Hello,
I'm coming to write to the community to have new idea on how to proceed because frankly I'm helpless after a while. Airbnb markets the fact that they have an insurance covering very high damages and protecting hosts.
I've been a superhost for 3 months now and during my time as airbnb host never had to ask anything from them, as I would cover for small damages. End of January unfortunately some guest left the apartment in a terrible condition, with even a big hole into the bahtroom door.
I fixed everything and paid for the damages, kept the invoices and was hoping for a quick resolution.
However, for a month and half now:
- Aircover seems to only send an automated messages every 2 days to tell me my case is prioritised and of the utmost importance
- They ignore my reply and don't answer any question for a timeline or to get in touch with them on the phone to help with the resolution
- All the pictures of the damages and invoices have been sent for a month and half now but seems not to be processed
- When discussing the matter with airbnb, airbnb systematically replies that it is aircover matter and they cannot do anything, closing my case
At that point I don't know what to do, I have the feeling the case is lost in a system where there is no way to contact anyone, and feel scammed. I have worked hard to bring the total cost of reparation to around 600$ when it could have been more than 2000 if done by professionals. I've found my apartment destroyed and would at least not to be worried to be ignored like that and have no reimbursement when one of the reason I went to airbnb was the safety in the first place.
Did you have issue with aircover? What did you do to be able to have a resolution?
Thank you in advance.