@Isabel4763,
Hi! I’m sorry you’ve felt unsupported by your concern. I’ve tagged some community host managers to see if they can assist you sending your concern to the right team. @Bhumika @Rebecca @Paula could you help her please?
I’ve seen other hosts have similar issues with false accusations from guests who broke house rules. If you have pics and documentation of everything in the app/airbnb website, this should help with your claim. I’ve heard some hosts tell guests that there was some damage and while they are filing a claim, airbnb will reach out to ask if they will pay and they can choose to or not, and if they decline, airbnb’s aircover will cover the damage. This way the guest feels in the loop, was notified of the issue and given a choice and also knows that they can say no with no repercussions.
I know some hosts never report as they fear bad or false reviews that then suspend their listings. I haven’t personally reported damaged sheets or watermark on night tables; I just took it as being part of running the business. But some hosts report every thing. Some get reimbursed while others have trouble because of lack of documentation on the app or pics/receipts/extra cleaning fees.
