Need Help ASAP!

[Michelle-and-Rob2]

@Catherine-Powell can you or someone else please assist us??? We have been trying to collect on a Security Deposit and Late Charge, and the case is being handled by Shivanshu Mahajan, who claims to be an "Escalation Manager".   Shivanshu is refusing to assist in the matter, and will not answer questions we have asked.  Shivanshu has refused to address our concerns over damages as well.  Your "Escalation Manager" has done nothing but provide excuses for the guests behavior, and complete disregard for House Rules.

 We have a Security Deposit on our listing, and we are trying to collect for damages and extensive cleaning that was needed after the guest departed.  The guest violated Airbnb's TOS, yet we the hosts, are being treated as we are in the wrong.  I am more than willing to supply you with the email we have received so far.

Help would be appreciated!

[Anonymous]

@Michelle-and-Rob2  This is not Airbnb customer service; it's a public forum visible to the whole internet, which Airbnb's senior partners do not have the slightest interest in.

You should know that the so-called "security deposit" does not actually exist; Airbnb collects no deposit on your behalf at the time of booking, and any compensation you're able to obtain later is completely at the mercy of a case manager who has been outsourced to a labor farm in some place you've probably never heard of.

Many hosts since the pandemic began have reported that damage claim issues have taken 4-6 weeks to resolve. It shouldn't be this way, but you're in the norm if you're within this time period. Some people report that you might get faster results if you bring up the issue on their Twitter, though I'm not sure about that.

[Lisa723]

@Michelle-and-Rob2 also, generally speaking Airbnb will not enforce claims for excess cleaning-- only damage, if that.