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 

[Dale711]

Hi @Emerson43 

Welcome to the community 😊

You’re correct, making a good point about your thoughts.

I do have similar experiences. It is unreasonable to threaten the host unfairly.

You can try to open the case with another rep in resolution center and to see how the outcome of the incident.

The guests are always in the leading priority.

The additional answer is that as an Airbnb host, you do need additional insurance.

Hosting with any real frequency is likely to void your current homeowners policy, and Airbnb's own protection is inadequate.

In the Airbnb help page, where you’ll find articles such as the below.

Host Guaranteed

https://www.airbnb.com/d/guarantee

Host Protection Insurance

https://www.airbnb.com/d/host-protection-insurance

What's the difference between Airbnb's Host Guarantee and Host Protection Insurance?

 https://www.airbnb.com/help/article/938/whats-the-difference-between-airbnbs-host-guarantee-and-host...

Investopedia

Investopedia is the world's leading source of financial content on the web, ranging from market news to retirement strategies, investing education to insights from advisor

Airbnb: Advantages and Disadvantage

https://www.investopedia.com/articles/personal-finance/032814/pros-and-cons-using-airbnb.asp

Do consult with your local insurance agency for additional protection and the insurance procedures.

I hope you can resolve the issues; Airbnb looks into your claim.

Happy Hosting✌️  

[Emerson43]

Thank you. Yeah I’m seriously questioning the ambassador motive in here. He didn’t even took the time to review facts and totally dismissed the fact the items were proved to be damaged. The guest also posted a review feeling very confident about not having to pay for his mess saying “I already know Airbnb will handle it”. I never in all this time had an ambassador treating a claim how this one is doing it. Same type of proof I provided in many other cases which has always been enough to prove is being dismissed by him. Then suddenly another ambassador comes here on the community chat and replies saying I’m putting personal attacks against the guest. Like yeah someone comes to your property **bleep**s all over the floor and walls, taking to the bed comforter and you have to be ok with it. Like what’s their angle with it? 

[Emiel1]

@Emerson43 

The "other ambassador" you are referring here to was me (just a fellow host), who simply answerred on your topic (which you posted twice:

https://community.withairbnb.com/t5/Host-Circle/Airbnb-Ambassador-connected-to-guest/td-p/1445316).

[Emerson43]

I’m sorry but to be so invested in come against me even to go in and question my review makes me question if you are a host. My post was for other hostess to let me know if they have similar experiences and let me know how they dealt with it and that was not the answer I got from you. You seemed very eager to change the topic and instead being accuse me about attacking the guest so yeah no I’m not buying it. And how is that an issue for you that I posted twice? Thank you 

[Sarah977]

@Emerson43  Sorry you have had this experience. 

 But you are referring to everyone as "ambassadors" and that is incorrect.

Almost all posts on this forum are made by other hosts, or guests, trying to help each other, or discussing topics of interest.

Then there are moderators for this forum. They aren't Airbnb ambassadors, and actually work for another company that contracts out forum moderating services. Their job is to keep this forum running smoothly, and to remove content which violates forum policy, like personal information, advertising for a business, profanity, etc.

The people you talk to when you contact Airbnb customer service are customer service reps.

[Emerson43]

Hey yeah Sarah the way I take is the experience is part of the host job but when is not addressed fairly it’s frustrating to me as it would be for any other hostess and the way things played out made me question and I believe is valid for me to question. I’m not exactly calling everyone ambassadors, I’m referring to this other person as a possible ambassador because I feel like for someone to be so invested in attack me and question my review it doesn’t seem to be a host like comment. I posted because I wanted to know if anyone had the same experience and how they dealt with it. I never asked about how to review but for this person to take so personal and be eager to defend Airbnb so yes it makes me question if she is an ambassador specially she said she was able to read my review to the guest. How is it possible for her to read? Are we just able to read reviews if the guest book with us? So how was she or he able to read the review? Yeah not a host 

[Sarah977]

@Emerson43  You can click on anyone's profile photo here and it will take you to their forum profile and then their account. We can all see each other's listings and reviews- you can see mine or Emiel's by clicking on our profile photos. Our listings and reviews aren't private information.

