Collecting from security for damage

[Jayne34]

I filed a claim in resolutions against a guest who trashed and damaged my home. They denied everything saying it was like that when they checked in. I involved airbnb, sent pictures and invoices. I've called and messaged support several times and finally got a response today, over 2 weeks later saying the guest should pay for it but they cant reach them. I messaged back "what about the security deposit"? But of course received no answer. What should I do now? On top of it they let this guest post a negative review after sending her my claim, which they DID address saying it stays up. 

[Emiel1]

@Jayne34 

It is the old story: guest leave a negative review after receiving a claim. There are a lot of posting about this subject in this community. You have a (small) security deposit on your listing, so Airbnb should collect money from the guest. But probably the guest is not cooperative....you left her a review also, she will not be happy. So keep contacting Airbnb, somebody at CS has to do a better job....

Best regards,

Emiel

[Jayne34]

Thanks Emiel. On the whole I've had good support from Airbnb on the few times I've had a problem. It seems like it's luck of the draw on who you get and this rep dropped the ball. My biggest problem is the negative reviews from the people I have had problems with. I have 4 places so bound to get a bad apple now and then. I've given up trying to get to Superhost which isnt fair given the option for guests to search for superhosts only. I bend over backwards to make sure guests are happy and think Airbnb is a good thing but it definatly has some things to fix.