Yes, I had proof the guest had unauthorized people in the unit, airbnbn refuse compensation. There were no damages.
I informed airbnb around 10 pm that there are more than 12 people in the home, and case manager said,
Airbnb- “Thank you for reaching out to us. My name is *****, and I am your Case Manager with the Customer Experience Team here at Airbnb.
As advised, please share with me the photos you have for me to have a reference when I discuss this with your guest. ”
And told me again,
“As discussed over a call, please do send over some additional photographs on this thread so that we can back you up on this claim. Also, can you please let me know if you have any reasonable time frame to have this matter sorted out? This would be a big help for us as well. Thank you very much for extending your patience as we work out on this matter.”
Me, “Thanks for calling me. Please solve it as soon as possible. I need my full money, including tax”.
Airbnb Support- Thank you very much for sending these documentations over. It will definitely help us to file a claim on this. With regard to your reservation, your full payout will be credited to you including the tax, there is nothing to be worried about that one. What we are currently working out right now the fees for the additional guest after 3. I'am already in touch with Christina about this matter and will keep you posted once I have already get an update. I promise to have this matter sorted out the best the I can.
Airbnb Support-I'am still negotiating with Christina McNeil about the extra guest fee. This being said, I will keep you posted once we have already met an agreement. Also, I will be out for the next two days for my days off but you may still go ahead and continue sending all your inquiries throguh this thread so I can read over to those when I get back.
Airbnb Support- I'am sending this message in line with the concern with the reservation with *guest name*. I just wanted to update you on the case. We did catch her up for the extra guest fees during her stay. The supposed amount that needs to be settled from her is $XXX ($XX*10), however, we failed to get any amount from her due to some circumstances. She did mention that she doesn't have such amount and that she is not willing to pay for it as well. This being said, we from Airbnb would like to seek for your understanding on this matter, but we don't want to leave you with nothing as well. What we can do is to cover half of that amount so that we can at least compensate you for it. Please do let me know of your insight with this.
Airbnb Support- I just wanted to get your side on the option that I offer?
Me-That's disappointing,
The reason they denied
Airbnb Support-Thank you very much for extending your patience on this matter. I know how frustrating this situation may be but I hope that we can sort this one out.
This being said, I tried to seek for an approval for your security deposit of $500 but I was not approve as it is already beyond by threshold as a case manager. This being said, I was advised that the maximum that I can offer you on this is the $XXX (half of the extra guest fees).
Please do let me know of your insight on this matter.
Me- I am not feeling supported by Airbnb and their own policies. I did what Airbnb suggest to do and backstabbed me. There is no surety and security to do business with Airbnb. At least send me $500, because legally it is properly listed in the listing.
Airbnb Support- I definitely get your point on this, however the Security deposit works in a way that you can file a claim for it if there are damages on the property after the guest has check out. If you will be able to provide proof of damages we might consider that but on the situation with *guest name* reservation, it is indeed a different case here, and to atleast compensate you for the unpaid extra guest fee, I'am offering you half of the supposed charge that needs to be settled by *guest name*. For the sake of the not leaving you with nothing at all. I hope you do understand that we do also have our maximum threshold and on this case, I have already reach mine as for a case manager.
I have the almost same rules that no one except for the guests are allowed on the property at all without our prior notice and permission.
I live next door, I caught them and report to the Airbnb.