Dear Community members,
I am writing to seek some guidance here as a host. I recently had a guest who went up the attic, walked on the drywall and broke the ceiling and loosed the drywall of the other rooms. I was asked by Airbnb to open a request with resolution center with pictures and estimates and if the guest declines, Airbnb will step in. The guest declined to pay but mentioned he went to the attic and didn't damage on purpose. They violated many house rules but are not admitting to it. Just left the property without informing me about the very big hole they made to the ceiling. Now its been 10 days, I am following up with the claims team through emails but they asked me to submit picture and estimate in letterhead first, which I did then asked for the company website of the contractor. The contractor is licensed and bonded but doesn't have a company website so I sent them the details I found in the NM state website for independent licensed contractors. No response yet.
Everytime I call their help number, they say its escalated to claims team and there is no other way to contact other than email. So I am at a dead end here. No response from claims dept and no other way to connect to them. How is this helping a superhost?
I had to block my calendar till the cabin is ready and Airbnb should get this claim finalized when its very obvious the guest is responsible for this damage.
Can anyone suggest how to escalate this with Airbnb?
