@Isabel4763, Hi! So sorry to hear about this. From what I’ve read on the boards, once a safety issue is reported your listing gets shut down until the safety team investigates which can take a few days to weeks depending on the allegation. It is frustrating when guests lie or misrepresent things due to being called out on breaking house rules and being caught. You should have all documentation (pics, keeping all communication in the app, the call with Airbnb support you did to report him disrupting your neighbors, as well as recipes for replacement of items). Airbnb will message the guest and ask them to pay and when they decline, aircover should kick in. You will need to follow up with the reimbursements as I’ve heard varying accounts regarding this )I have not personally submitted for reimbursement even though we have had sheets damaged, a bed frame planks damaged, and some other things - I’ve chalked it up to normal wear and tear).
Perhaps some other experienced hosts like @Mike-and-Jane0, @Helen3 could weigh in on their thoughts? Or @Bhumika, @Paula could get her to the right support team?
