Charles W, Jul 31, 2020, 11:53 AM PDT:
Hi Marie,
My name is Charles with Airbnb’s Claims team. Thank you for contacting us. We’re very sorry to hear of this incident.
For cases to be eligible under our Host Guarantee, hosts must notify us of the incident as well as notify the responsible guest, and attempt to mediate the loss and/or physical damages within 14 days of checkout or before your next guest checks in, whichever is earlier.
I've reviewed your previous tickets related to this incident, and it appears we were only notified after the following guests checked in. I understand you had communications with that guest to ultimately move them into another unit, though upon further review with my manager, we are unfortunately unable to support the claim under the circumstances.
This is a strict policy requirement and is in place to ensure timely and accurate resolutions for both hosts and guests. You are free to pursue reimbursement from your guest directly. However, per this requirement, this case is not eligible for reimbursement under the Host Guarantee program.
That said, we will follow up appropriately with Paul Tzouropoulos with regard to guest responsibilities.
You may review the Host Guarantee terms here: airbnb.com/terms/host_guarantee.
If you have other questions about the Host Guarantee and what is covered, feel free to respond in a direct reply to this email.
Best regards,
Charles
Charles,
I have explained this multiple times that I did not have a guest check-in after Paul and before I made the claim. Three times I tried on July 10th to cancel with Airbnb (after speaking with the guest) to cancel the reservation. I was told repeatedly that someone from the right department would contact me. No one did. Finally, on the third call (after hours on hold multiple times), the woman put the cancellation through. This was for the night of July 10th. I also contacted my guest scheduled for July 11th. The thread is on the Airbnb platform and copied and pasted multiple times over the past three weeks for Airbnb to see. I was dealing with a hugely traumatic event and I realised that Airbnb was not there to help. So I switched Joey on my own to my other unit, and as you can see there is proof in the thread. I explained this weeks ago when I was sent this exact response. I REPEAT NO GUEST CHECKED IN TO THE VANDALIZED AND ROBBED UNIT BETWEEN PAUL'S STAY AND MY CLAIM!!!! PLEASE CHECK THE RECORDS BEFORE SHOOTING OFF SUCH A RIDICULOUS RESPONSE.
Please see below the thread. This is incredibly frustrating and I honestly do not understand how you can tell me this after all the proof I have shown. YOU HAVE THE CONTACT INFORMATION FOR THE GUEST TO CONFIRM THIS AS WELL AS THE EMAIL THREAD.
SHAME ON AIRBNB.
