This is very traumatic to be writing this. My guest died on Monday, in our basement. Without going into too much detail, it was not suicide, but it was not a very nice death. This resulted in our basement flooding also.
We have had communication issues since Monday with Airbnb, you would think that our situation would put us right at the top of the priority list, so why did it take 3 days for them to respond to our emails, sent on Monday. Why have we not had a visit from Airbnb to view the total devastation in our basement. Why won't they answer a direct question? We want to find out if they will pay for the clean up crew. The answer we got is that they will pay for anything damaged. Are they expecting us to go into the CSI scene and clean this up???
On Monday when I tried to call to report the incident, I was hung up on twice. I sent an email, on an exisiting thread about this guest but it still took around 40 minutes for someone to call me. They offered me 250 US$ to help clean!!!!! Since then, I have asked if we can be put up somewhere, instead of saying YES, we will pay for that, I get, send us the receipt and we will see if we can cover it. I told them I was going for coucelling, again, send us the receipt and we will see if we can put it through. These aren't the answers you would expect, when such an awful thing has happened in my house.
I'm feeling extremely frustrated with Airbnb, with their total lack of empathy and consideration.
If you have a similar story, please connect with me. Thanks.