AirCover is a SCAM

[Pamela1301]

Hosts beware! I was drawn to the AirBnB model because of the AirCover for hosts that is marketed by AirBnB. I have submitted a claim for a dresser being ruined by guests and an excessive clean that was also needed. The guest paid a fraction of the dresser repair charge with the claim, reiterated by AirBnB support, that they would pay the balance a week later. Of course, they disappeared before then. I had to cover the rest of the repair cost PLUS the deep clean. 

1. AirBnB takes weeks to respond. when they respond, they do so at 2 am and say they will close the case in 4 hours if I do not return the response. 

2. AirBnB does not review photos and evidence submitted. 
3. After all my evidence was sent, AirBnB Claims (name: Precious) responded that I was paid by the guest so the matter is settled.

4. After multiple messages to AirBnB support, they titled my inbox thread “Suspicious Reimbursement Claim”. This was after I had sent many emails and AirSupport documentation emails. 

The AirCover is a fraudulent marketing ploy that is meant to provide hosts with a false sense of comfort. 

To other hosts, please let me know what was worked for you in filing a reimbursement claim. 

[Athena73]

Hi Pamela,  

Is the person who handled your case by chance named Max?

I had a bunch of items missing/stolen after a guest's stay.  The guest would not admit to it and I believe it's her +1 who did it and she doesn't know what he did while she was out working.  They actually don't live that far away.  I've been told to be careful of local guests...  I called the police and an officer came over and took my statement and asked me to send him a list.  I estimated was worth over $1000.  

I submitted all the forms as requested in airbnb with "Supporting Documents".

After half a month, they said "After careful review of the available information, we determined that we won’t be able to proceed with your Host damage protection reimbursement request at this time."

I showed them a shirt left behind in the area no guests are allowed which matched the damage done to my sheets.  Then some days later "as per our higher team, we can go ahead and continue with this claim"

It's been another 11 days since that email and I finally get a call.  He wouldn't take the email I sent to the police as a police report.  I'm sending an email to the FOIA office to request police report.

He also wanted original receipts for the items that are missing.  A lot of those items are things I owned before I started airbnb.   I asked him if my mattress got damaged, is he going to asked me for the original receipt of that as well??  I'm not a professional airbnb person who buys properties and nice furniture just to rent it out.    

I got emotional during our call because Max is like a robot.  Even his "sorry to hear your story" type of comments sound like a script and insists on original receipts.   I paid cash for some of the things.  It's ridiculous. 

I have spent over $1000 now replacing some of my missing items and I purchased cameras and smart video door.  I wish I had done it sooner.  I was worried about guests who would say it's an invasion of privacy.

It's just sad that aircover is supposed to protect hosts, but it's full of red tapes and brings me so much stress and grief.  It's making me lose hope in humanity.  

It's a Friday night and I'd rather be Netflix and chill right now but here I am... going to see if I can find "original receipts".  

[Athena73]

Oh I forgot to mention, the "supporting documents" I loaded into airbnb wouldn't even load up for either of us.  What's the point of going through all this trouble if they lose our supporting documents we send them.

[Athena73]

One last message - my claim just came through!  It wasn’t enough to cover all the money spent due to the incident but I count it as the cost of a lesson.  Be patient!  Best wishes to you!