Hi Nick, how are you. thanks for your patient to read my message, it has been so long so depressed with things sometime continually happen to me from my tenants don't pay attention or bad behavior, or lack knowledge . Sorry get you back late. You sent me message on 14-09 2020, I couldn't get time to reply you. So many things have to deal not only Airbnb in my life. My health is my big issue. I understand its difficult time for Airbnb, it’s also difficult for host who is in the front line open the house to make living. But the thing is getting difficult for host after covid-19 this year. Every claim toward host claims are getting hard after your policy changed or some rule switch favor to tenant side. Airbnb and host are on the same boat, we both need tenants for keep business going but have to fair (I know never totally). Airbnb treat host method and attitudes are big changed then before, it more cold feelings toward me from your specialist dealing cases.
Since covid-19 start this year, I got all nearby cities people booked my home and they said my home is spacious and beautiful with whole top roof balcony; it is a great party house. I learned and tried to stop 15 groups suspected tenants that tried to use my home for party. But some of them lied to me to gain my trust. For this reason, I got a super host title during this pandemic (because I stopped suspected some people attempted party here recently, I had been removed from super host list). I lost money from these party’ tenants damaged my home so bad, after every party I had to close business for repairing and clean; stressing and suffering without night sleep caused me sick and depressed. I am so afraid I get trouble or party tenant again, the last four parties happened at home, I didn’t get penny reimbursement because of your policy change. I didn't get specifically info. for this part change. English is my second language, I couldn’t read whole your pages policy, I wished Airbnb could mark it or send this part to tenant like me. One explain essay for my claim, I have to write n edit for few days. I need you tell me what am I going to do if my next tenant booked my home at the same day as my last tenant checkout day, and next one already waiting for me to finish clean there??? And also I have to rush clean if some tenants left mess, and the same time have to take clear picture, fix things for my rent place. I can't afford to get clean company to help me in California bay area. Submit my claim for me is not easy, it take lots time to do writing and chose clear pictures, organize things and make clear list submit it. And also need to visit my doctor and banking n run for others things. What learned that if the first specialist made final decision, it will be forever decision never changed. I just waste more my precious time. I have to reply their email in 24 hours including my sleep time. Airbnb specialist’s time is worth than mine because they got pay. They are so demanding too. I am babysit my business every day waiting, typing, talking, washing, cleaning, fixing, watch n maintain house, dealing situations; sometimes days and nights without sleep when I have to do claim which I hate it. I always physically welcome tenants, get to know them, and show them around inside, clean the place after their left, it is pretty risk for me, because some of tenants down play with covid-19.
I would like to talk about a case, **. I had told her no party at my hom, when she talked to me warmly and promised to take cares the place. But unfortunately it was other nightmare. In spited of my warning in her first day, her second day got worse more than 20 people inside my house with yelling, drank arguing, with loud music inside and outside house. Police came, let most people leave, but some still hide inside, and some sneaked inside again policy left. I didn’t confront them for my safety, since last time their one guest cursed and tried to hit me. Neighbors were so mad at me again. Brittney and her guests started loud talking, dragging furniture, dropping things, and slamming doors with music on. I couldn’t sleep two days with her made so much noise. I was shaking, stressed, suffered and depressed didn’t know what would happen to my house which for my retirement. They finally left next day late morning. I felt stressed, exhausted and sick; I went to rental place and get helper to help me as I am disability.
I tried many times to use resolution center submitting my photos at late night after stopped clean my rental place. I couldn’t find submit button, Airbnb web showed me ‘there is error’. I quickly sent message to airbnb asking for help for few times, I was afraid to miss this claim time again. On July 22, finally a lady called me and I submitted all documents on July 22 and early 23 mornings through this lady email. My next tenant checked in on July 25. I finally heard from her, she said my invoices insufficient, I asked her why? I submitted the same invoice from past helpers for years with airbnb, please send me link if your policy changed. She said she couldn’t find this company name online. She called my helper, but it was unknown number like scam to him. I needed help who could show up right way with cheaper settle price also could help me more and fix things for me but company for clean only couldn’t do it for me, their workers didn’t match what I requested I told this specialist lady. I asked her who would take my wood floor damage case and I also claimed for extra people stayed overnight in my house but tenant booked only for 5. She didn’t reply me and closed our dialogue.
