No support

[Lu111]

I’ve used Airbnb for years. I’ve recently set up a small business managing rentals for local clients.

i find it increasingly hard and frustrating to get answers or help with issues.

for example an apartment got absolutely trashed over a week ago.  Airbnb suspended MY account for a week which affected all my properties not just the one my stupid guest trashed.  I’ve had 4 different people ask me for same information on 4 separate occasions and to date not one of them he done anything to help.  

£1,000 worth of damage been caused and the guests have dared to leave a vile review which is live and I need pulled down but guess what... no host guarantee money, no support and no response   It’s SOOOO frustrating... please tell me I’m not the only literally banging my head against a brick wall??  I’ve said I need to raise a formal complaint failing numerous requests for call backs which STILL haven’t been responded to... and I get told I’m welcome to leave feedback !!! 🤯🤬

[Emiel1 · Accepted solution]

@Lu111 

It has be mentioned many times here:

After a damage claim is filed, a guest should not be able to leave a review (as it will always be retaliation)

Even more worse happened to you: listings are suspended by Airbnb because of the false review.

And to top it all off: no support to resolve the issues

.

[Lu111]

It’s mad isn’t it they have zero common sense or will to want to help people.   I’m hoping and praying for a better platform /competitor... I have NO faith left in Airbnb whatsoever 

[Lorna170]

We may have reached the point where we begin to call the police, file vandalism charges and not rely on any kind of assistance from Airbnb.  We will have to figure out how to have valid guest information to pass on to the authorities.   

[Lu111]

Airbnb just don’t care!! They take the money and they have zero interest in helping hosts at all. That’s how I feel anyway! 😞

[Helen3]

Sorry to hear of your experience. @Lu111  In retrospect were there any red flags in terms of this guest when you vetted them for their stay?

What sort of damages did they leave in the property? It can take some time for Airbnb to process claims. What stage is yours at - have you provided evidence, receipts etc and initiated the claim before your next guests checked in?

[Lu111]

Yep did all this and sent to my case handler the day the guest checked out.  Everything was documented and I was told I don’t have to deal with the guest direct as there were safety concerns.    I said I was concerned at the length of time re getting my damages but she told me it was fine she would open a damages case when investigations were finished. Sent everything over when she said ok and guess what ... they said I’m to late!!!!! Now she says it’s not her department and everything she did was under protocol her name was lolita and she’s completely stuffed everything up so I’m now going to sue Airbnb for not adhering to host guarantee as I have all the evidence I need to support me including my email to her saying I was worried that it was taking too long with her investigation 

[Nick]

Sorry to hear about your recent experience @Lu111 I've just forwarded the information you provided to Customer Service and asked them to have a look on this. I will update you when via DM 

Thank you 

[Lu111]

They don’t care and are no help!!! I’m having to sue Airbnb now it’s the only way