Aircover / resolution department

[Laura635]

I have been trying to reach someone from the Aircover/resolution department for months!!!!  I call and call and call every week, no one from the resolution department ever calls me. I respond to their emails, nothing.  I chat online, and they just say they will forward to the proper team and close  my ticket.  Does anyone have a phone number for the resolution/aircover department????

[Jenny]

Hi @Laura635 

Sorry to hear about this - could you let us know a bit more about the issue you're trying to contact them about?

We can pass your details over to the team, and make sure you get a response, but it'd be great to give them some specifics of what's happened.

Jenny

[Laura635]

Did you find out anything?

[Bhumika]

Hey @Laura635 ,

As @Jenny mentioned, could you elaborate more regarding your issues, so that we and other members can help you better?

Can’t find what you’re searching for? start a conversation

[Laura635]

I put up a large post with all of the details - it got taken down.  Basically we had a guest in our home in november who was found to be breaking rules WHILE THEY WERE THERE!  I called AirbNb and asked to get the guests out - the guests ignored airbnb.  Upon leaving, not only did they damage several things, they left our gas stove on with a cigarette next to it - t hey tried to blow our house up!!!!  I have been trying to get reimbursed since November.  I was asked for more information, which I provided. Then was told aircover wouldn't cover this.  Then the next month was told it was still under review and I needed to sign a form which did.  Then I recieved another email saying aircover won't cover, then just last week was told it's still under review.  I respond tot he aircover emails - no one responds.  When I call constantly and send messages, my tickets get closed and no one ever calls or reaches out to me.

[Bhumika]

Hey @Laura635 ,

Thanks for the information. I am making sure to pass on your concern to the team if they can reach out to you for more clarity.

Please also note that we are not a part of Customer Support, hence cannot promise you anything. But I hope someone from the team will reach out to you soon!

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[Laura635]

I hope so too.  It's discouraging to be treated like this, even as a superhost 😞

[AZ-Housing0]

So you've been waiting since November?

[Andrea6469]

Jenny. Do you have pull with the resolution department? I have a case that was closed after 7 days back in mid May. I was waiting on quotes from different contractors and the person who was my customer service advisor at Airbnb told me that the guest didn't have time to wait to find out how much I was going to charge them. This is regarding 

Confirmation code:

HMMKPJF42Z

just in case you have any pull. This couple caused over 10k in damage at my home. I keep getting shuffled from department to department. Thanks for any help just in case you can help me. Cheers, Andrea

[Jose5936]

Coul you please help me with my case... Thanks.

[Laura635 · Accepted solution]

It has been resolved 🙂

[Bhumika]

Hi @Laura635 ,

Thanks for coming back and letting us know! 

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[Kimberly557]

This is quite intentional.  Aircover is a hoax.  They removed our ability to collect Security DPs.  They will never pay you and after a year, they will tell you it is too old.  Airbnb gas lighted.  They can't even keep the stories straight when you call.  Each time, it was not escalated, but they will escalate or now a supervisor will get it.  Disgusting business model of a company.  We are Sanctuary of the Swan, a little ECO company.   I have been threatened now over a RC claim that they refuse to process.  It is not even their money.  So, I published their threat.  We are ethics based, and we don't work with unethical companies.  I would like to see this change before we say goodbye completely.  It was good before going public.  Arbitration costs us money.  How is this correct as they PROMISE we have Aircover.   If you follow us on fb you will see what I have sent to them and the bizarre letters that they sent to me telling me not to threaten them while they are actually threatening me.  Really, Really sad.