Center Guidelines]
