Claims Support / Airbnb Host Guarantee Experience

[Moses4]

Hello fellow Airbnb Plus Superhosts,

I wanted to ask about your experience opening a claim with Airbnb Host Guarantee claim support.

I have referred my neighbor Muris who owns the penthouse in our building to Airbnb and I have been mentoring him since then. Below you can read about his unfortunate experience with the claims department:

"After the 2nd booking, a number of damaged items were discovered, properly documented and a claim was filed. The guest denied responsibility then it went to the Host Guarantee Claims Department. Claim number CLSF-186069

We were given 30 days from the time the damage occur.

The claim specialists will take 1-2 days per each email. They process was tedious.

I had done my best providing pictures, videos, receipts and invoices of the local handyman and flooring business I work with however the claim specialists had something to say about every single item.

They required extra invoices, pictures, and videos. I provided that.

Three days before the 30 days deadline, I get an email from the last claim specialist; Andrew.

(I was working with one then she had to transfer me to another department then another specialist which also took 2-3 days on their end)

I was informed that I will be reimbursed only %20 of only one of the 4 requested items and for the other 3, I need to provide an updated invoice that meets the industry standard and an analysis why the items were replaced and not repaired. All this just three days before the deadline.

At some point during the communication, I was told to let them know if I need more time to gather the documentation which I did. So I thought they must not be so harsh on the original 30 day condition since they took too long to communicate and came back with many requests but they were. Andrew kept emailing me letting me know this is the end of our communication and there is nothing that can change the outcome. In my last emails, I asked Andrew for a contact or supervisor where I can submit a complaint or review request of this case but he totally ignore my requests" (Written by Muris on 9/29/2021)

I hope this reaches someone who can forward it to the Host Relation department.  

[Viv26]

I have had only one experience of needing one request of damage and it wasnt for a huge amount of money.  I sent photos and info which is quite a process on the platform.  Never event got a response from Airbnb.  On other forums I am on for Airbnb.  This is one of 2 of their biggest problems discussed, where they express you never get much for the damage and its a process leaving them feeling that it is very much for the guest rather than the hosts.   I'm sorry about your neighbour and another confirmation where the support for hots is not really there.  As we should also have dedicated account managers for Plus but that isnt the case either. Good luck.

[Henry-And-Lilian0]

I also had a similar incident where Airbnb didn’t even bother to respond. A guest burnt my carpet with cigarettes( a non-smoking unit) burnt my couch, broke the braai handle and broke a bedroom door (left with a huge hole) …all this in 1 stay. I send claim to guest via Airbnb and received a message that mentioned Airbnb would intervene after 72hours but it seems nothing is going to happen regardless of the detailed pictures of the damage and the invoices for replacement.

has anyone successfully claimed before? Sorry about your neighbour. Hopefully, they manage to get something from the claim.