Resolution Team / aircover

[Ronda8]

Pending damage claim from 01/10/25 guest stalled. Have responded immediately to all emails received from resolution team  First representative was wonderful, handed over to another representative and no contact since 02/04/25. Additional damage found after initial claim of water damage to floors and wasn't sure of the best way to submit. Guest backed truck into garage door, was aware but never said anything. Have video documentation. Called customer service twice, was told someone would call me back but didn't happen. Third time was told to add to existing request. 

I have been hosting 9 years, 4.97, super host, guest favorite, top 5% of homes and have never made an Aircover claim. I have always had great customer service in the past but super discouraged by this process. Any help would be greatly appreciated. Thank you.

[Emilie]

Hi @Ronda8, 

Thank you for sharing your experience with us on the community; I was very sorry to hear you've ran into so many challenges with this booking and getting the assistance you needed.

As it has now been a little while, I wanted to check in and see if you had heard more from the customer support team since? 

Please let us know how things have progressed, and if you need any more help 🙂

Thanks,

Emilie

[Ronda8]

Hello Emilie,

Apologies for the delayed response, your message went into my spam folder. I heard back from the Resolution Department shortly after my post and was pleased and relieved  with their resolution. The guest filed  a claim under my home owners insurance the day after I received payment from airbnb, unsure how that will play out.

Thank you for reaching out, much appreciated!