We are disappointed about Airbnb recent performances

[Zhao28]

I am very disappointed about the recent airbnb performance.  I had a guest who left without returning one set of keys. That forced me to change the lock. We bought the lock and changed the lock, that way is much cheaper than hiring a locksmith. We just charged the lock fee, not the labor fee, we provided the receipt of the lock and filed the air request before the 14 days expiration period. During the waiting time, 10 people contacted me told me to fill out the same money request form again and again, and asked me to wait with patience. One or two told me that they could not reach the guest. One month later, I found my case was closed without any explanation. The host can never get reimbursement for his loss if the guest never reply?

[Sybe]

@Zhao28 I'm so sorry to hear about this! I'm sending it to the team right away, they'll get back in touch with you.

If I get any updates in the meantime I'll let you know.