I just hit four months since a first-time Airbnb guest ruined my condo by leaving a pot burning on the stove for a full day. The guest admitted to doing it, and there were witnesses, so there's no question there. Thank god there wan't a fire.
Long story short, Airbnb had a computer glitch that initially resulted in them denying my claim and telling the guest they weren't liable. After appealing this, Airbnb told me I had a valid claim after all, and that I would be reimbursed for my loss.
I am only asking for compensation for cleaning and smoke remediation, plus a few items that needed replacing, such as the stove hood. I did not include the mattresses and other soft furniture that could not be salvaged from the smoke smell. It took me two months of scrubbing, painting, and airing out to get the stench out of the walls and ceiling.
All AirCover contact is handled through email for some reason. My "supervisor" seems to be located in **, or where ever they refer to their days off as "rest". Their only purpose seems to be to keep me at arms length. "**" has never answered any of my questions, and only sends me generic messages thanking me for being a Superhost and for my patience, and letting me know they are going on their "rest" and will continue working on my claim when they are back. The mind reels at what exactly needs to be "worked on" when it's already been approved and only involves six receipts.
Maybe I'm more venting here than looking for answers. Let this be a warning to any host who thinks AirBnb AirCover is worth anything. If I had just gone through my insurance company, this matter would have been resolved and I would be up and running. My bad for trusting Airbnb would resolve this fairly and quickly. As is, they have lost a Superhost with many bookings and I am out of the vacation rental business until I can refurnish my place.
**[Content removed in line with the Community Center Guidelines]
