Ambassador protecting guest

[Emerson43]

Has anyone here had a situation on what you felt like the ambassador dealing with your claim had somehow a connection to the guest? 
In my case, a guest came to my property and left my place full of human feces mixed with blood. There was a trail of this nastiness from the bathroom to the bedroom and then damaged bed comforter and bathroom mats with the same thing. I file a resolution claim and provided all pictures of the damaged items as well as price tags and receipts for the replacement as I always do. Out of nowhere this ambassador is requesting proof that I tried to wash and that the stains remain after I tried to wash. Though I informed him multiple times that because of the type of stains, human crap/blood I couldn’t keep the comforter and mats and threw them away he totally dismiss the fact that proof of the damages were sent and refuse to pay me under the host guarantee stating I could’ve washed. After the guest match out his review out basically laughing at me and kind of stating he already have Airbnb backing him up I have enough reasons to suspect somehow they know each other because I see no other reason for the ambassador to act the way he is acting and being dismissive as he is being. Does anyone know how to address a complaint against an ambassador and how would be the best way to go to get paid for the damages in this situation? Please let me know urgently 

[Sarah977]

@Emerson43  I think all hosts can relate to the seriousness of a guest who does such things. As @Branka-and-Silvia0 said, they don't belong in civilized society, they should go live in a cave somewhere, they certainly shouldn't be staying in other people's homes. 

I've read some doozies of host stories- the most horrifying one was hosts who had guests in their own home, while they were on vacation, and came back to find that the guests apparently weren't used to indoor plumbing and had been using the shower drain hole as a toilet. This caused the plumbing to burst in their basement, flooding it with sewage and ruining all their stuff that was stored there, including irreplaceable items like family photo albums and heirlooms. They had to hire a hazardous waste removal company to do the clean-up.

It isn't that other hosts here don't sympathize with you, it's that we have so little faith in Airbnb to support hosts these days.

But don't give up- although many of the CS reps are completely clueless, persistence often pays off when eventually someone sane looks at your case.

[Emerson43]

Yeah I get it. Thank you 

[Max144]

Welcome to the wonderful world of hosting, i have had guests vomit in the bed , sex stains, period stains,

blood stains from scratching, wounds etc, a pet hate is my lovely white towels regularly getting stained with make up or tanning solutions even though i provide facial cleaners and paper towels.

Hotels and Motels get this all the time and unfortunately its a part of hosting.  

[Emerson43]

Thank you for welcoming me.
Yeah I have had other situations myself and in all of them guests had paid for their damages. In cases like just a little towel with make up stain or so sometimes I let it pass, but when someone come and crap all over your floor and walls and also get crap all over my comforters and mats, no that’s a bit extreme and I don’t believe that’s part of hosting.
I agree that accidents happen and if that’s what you meant yes it’s part of hosting but accept the damages and not charge guests for it no that’s not part of hosting. We as host have to enforce for guests to pay for their damages which is more than fair. We should not just accept it and say is part of hosting.
My comment here is not complaining that happened but more so that this time around the ambassador didn’t want to make the guest pay for it even when I submitted proof of the damages like always and it’s just wrong.

Thank you for your feedback, I appreciate it 

[Max144]

Your right its more than a simple accident, i cant imagine any one not trying to clean it up or at very least apologizing profusely and offering to pay to clean up/replace linen. 

[Emerson43]

The most absurd part is that it seems that whatever happened to them they didn’t clean themselves and went to the bed like that. Just absurd and bizarre. Thank you very much for your response 

[Sarah977]

@Emerson43  You'd drive yourself crazy trying to figure out why people do the things they do. Maybe he was really ill, or super drunk, who knows. It's certainly not normal behavior.

[Emerson43]

Honestly I’m more concerned about why this ambassador knows that he did  as he did not deny and there are pictures to show and still refuse to pay me out. Like why? That’s the question here 

[Dale711]

Hi @Emerson43 

The Ambassador might be not well trained.....lol 🤣

I come across some Airbnb representative are unqualified, unhelpful and irritating.

Due to some point, I do understand that they need to replies hundreds of questions in the same day, a mistake happened when stressed at work.

In addition,some members may keep repeating the question. Indeed the Ambassador's frustration level is through the roof.

“Why wouldn’t he listen to me?”

’ Because the question you was asking wasn’t the question he could answer.’ 

It might be true.

Whenever someone seems unable to prompt answers, is necessary to get the top managers to respond properly.

[Emerson43]

And that’s one of the reasons for my post as well because I find it almost impossible to reach a manager or so. They won’t transfer you or give their contact info so I came here to see a member from would have an idea on how to reach them out 

Thank you