As a host, Superhost, I've experienced frustration with every claim I've placed. I've given AirBnb a ton of my money. And apparently we aren't being viewed as their customers. Each time I call, I ask to speak with a supervisor... to which they reply "He just stepped into a meeting, and he will call you ASAP." I think this is just a scripted response. Because I have yet to get any calls and this has happened 5 times over the last 2 years.
My current claim is the worst yet- Milena M. with the Trust and Safety team has given me pushback at every chance- it's been 18 days of emailing. She told me no one else can handle my case- won't connect me with a supervisor (I don't think there is a single manager at ABB at this point)- and told me email is the only form of communication we can have.
When I call the Superhost line, they tell me the only thing they can do is email Milena M. and ASK HER TO ESCALATE MY ISSUE. This has become laughable. So in this case, she is God and if she doesn't want to escalate my case, it doesn't get escalated. That's the way it was explained to me.
I just don't understand ABB or most of their policies. Milena M. told me that the invoice that I sent her from my contractor was not valid. The guest punched a hole in my wall, stole a blanket, and left the house a mess.
Milena M. said that I cannot collect an excessive cleaning fee (to which I replied "I hope your guests never find out that they cannot be charged for extra cleaning"), and said that I need to send an inaccurate, fake, fraudulent invoice- my words not hers. She will not accept the actual cost and invoice from my contractor... she wants one with a lower price. Which would be a fake one.
Will someone explain this lack of logic to me... I give ABB over $2,500 in commission each year, and am seriously considering leaving Airbnb and leaving my bookings (that are 6+ months in advance) in the dust. That's Airbnb's fault, not mine at this point.
I'm considering filing a complaint with the Texas Real Estate Commission (TREC) as ABB is a licensed broker, and getting my attorney involved.