AirCover - Bad Experience Being Made Worse

[Charles-and-Debbie0]

I have been a host for going on 3 years.  I have never made a claim against a guest in the past.  I recently had a horrible guest experience and had to submit a claim (stolen property, damage and filth, sneaked in 3 dogs, excessive cleaning necessary) through the Resolution department.  It process for making this claim has been horrible as well.  Has anyone gotten on the merry-go-round of trying to get a claim paid in full and not gotten the help needed?  I have been told repeatedly that I'll get a call, I'll get the money, I'll get a text, etc etc etc.  The 'account specialists' that have taken my call 2-3 times now have had the same message each time...I'm so sorry, I will help you, I will have my supervisor call, or I will have the claims department contact you...which they have yet to do. And this last one, after 20 minutes of the same reassuring messages mentioned - now tells me apparently the claim had been closed and she is asking that it be reopened.  I am having a really hard time believing there really is "Air Cover".  And the 'help' personnel are NOT helpful.

[Emiel1]

@Charles-and-Debbie0 

You need to follow exactly the procedures and cooporate with Airbnb when it comes to provide documents. As you can see here not all experiences with "Aircover" are negative:

https://community.withairbnb.com/t5/Host-Circle/AirCover-working-beautifully/m-p/1692043#M31600

Although there are also a lot of negative experiences to read in this community.

[Charles-and-Debbie0]

Emiel1, I did follow the procedures, twice, and am more than willing to cooperate but the process has failed us so far multiple times.  I would love to report that it was a great experience but so far it just has been an additional disappointment on top of what was a very bad guest experience.  I am still waiting on resolution and I suppose I will need to call every day instead of every 4-5 days in order for them to take my circumstances seriously.  My heart breaks for the next host or hosts that accept bookings from that certain guest that I had such a terrible experience with, because I know unfortunately that they will repeat the same disrespect for any property they stay in...and that is not what I wish for my fellow hosts!