AirCover is a joke and much worse than the previous system. We had about $6,000 in damages and were very meticulous to gather photos, videos, invoices, and statements from the cleaning and repair crews. I understand how this kind of thing goes, and I respect that Airbnb has a responsibility to carefully review and deny any claims that are poorly supported or where the host is trying to gouge them. I get it.
However, as expected, our request was slashed, but without any kind of real reasoning. There were about thirty people staying for 4 days, drunk and smoking the whole time with unsupervised young children, from diaper age to preteens, running around wildly (per the Ring doorbell). One of the most frustrating examples is that for the smoke remediation service, we used the same crew we've used twice in the past, and we had no problem getting reimbursed 100%. This time, the invoice was cut from almost $1,000 to $250, with the only explanation being "That's industry standard." It absolutely is not. Industry standard in our area is $4,000 for a whole-house service. I've called three times and nobody knows where to refer me. I also emailed over and over asking for a simple response about the Stanley Steemer invoice. We had to have a sofa, rug, and stair runner professionally cleaned due to extreme filth--the rug was literally dragged outside and left in the rain, covered in mud, and the sofa had alcohol and soft drinks spilled on it in addition to nail polish, ground-in food, and cigarette smoke. Despite all evidence being uploaded within about a week, it was never listed on our claim response--they simply overlooked it. And when I pointed it out over and over, I never got a straight response, just a copy-pasted answer.
So I decided to escalate. Guess what? The resolution team member who handled our claim said I didn't need to submit a written notice of dispute (which is what the fine print says to do, by the way), and instead he said I can call and ask to talk to the "concerned department." And then he also gave a different address that's not the same as what's in the fine print. So I called, and yep, the next person I talked to had no idea what I meant. We've moved to sending a written notice of arbitration. Atrocious service. GOOD LUCK if you have an AirCover claim. We are seriously considering moving off this platform.
