Airbnb refused multiple times to reimburse me for damage done to furniture by a guest

[Alexander1179]

A guest broke a leather designer chair and I reported this via the Resolution Centre to Airbnb. I received a quote on the repair costs and shared this within the 30 day period with Airbnb. In my message I clearly stated that the costs for the repair could be higher than the quote and that it would take 2 months until the chair would be repaired (so outside the 30 day resolution period). This because I needed a specialised repairman with a long waiting list. 

Airbnb's reaction was that this was totally fine and that I could send the final invoice and costs and they would reimburse me the difference. When I sent this they blatantly mentioned that I was too late with my claim and that they would not reimburse me the difference. I filled multiple claims, showed the evidence clearly stating that it would not be a problem to send the final bill later and still Airbnb refused to reimburse me. They shut me down and unilaterally closed the case. I cannot appeal this in any other way because it's Airbnb who is the judge. Despite having clear and irrefutable evidence to support my case, Airbnb chooses not to act. I find this appalling and still want to see this issue resolved

[David-De-Jesús0]

the platform is terrible, I had similar issues, a guest and his party broke some of my toilets, they stole some bed covers and other items and i reported her immediatly, even though she never answer back or give any response, the platform drop back my request, they never gave me back any founds to repair the issues, nor they gave any penalization to the guest, and whenever I asked the call center for aid, they always fail to assist me, plus, they were very rude and unpolite and the hang up the phone several times... 

[Andrew-and-Chrissie0]

We have just had a similar experience of being closed out by the Airbnb Resolution Centre.
We messaged our guest stating that they had damaged a sofa bed with massage oil.
The message was sent before the next guest arrived.
Our guest apologised and accepted responsibility.
The matter became disputed when they did not like the cost of remediation.
Airbnb has ruled out the claim as not falling within the reporting timeframe.
The timing of their messages evidences compliance.
Is there an appeals process?
If not, which Airbnb entity in UK or Europe should be served with a Small Claims Court process?

[Liv]

Hey everyone,

I'm sorry to hear about those experiences, but hopefully this is good news:

All Hosts will soon have access to Aircover, a free top-to-cover protection. We’re really pleased to share some details with you that were recently announced.

Host feedback is always very much appreciated, so please let us know how you like the new service by sharing your thoughts here on the Community Center once it has launched. 

Thanks,

Liv