@Edwin268 I agree that Airbnb claim process is not easy, not entirely transparent, and time consuming for the host, in part because the use of bots and poor access to real customer service.
I’m in the middle of a much smaller claim, but equally frustrating.
Several issues we have in common: 1. Next guest arrival can put constraint on what and how much host can fix immediately 2. It can be difficult to ascertain the extent of damage or cost of repair on the first go round 3. Limited or lack of human support on Airbnb end of things to advise during the process 4. The lower level of home is dedicated to guests only - thus damage is on guest 5. It is your home, not a hotel - the expectation that all hosts have cleaning and maintenance crews on hand to immediately address guest damage is unrealistic 6. The expectation that your home, furnishings, and systems can take abuse 7. You love to host and usually have great guests, so the gross, rough, or inconsiderate ones are unexpected AND disturbing 8. Inability or unwillingness of Airbnb to hold guests accountable 9. The harsh penalties Airbnb imposes on hosts when they need to cancel and poor customer service when host has valid concerns 10. The feeling that Airbnb is not supporting the host and is all about the guest experience.
The problem with this stance from Airbnb, is that hosts will throw in the towel and stop offering their homes. It will become a big business, limited to entities with massive resources and tolerance for bad behavior from guests, like hotels and big landlords. Gone will be the days when you can rent a cute little spot in another town where you feel like part of the community, where your host is a real person, interested in your comfort and the quality of your experience.