$20,000 claim approved by Airbnb and now no response from the resolution team.

[Heather31]

$20,000 claim approved by Airbnb and now no response from the resolution team.

we had a long-term Airbnb guest that stayed under a false identity. He was selling drugs and destroyed the home. I put in a claim May 15, 2022 and was sent to Crawford and Company to submit details. Mid September the resolutions department sent over an agreement for me to sign for reimbursement. September 28 I reached out to resolutions department because after I signed the agreement I had heard nothing. Rachel from the resolutions department said I would hear back from her no longer than 72 hours. Well today is October 15 and I have emailed her several times and called every day to Airbnb and still  no reply. Can anyone tell me who I should call or contact to help me with this?

[Gwen386]

Hi @Sybe 

can you help @Heather31   

Thanks

[Emilie]

Thanks @Gwen386 for bringing this to our team's attention, and apologies we didn't see this sooner!

@Heather31 I'm really sorry you've been dealing with this challenging situation for such a long time now. Have things progressed since you posted or do you need more help? If so please let me know and I'll nudge the team for you. 

Emilie