Guest theft of things

[Oleksii29]

Hi, everyone. I just started renting with my girlfriend and I'm new to this. We have a unique (in my opinion) accommodation. Recently there was an unpleasant situation that completely “kills” the concept of our place. We had some expensive items stolen, including a TV. I was recommended to go to the police and also create a request through AIRBNB tech support. The problem is that AIRBNB has not responded to me for a week now. At one point I wrote to support again and was told they would forward my case to the right department, but so far no one has contacted me. Can you tell me if this is normal? Is it worth just waiting? I have already interacted with the local police and all possible witnesses, but here is AIRBNB support not helping for some reason. Thank you all

[Helen3]

A horrible situation. As you host remotely do you have CCTV or outside cameras. 

Why would you contact Airbnb 'tech' to submit a claim for stolen goods.

You need to  follow the process that Airbnb  has for making a claim against the guests for the stolen items under Aircover . Read up on the policy on the Airbnb Help website and then submit your claim  to the guest.

you will need a police report @Oleksii29 

[Oleksii29]

Hi. I opened a claim on the AIRCOVER system, but no one has contacted me yet.

[Helen3]

If the guest didn't respond to your claim you need to follow the Aircover policy and ask Airbnb to review @Oleksii29 

[Oleksii29]

I did, but airbnb hasn't responded to my request for over a week now

[Shelley159]

Hi @Oleksii29 

Perhaps some of the replies to this recent post can help you. 

Re: My home is DESTROYED - Airbnb Community (withairbnb.com)

@Joan2709 and @Francine311 helped to explain the claims process.

[Oleksii29]

Thank u

[Brahm10]

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