Am I the only one complete frustrated with Airbnb's Resolution Centre?

[Chantel54]

So I had a guest stay back in November who booked the unit for her under aged son. She claimed that the stay was for her and her son but when they didn't check out on time the next day and I messaged her she replied that she left her son there sleep because she had to go to work and that she would try to get a hold of him. To make a long story short, she was never there. Eventually, after over an hour of waiting, the cleaner went to open the door because I had another guest checking in that same day and we couldn't wait any longer. The cleaner found three boys in the unit sleeping, the place was an absolute disaster, and the place reeked of marijuana! 

Items went missing, things were broken, I had to get someone else in there to help her clean the unit and it still wasn't ready in time for the next guest because we couldn't get the smell out. When I tried to open the ticket there was some sort of glitch in the system and it would not accept the photos so I called Host Support. I had never had an issue where I was requesting damages as well as additional fees before and there was no option there for that so when I asked the CS rep how to submit it, he/she advised me to put it as other which I did.

Now today, January 4th, I get an email saying they are not reimbursing me the $360 of damage claims because I needed to have entered another claim by December 28th which I failed to do. Excuse me but no one explained this to me! No one!!! I have followed up on this numerous times and asked for someone to call me more than once and it never happened. This email I received today was the first one that explained to me that I needed to open 2 separate tickets, but their phone calls are recorded right?!? So why not go back to the original call where your agent advised me to submit them together and do the right thing @Airbnb?  Oh and did I mention that the guest acknowledged the damage and agreed verbally and in the messaging system to both me and an Airbnb resolution team member that she was going to pay... but then just never did and eventually stopped reply?

But the biggest problem is that I don't know how to escalate this issue to someone who might have the decency to hear me out and then have enough understanding of the importance of not abusing their hosts and make this right.

Why is escalating issues so hard to do? Why do I have to resort to this forum. None of this makes any sense to me. I am literally beyond frustrated at this point. 

[Lisa723]

@Chantel54 Ugh. You are not alone-- seems like anyone who has the misfortune to need customer support from Airbnb these days is doomed to extreme frustration. Your best shot may be to try to get the attention of someone competent on facebook or twitter.

[Chantel54]

Great idea. Thank you!

[Emily1198]

Sounds exactly like what happened to me. We cannot be the only ones. I had never heard of this in my previous claims for damage, so I think it's new... One more way for Airbnb to not have to pay for damages. I'm sure the economy and pandemic have decimated the platform and the entire travel industry, but they shouldn't shrug off their duty to pay for damages they claim to cover when we signed up to host! It's despicable and I'm about to take my listing off this platform. Hosts are obviously not valued to Airbnb, and it's apparent that we are no longer safe from guest damages being covered by the company. 

[Nick]

Hi @Chantel54 

I'm sorry to see you are experiencing this. I'm one of the Community Managers here in the Community Centre and just came across your post. I've sent over the details you provided to the appropriate department and will come back to you via DM when they update me on this. 

Thank you

[Emily1198]

@Nick Could you also see my post, as well? It's the same issue. 

https://community.withairbnb.com/t5/Help/Host-Guarantee-Total-BS/m-p/1392259#M303480

[Mark-and-Gabriela0]

Hello,

Resolution center only help GUESTS, not HOSTS, bah... for Airbnb Hosts/SUPERHOST/AIRBNBPLUS

We have two apartments in Tulum, my apartment that is AirbnbPlus for years has two nice cruise bikes, one of my guest who tried to cancel the reservation but I kept the Strict Policy, was very upset about not allowing them cancelled without the penalties. They rented for a month, the first 15 days it was a nightmare of demanding different things... the night 15 her boyfriend got drunk and lost the bike, our security guy noticed the bike wasn't in the rack and asked her about it. She said that "3 guys in a truck attacked her brown boyfriend and stole from him a dusty old bike" (her words) .... I wrote in the HOUSE MANUAL years ago that if the bike is damage, stolen or lost the guest has to paid 500 dollars, she obviously declined but Airbnb requested ME to go to the police to make a police report?????????  and denied to pay me the bike!!!!!

NEVER FELT SO FRUSTRATED WITH AIRBNB