Frustrating Airbnb Host Guarantee Claim Process

[Albert1997]

Let me start from admitting my mistake first.

My cleaner overlooked the revised booking and did not clean the room when the guests showed up - my bad! 

I called the cleaner and she showed up with 10 minutes to clean the room. The room was turned over to the guests and she confirmed "we are in. All good". I refunded the cleaning fee to the guest.

Next morning, I got a call from the guests and said the toilet was clogged. Is it still my fault after they have been in the room for 9 hours??? When the cleaner went in to unclog it, the toilet was actually overflowing. She used the bath towels to wipe the floor and took a VIDEO of overflowing toilet. Luckily it wasn't gray water on the floor. I called the plumber to unclog the toilet and also paid a professional cleaning fee. At this time, I am already out of pocket for over $300. 

I called Airbnb and asked how I should handle this  issue. Clearly I did not hand over the room to them with backed up toilet.  I was told to send a claim to the guest, and if they decline, Airbnb Host Guarantee Program will kick in.

I did what exactly I was told. But when I submitted the claim, Airbnb kept asking for evidence. But Airbnb platform does not allow me to upload any video. The resolutions@airbnb.com email cannot even receive my emails with video. Eventually not any emails. I am not sure if my email was blocked by this time . I responded more than 10 times. 

When Airbnb did the investigation, they said I was in violation of host policy, and refunded the guest one night stay, which I don't dispute (my room was not ready, so I take full responsibility). But by this time, I am already out of pocket for over $450.

The claim resolution guys they assigned to my case happened to live on the other side of the earth, and never provided a phone number. Airbnb customer service number cannot offer any help because it is handled by a different department. Airbnb Claims guys kept sending me emails telling me that he would  close my claim case if I don't send him the evidence, which I already did more than 10 times. 

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Enough ranting... Now AIRBNB, can you explain why all my email responses went into a blackhole? Is it intended to work that way? 

Don't your own employees know that your platform do not accept videos? Why kept asking??? It is so frustrating and I will never trust to stupid Airbnb Host Guarantee program. With all due respect, is this program a joke?

I am ready to see this post to be deleted as I might have pissed off Airbnb. 

I wish I could post a screenshot to show how many times I responded to Resolutions@airbnb.com. But the great system of Airbnb Community Centre only allows me to post text. 

[Mike-And-Jane0]

@Albert1997 As you probably can't prove the guest caused the blockage I fear you are onto a loser here with your claim.