Hi. I'm having issues even with property damages and items stolen by a guest. This is not the first time that I have guest with 0-1 positive review, verified by Airbnb, and ended up with terrible outcome.
The guest has additional guests stay over, smoked heavily inside the house, damaged quite a few items, left a whole mess with stains and chemicals residues, and even human feces! The guest has even opened up my locked cabinet and stolen my equipments, supplies from my cabinets. Once the guest checked out, we were traumatised by this whole incident, and we reported to Airbnb immediately via Resolution centre, with all the photos and evidences. However, I'm still waiting for Airbnb team for reply, and the wait is over a month now. And they are bouncing my issue to Safety team and there is no reply despite they said they will get back to me within 48hrs after 3 weeks.
I am getting no support from Airbnb. There is no longer call to support, and apparently Airbnb will refer you to send messages via Airbnb app, which they will keep referring you away by Helpbot. They promised to get back to you, but they never did, and the reply was that they have high amount of inquiries and they are not able to respond as quickly.
This is really frustrating, plus the long suffering this year with all the cancellations with Covid-19. I'm wondering if any Host has experienced the same issue dealing with Airbnb? Do you escalate your complaint further ?