Involve airbnb for damaged claim but did not receive the payment nor hear from airbnb the outcome of the claim.

[Siang18]

My name is Siang, I was the host for my guests, before Hometime do the cohosting for me.

My guest, PW checked out on 23 Jan 2020 and I called Airbnb Support that night and spoke to the case manager, P at midnight, that was within 24 hours and before the next guests arrived on 24 Jan 2020.

I later emailed the case manager, P in the afternoon as the phone line during the night was not clear. She advised me to write to my guest, PW about the damages which I did by email. 

PW denied the damages and  airbnb support sent me a message to choose whether I want to continue to pursue the matter with PW or involve Airbnb. 

I chose to involve Airbnb and followed the link to submit the Airbnb Host Guarantee Payment Request form. I made multiple attempts as I had much difficulty uploading the photos. 

When it was finally done, I received a message from Airbnb support on 26 January 2020 confirming that the pictures were successfully uploaded with the Resolution Centre Request to PW, and will be closing the case for the time being. 

I did not hear anything from Airbnb after that. I tried calling Airbnb to enquire but was unable to get through as I have Hometime to cohost. I was told airbnb could not verify me with my mobile number. The reservation payment was paid late to Hometime a month later on 23 Feb 2020 due to a technical issue in the airbnb system  but there was no payment for the damaged claims. As per Airbnb Support, on 18 February 2020, I do not need to do anything on my end but be patience.

I need assistance to know why PW reservation is no longer on the inbox list, the damaged claim case was close for the time being for so long without resolution while I was kept patiently in the dark waiting to the receive the payment which still hasn’t arrive. I tried contacting airbnb support specialist via email,  airbnb.com/help  but was unsuccessful due to bad destination email address. Does anybody know how or what is the airbnb support email address so that I could sent airbnb support an email. All my completed reservations are on the list in the inbox except for PW's reservation. It seems very strange. Please advise. Thank you very much.

Kind Regards

Siang **

**[E-mail address & phone number hidden due to safety reasons - Community Center Guidelines]

[Sarah977 · Accepted solution]

@Siang18 There isn't any support email address. To send them a message, go to the Help section of the website, then keep following drop-down menus until you will eventually get to a "Contact US" box where you can type out your message.

[Siang18]

ThanThanks Sarah977. I finally found the "contact us" and send airbnb a message. Now I am waiting to hear from airbnb. 

[Nanxing0]

I'm having same issue. I had a guest use weed in my unit and I claimed deodorization cost but it's been a week or so since then nobody got back to me. I guess they are too busy these days and this is a lower priority thing.

[Siang18]

Even if it is low priority, it is more than 2 months of waiting and I am getting worried. 

[Grant-Gary0]

I had a renter from May 8 - 10 who did over $100 in damage (documented) to my house. I notified Airbnb mid-May and provided proof of damage, and nothing happened. It is now June 21. It appears that renters can damage property with impunity. I'm switching to VRBO.

[Frances109]

Same I had a crazy lady who I’m sure had no background check done completely damage my space and bnb is trying to deny my claim ! Class action lawsuit anybody ? 

[Nanxing0]

One thing I learned is that you need to check your email. They will send you an email, instead of on the Airbnb platform, to ask any questions and request for additional information/proof. 

[Marielbys0]

I have claims over 1 month old and over 4 months old on another and nothing has been done and no one will call me, they claim the cases are closed, but there was never any investigation and I supplied all legit photos and followed endlessly with calls and messages only to get back boiler plate exact same messages from Airbnb they have forwarded my case to a team member better in position to help and they value me as a super host. Does nayone have any phone number to reach people in a postion of authority or any email address to a real person in management?