i have requested reimbursement from Airbnb

[Sherif30]

Hi

My Guest Check IN at 8:00am on 27/12/2020 with 

Confirmation code

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and every thing was ok and as we are host we follow with our guests is every thing are ok or no ? we received from guest every thing was ok and great and ask about things and we provide it then we find SMS on what sup at 12:20pm on 27/12/2020 from guest telling us : '' Hi, my wife just opened balcony door few minutes ago. Now it's not closing back. There's a screw jutting out close to handle impeding door from closing '' then he request team to come fix it and see the problem and we sent specialists to see what's happen we find that Handel of the window is opened by wrong way in opposite direction from guest wife which make damage for Handel and broken it Handel from inside and request to change it all and cost 682.50 Dirham and we have invoice by that amount from building maintained so we request that amount from the guest from the security deposit 2,500 Dirham which mentioned in extra charges

**[Sensitive information removed in line with - Community Center Guidelines]

[Anonymous]

@Sherif30 Since you've already initiated the resolution request, all you can do is wait for Airbnb to reach a decision on your case. That can take a few weeks, and you should be prepared for the likelihood that the claim will be rejected and your guests will leave a scathing review.

To reduce the chances being in this situation again in the future, I recommend finding more ways to "guest-proof" the home, replacing anything that's easily broken or stained with more durable and affordable replaceable materials. If something like a door latch requires special instructions to operate, that should be part of the check-in procedure. But if all it took to break it was a simple mistake, I'd lay the fault more with the product design than the guest. I hope you've replaced it with something better. 

[Katie]

Hi @Sherif30, welcome to the Community Center - I'm Katie, one of the Community Managers here. I'm sorry to hear you've had some damage to your door. As several others have advised, the best thing to do is to stay in touch with Support via your Resolution Center claim, and wait for them to assess the details you have supplied. Fingers crossed you can get the claim approved 😊

In the meantime, I have had to remove some of the pictures you posted here as this is a public forum, and we don't want anyone to be able to misuse the personal details.