And it's very useful to be able to see another host's profile, listings and reviews before responding to someone's post. A host may complain about a bad review, but we might see that many guests have mentioned that the place is dirty. And those guests have no history of complaining like that about other places they've stayed when you look at the reviews they have left for previous hosts. So other hosts might suggest to the host who posted, that considering all the reviews they have where guests said it was dirty, the host might consider that the complaints are valid and find better cleaners, or check their work.

What Emiel (who is a long-time host and doesn't represent Airbnb in any capacity) was trying to point out in his response to you on the other thread is that review responses should not be used to speak directly to the guest in question, unless you are just thanking a good guest.

Those responses do not appear on the guests' profiles, but on yours- they are read by future guests. The place to call out a bad guest is in your review of them, not in a review response.

The purpose of responses is to clarify misinformation or lies that bad guests write for the benefit of future guests. They should be impersonal and non-emotional. Like "This is a revenge review left by a guest who caused extensive damage. Please refer to our other reviews for an accurate picture of what to expect when booking our listing."

It's very natural to have an emotional reaction to an unfair, lying, bad review. So it's best to wait a few days until you calm down before composing a proper response. When hosts write long, defensive or attacking review responses, it just makes the host look bad to future guests. Try to keep those responses quite brief and professional.

[Emerson43]

Thank you for your response and explanation. Though I really appreciate and understand your point of view our conversation is exactly the reason why her response set me up, because it take the conversation to a direction which was not what my post was about. I stand by what I wrote in my review but that’s not the point here and she came in changing the subject of the conversation. The question here is why the ambassador denied my claim when he had no grounds to or even took the time to actual investigate or review the documentation I submitted. Like she said yes I posted this twice and I got an excellent, supportive and helpful response on the other post which I believe this community should be for. 
thank you 

[Sarah977]

@Emerson43  Well, it's a forum open to all with Airbnb accounts, so there will often be responses you may not like or find relevant. That's the nature of an online forum. 

It isn't your review of the guest that is questionable- you honestly warned other hosts about the guest. It's the response to his review which wasn't necessary as written.

Reviews you leave for your guests are used by other hosts to decide whether to accept a guest.  Responses to guest reviews are read by future guests to decide whether to book with you. The response may never be seen by the bad guest, because it doesn't appear on their profile, so ranting at them serves no purpose other than to give vent to one's emotions, and can scare a future guest off of booking, thinking the host is overly critical or really emotional.

As far as Airbnb customer service is concerned, most hosts and even guests find them intolerable to try to deal with these days. It's best to simply consider them a listing service, and resign yourself to handling problems on your own, if at all possible.

[Branka-and-Silvia0]

@Emerson43 

unfortunately, Airbnb sides with guests more often than hosts so I am not surprised.

But what your guest did is gross, what an idiot! He doesn't belong to Airbnb... or to civilisation in general

[Dale711]

Hi @Emerson43 

I agree with you ‘........which I believe this community should be for.’

You are not alone! I believe too! 

Someone told me, this community was so much different before 2017.

I do hope the new members here stay positive when facing challenges.

And wish things will work out favorable in the end.

A positive mind comes from a heart full of faith.

[Emerson43]

That’s what I think, I don’t understand how some people don’t see the seriousness of it. It’s like who does that? And on top of it doesn’t even apologize or wants to pay for the damages. The most intriguing thing here is that I have always been able to get paid for it as long as show proof of the damages and proof of how much cost, now this ambassador is telling me I should’ve washed like what kind of answer is it. Don’t know about other hostess but I would never re use or try to wash something dirty with blood and **bleep**

[Dale711]

@Emerson43 

Do try to open the case again with a different representative. Acknowledge your concern.

[Emerson43]

I did. Thank you very much. Your comment was the one that actually made sense and serve to help me. Do no get it why other people here intentionally try to take away from the issue and want to pin point things on behalf of Airbnb and their mess. Did you see how my issue was forgotten and suddenly the conversation became about me in their opinion not knowing how to reply to a review? Like was there what I asked here? That’s why most of the time I don’t join these types of forum because starts well but when starts to bother them they get people inside and other to their side as you see happening in here. Do not believe everyone here is a host or has intention to help. I know I don’t. It’s clear you don’t see if you don’t want to