Airbnb didn’t collect damage deposit???

[Annie262]

I received a very disturbing email from a case manager simply called Juan. 

After escalating the money request for serious damage to our property by a guest when they refused to respond the email simply said hey, they are no longer on Airbnb but we made note of them in our system. Sorry we didn’t give you the outcome you wanted and that was it. 

Wait, WHAT??? Where’s the damage deposit at the very least???? Aren’t they suppose to be charged a deposit that’s put on hold until a claim is made or not after checkout??? The rep closed the case without so much as an explanation or a chance to ask even one question. 

Anyone else having some really bad experiences lately with terrible host customer service? This isn’t the first issue lately it’s more like the 8-10th. 

[Sarah977]

@Annie262  Unfortunately the so called damage deposit is not held by Airbnb- it is just there as a warning to guests that they could be charged that if they create damage. So if the guest doesn't agree to pay when you message to charge the for damages, you're pretty much out of luck- you can take it to the resolution center as a claim under the host guarantee, but whether that will go anywhere, who knows. Reports are that dealing with CS through Twitter gets better results than messaging or phoning.

Sorry this happened to you, and yes, CS seems to be getting worse by the day.