Since my claim didn’t finish, I pursued my case again. After calls I received Airbnb links, I sent messages to Airbnb. A supporter eventually talked to me, but he couldn’t find my case. I submitted my claim list with details to this supporter as he asked me without pictures. Then he sent my case to specialist Adam. Adam didn’t review my case, since my file lost. He wrote email to me said he asked his coworker, I submitted case after next tenant check in. I sent him prove pictures again, to prove I did before my next tenant checked in, and airbnb system Error photo. He said even if we consider technical error, you had option to notify the guest over the Airbnb messaging. It’s an irony I told him that every times I’ve hear from Airbnb is creating a resolution center request. I asked him where my damage cleaim was, he said my case is not eligible under Host Guarantee program. Please consider this decision final. I asked him send my file pictures to prove he reviewed my file. He ignored me. Adam denied my all claim from this tenant. I asked him why not use tenants $1000 deposit, that’s deposit I asked tenant pay for damaging my home. At least get some comfort from Ainbnb, showed me airbnb worker care about host feelings. This is not like tenant messed up towels. My house had been damaged. Adam said he cannot go over the policies, but he can go over host had been hurt feelings. I spent three months days and nights but get for nothing. No matter which way I proved myself, He refused me using his power. I was the one went through all the hassles and got sick, but I was the one has been punished not the party tenant. She had been encouraged and happy to get all money back. To Airbnb, the fact of matter is not important compare the paper work and host situations. My question is if I pay more money to cleaning company, how do I know I can get total reimbursement back??? I did before; I only got half amount of money back. Then I lost more money from this damage claim. Case like this, how do I pursue it, it is kind dead end from airbnb. I may waste my time and your time to talk about.
Since my neighbors complained to Airbnb, news said Airbnb has a new policy for not party at residential area house…If Airbnb has this policy early, and learned lesson from Jan, 13 2020 HAYWARD, Calif. Party was going on an airbnb rental, 5 people dead in this fatal shooting of Neighbors in the East Bay. My home will be in better shape and more beautiful than now, I don’t have to do the party claim.
One more case, Sonia booked my place Sept.16-20, 2020. Her friend flashed 100pc baby wipe from toilets down to the hill my sewage bucket broke my sewage pump on the Saturday late evening. I had to watch the dirty foul water didn’t run to city rain drain to get big fine from city. I still did my tenants favor to let them stay to save their money. I called roto-rooter Monday, the lady said she had to call and send someone come over to look at and give me estimate, and then find out their schedule tell me. Other plumb company told me almost the same. I got someone replacing sewage pump Tues. morning. The reimbursement I got from my pump, and installed fee, I saved thousands dollars for Airbnb and tenant. I scooped human waste and foul water, smell sewer gas, carried bucket foul water from up and down the hill for 3 days and 2 nights , it caused headache and couldn’t eat, but I didn’t get any reimbursement because the invoice was my name. May I ask you Nick, should I call plumb companies rather pay big amount to them instead I do it or get handyman do it or someone pay less? How do I sure I will get the total amount reimbursement that I paid to company? Like my sewage pump broke, that was emergency. At that late night where was I call? All the company closed at late night and also weekend. Do you think these companies workers would stay at my home watching swage pump bucket’ foul water didn't flow out? It should be flexible dealing with different cases. Every party and incident happened; it ruined my life schedules. For this incident, I only got my pump and installed reimbursement about $800, but I couldn’t have a chance to get my mammogram done, my insurance company asked me pay $2000.
Thanks for your patients
My warm wish to you be safe and be well.
**[Sensitive information removed in line with - Community Center Guidelines]
