I've been a SuperHost for years, but this is the most frustration I have had from Airbnb since I couldn't get anyone to respond to what to do with a Covid-positive guest or when they were of no use when a man died in one of my properties.
I had just opened a new property and one of the first guests (or her male companion) peed on the bed so much it went through 20" of bedding. YUCK! I contacted Airbnb immediately and said I would need to do an AirCover claim. They wanted to reach out to the guest first, who said, yes, they'd done the damage and she would pay for it...until she heard it was almost $1900. She sent $500, and now Airbnb is trying to leave me with $1400 worth of damage. The worst part of this is I keep calling and Customer Service says they can't do anything, but they 'll have someone call me.
This has not happened once since the initial calls re: the damage. When I placed a call last week to Customer Service about the issue, I was told Shanik would forward the information and escalate it to another department. What department? Can't tell you; we're not allowed to tell you what department. Who shall I expect to hear back from. Secret. How long should it take. Secret.
I just logged onto the resolution center and they show the issue is closed.
Um, no. Not by my calculation. No way can i recover from a soaked mattress & box springs, plus all the cleaning of the featherbed, comforter, and bedding, plus the days it took to get the place recovered.
Does anyone know how to actually talk to a live person about this sketchy AirCover coverage that they're so excited to brag about but not actually pay out?
