Awful treatment from airbnb suppirt

[Oxana-And-Paul0]

Hi,

I wanted to express my concerns and frustration. My guest stayed 4 nights in my unit, violated all house rules, was not honest about condition of my unit, sent pictures to airbnb 15 min prior to her departure and asked for refund! They had 10 people in the unit and trashed the place! I had to order AC maintanence after her departure. Airbnb took guests side! Is it only my case or you are also experiencing the same issues?

[Ted307]

@Oxana-And-Paul0 

Lots of hosts here have experienced what you have. Take photos, get the repair co. invoice and submit a claim for payment through the resolution center. Do it right away, before the next guest's check-in time. Take a photo of the condition they left your place in. If you have a cleaner, have them give you a bill for the extra cleaning time and send it with your claim. Guest has 72 hours after check-i to claim the place is not OK and get a refund, so it sounds like 4 days is too long and you might have to tell the customer service person this, they are not very well educated on the Terms of Service, which seem to change frequently. Good luck!

[Oxana-And-Paul0]

Thank you Ted and Chris! I submitted to claim and it is taking them already more then 2 weeks to review it...they called me saying that guest was right and they are charging ne for the guests being not satisfied, then called back apologizing and refunding what they charged  and now charging me again without even notifying me about anything! Customer support is awful! And with new policy they are just imposed i start thinking about quitting it..

[Helen744]

@Oxana-And-Paul0 If the guest did not complain to you in the messages or leave but stayed in the appartment then they have obviously violated a number of conditiond and rules. Re contact Airbnb CS H

[Oxana-And-Paul0]

Thank you Helen!