Hi all, I need some advice if I may.
Firstly, here's the back-story.
I've hosted hundreds, if not thousands of guests for around 8 years with a 4.96 review score. I'm a good host, my house is legally up to spec and I look after my guests.
Roughly 6 weeks ago I was hosting a group in my twin home, but unfortunately they thought it was a good idea to mess around with a gas pipe under the bench behind the oven and caused a small explosion which resulted in damage to my kitchen and minor burns (not requiring hospital admission thank god) to one of the guests who was cooking. Thankfully I was home at the time and my young children were not, so I was able to extinguish the fire in good time resulting in fairly minimal damage.
The resolution centre came to the party and finally paid me out for the damage (minus depreciation I might add), I never heard back from the host liability insurance company which I guess is good news, I was cleared of any wrong-doing by the fire brigade and Work Safe NZ and I am now back up and running, hosting Airbnb guests who booked prior to the fire, along with other guests who've book through different platforms.
Trying to get anyone from customer service to tell me what on earth is going on with my listing and what steps I need to take to get my property re-listed has been like banging my head against a brick wall though. Its honestly shocking how little they care. I just keep getting told "Someone will be in touch very soon". Then when I finally got a senior safety agent, he replied "In order for Airbnb to reconsider this, you’ll need to submit a request to our Appeals Team. To do this, just go to airbnb.com, enter your email and password, then follow the steps".
However, it was a dud link that led me nowhere and he closed the case and the message thread even after I said I still need help, which in turn means I have to start from scratch.
Has anyone been in a similar situation to this and if so, what was the outcome? I'm all but ready to just walk away from Airbnb and focus my energy on different hosting platforms.
Thanks so much in advance