Washer damaged

[Gabriela1943]

Hello the guest broke my washer glass lid. Glass went everywhere into bleech diapenser, drum in between plastic. Completely damaged glass fragments. Had to be replaced. 

Airbnb resolution center a complete joke sent pictures of the damages, receipt of new washer  DENIED! No explanation issued. 

[Greystone0]

Hi @Gabriela1943  - your experience is typical of an aircover claim. Lots of frustrated hosts with similar scenarios. 

Just based off what you shared above one of the missing elements is some sort of receipt from a professional stating condition of the broken appliance, perhaps?  You also need proof that it worked or state of the unit prior to this guest - how one does this is difficult to know for each type of claim (video of you doing laundry?). And proof of what the original one cost? which is impossible to have in most cases. 

For aircover, like with review disputes, you are dealing with AI (or that is my current impression), so you won't win trying to manage like it is a thinking, common sense human. The main goal is to deny and make you go away, it seems.

So what to do: if you have an option to resubmit, do so but with all the info needed for an aircover resolution. Keep in mind that AIRBNB doesn't seem to view 'replacement' or cost of new as the driver for what is covered. You can also consider a 'shame' campaign and post on AIRBNB social media to get a human response. But you really need to have a sound story here - as you can imagine, there are a lot of false claims and bad hosts that have led to making this impossible for the rest of us.

And the other advice you will also see around here that is a truism: don't rely on aircover! it isn't insurance. So make sure you have insurance for a case like this.

Good luck!

[Gabriela1943]

Hello @Greystone0 , 

Thank you for your feedback back! I submitted all proof along with the receipt, pictures of the washer inside the drum, bleach dispenser, and in between the plastic. The outside of the lid. The messages from the guest. 

I offered to send them the voicemail the guest left me.  They just don’t listen and pay attention the one supervisor disconnected the call. With no explanation as to why the claim was being denied. 

I’ve had claims before but small for $250 and under. I’m thinking it has to do with the cost $793.24. 

Airbnb is stating they will reach out to the guest! They allow 72 hours for the guest to respond. At first the guest was willing to pay and Airbnb advise not to pay it needed to be reviewed the guest had insurance. Now all has been disregarded all the information along with the guest wanting to pay. The guest indicated they will reach out to Airbnb and I tried reaching the guest and now I’ve been blocked by the guest. My message did not go through. 

I called Airbnb this morning and they will escalate but I have a feeling it will be denied. Is there a way I can contact corporate in San Francisco? The customer service outsourced is horrible to work with. 

Best regards,

Gabriela Perez