Damages

[Joanna225]

I'm a new host, and the very first guest I had damaged the sofa bed.  I have gone to the resolution center, and emailed the guest.  There has been no response at all so far from the guest.  The sofa cost me $350 in repairs.  What are the chances that I'll ever see that money again since the guest seems to be not responding at all?  What should I have done to prevent this kind of thing from happening?  Right now I have 8 more reservations to honor, and I'm wishing I had never started this at all.  

[Letti0]

My guess is little to no chance since the guest has not admited. 

[Joanna225]

The Resolution Center has denied my claim all together.  First they said that I had not met the 14 day reporting requirement.  I pointed out to them that the guest checked out on the 22nd, and I reported on the 25th.  Then they came back and just simply said no.  No reason, no explainations, just that they determined No.

Very disappointed with Airbnb

[David126]

I second @Letti0, now there are some unusual cases but generally if  the Guest does not admit responsibility it is very difficult to get reimbursement.

You can always try and escalate.

[Joanna225]

Trying to escalate didn't work.  Airbnb denied everything with no real explainations or reasons.  Just No.

Very disappointed with Airbnb

[Matthew285]

@Joanna225 did Airbnb even ask you for estimates / quotes / receipts for the repair?

Usually they at least get to the point of asking for documentation.

Did they say "no" before even asking for documentation?

[Joanna225]

Yes, they did. But I went ahead and sent the documentation, and they replied with another no

  First no was because they said I didn't file within 14 days. I pointed out that I filed within 3 days of checkout.  That didn't seem to matter  they said they had already closed the case and would not reopen it.

[Matthew285]

@Joanna225 

If that is the situation, then I would keep pushing.

Many hosts have said that posting your problem to twitter and/or the Airbnb facebook page can get a response when the normal support department is trying to shut you out.

AirBnB Twitter: @Airbnb
AirBnB Facebook: https://www.facebook.com/airbnb/

AirBnB Twitter help: @airbnbhelp