I know threads can very quickly go down rabbit holes of misguided personal opinions and misinformation quickly. So, I hope my information is deemed helpful to many. We need to spark a movement for legal facts that educate hosts and put an end to the Airbnb inclination to abandon and misinform hosts in times of trouble.
As a legal professional and an Airbnb host of over 12 years (in the US), I have had ample opportunity to experience the "Airbnb Community". In my business we seem we have a loss ratio of upwards of 10-15% in a six unit STR portfolio; that is exorbitant. We have had to process dozens of resolution claims and almost 90% were met with inept responses from the resolution "specialists". THERE IS AN ARBITRATION CLAUSE IN THE TERMS OF SERVICE FOR A REASON.
Hosts need to stop propagating this false narrative that Airbnb is the final say in resolutions! That is correct, AIRBNB IS NOT THE FINAL SAY IN RESOLUTIONS....
As many I am sure have experienced, resolution claims are promptly diverted overseas. English or other languages are typically not the native language of the representative appointed to 'resolve' contractual matters determined by cities, states, federal laws or other countries' laws altogether. It is a fallacy to assume the call center representatives are even remedially knowledgable about your rights has a host.
Airbnb claims they are mediating for hosts, but yet THEY HAVE A VESTED INTEREST in the outcome. They are not neutral to the claim, and thus most often play the 'meet int he middle' advocates of resolution. This by literal definition IS NOT MEDIATION. Even if you have a video showing a perpetrator causing the damages, they will attempt to resolve the matter for pennies on the dollar; a potential violation of your contractual rights.
It is important that hosts review the laws that pertain to their contractual rights, based on the country they are in and the terms they have added to their Host House Rules. Airbnb is obligated to enforce ALL THE CONTRACTUAL TERMS, not just the ones that suit their agenda. Hosts need to educate themselves and if necessary pursue their claims in arbitration. Airbnb should have reliable, consistent and transparent policies for claims resolution. Resolution agents' rhetoric, bullying and misinformation has no place in a corporation boasting a value of hundreds of billions of dollars!