Issues with Airbnb Resolutions Center

[Ajay58]

We just rented our beautiful home at Airbnb, First guests that have approved Airbnb account comes and trash our home, 

They smoked weed inside (with no smoking policy) they peed on our sofa, damaged our doors by punching on them, left trash everywhere, got two big dogs to our home with no pet policy and ruined our beautiful home, My cleaning lady comes to clean after stay and shared all pictures with cleaning fee of 350 dollars. 

I shared all pictures and details with Airbnb resolution center and they come back to me asking for "Repair receipts" "More photos for 350 cleaning charge even though I shared cleaning invoice copy to them. 

Its so frustrating to see that Airbnb treats their hosts (who are actually making them money in commission) like an "Account" with no empathy.

Our home is ruined because of Airbnb approved guests and instead of helping and supporting me Airbnb resolution team is  asking me details as if I am lying about all this damage, that too when I already provided all the pictures of damages shared by cleaning lady. 

What else do Airbnb resolution team expect hosts to do,

**[Personal comments about Airbnb staff removed in line with the Community Center Guidelines]

Do anyone know if I have any legal option to recover the costs for this damage without going through painful bookish process of Airbnb Resolution team?

[Mike-And-Jane0]

@Ajay58 I am no defender of Aircover but...The difficulty here is that there are scammers out there (and no I am not accusing you) who rent out their property, claim a guest has damaged it, and then try to get it re-furnished and refurbished for free.

Even if Aircover does pay out then I hope you are aware that they will only pay a depreciated value so if you have older furnishings and/or no receipts you will not get very much money at all. I hope you have proper insurance to claim on.

[Tamara682]

Attorney - judas priest that sounds absolutely horrible. And it is vandalism I believe which takes it to a legal level. Regardless of if every ? below is no - you are not responsible for their behavior.
As a new host myself, I have to ask - did you screen them at all or check their reviews? How long did they book in advance? What was their story?
Do you live on or near the property? 
Trust me, I'm not thinking what you do wrong on this one; just how can it be avoided moving forward.
I cannot post what I know I'd like to do under your circumstances. That's outrageous. Outside cameras and inside noise alarms.
I am so sorry that happened to you.

[Jenny]

Hi @Ajay58 

I'm really sorry that you've had a poor guest experience.

While I can understand that it might have been frustrating to be asked for more photos, the team have a set process in place for investigating situations like these, and the investigation is the best way for Airbnb to support their Hosts.

I hope that you've had an update by now, but if you're still waiting to hear back from the team, let me know and I'll give them a nudge to make contact.

Jenny