Damages

[Rebecca55]

Re: Case ID ***

I had a guest that checked out on Friday morning May 20.  He damaged the storm door. He sent me an e-mail that it happened.  I had my maintenance guy check on things and make temporary repairs.  We've ordered a replacement door.  I had to get several bids.

I submitted a claim, ID above, on the 20th, including a photo of the damage.  The guest is traveling.  We've exchanged e-mails but have not reached a resolution.  The AirBnB rules say that the owner and the guest should attempt to resolve things between them before involving AirBnB.   

This guest always takes a few days to respond even under normal circumstances, but this is a holiday weekend--and I think he is still traveling. 

On May 24 I got an e-mail from Scott M that my claim had been submitted.  I tried to e-mail him with an update on my progress/or lack thereof, with the guest, but it is a no reply e-mail.  Today I got an e-mail that since it has been 5 days, and I have not submitted a claim, they are not able to provide any help.  Again, it is a no-reply e-mail. 

The door was special order and rather expensive-more than the guest paid for lodging. 

I did submit a claim--the ID number is above. 

I don't know what to do now.  Maybe Scott M will see this.  

[Clare0 · Accepted solution]

@Rebecca55 Your guest not responding to you is complicating things, for sure.  Unfortunately there are no Airbnb staffers in this Community, only fellow hosts helping out.  I would advise contacting Airbnb again, preferably through twitter @airbnbhelp since they tend to respond faster.  The link below also describes all the ways to get in touch with Airbnb:

[Rebecca55]

Clare, Thank you for your response.  Twitter is not an option.  Perhaps someone else will have a suggestion.  I will attempt to reach them by phone on a business day. 

[Anna165]

I always phone Airbnb if there's a problem  - the staff are always friendly and helpful and do their best to sort the issue.

[Natalie58]

what is there phone number? there seems to be no posting of it at all on the website or the app?

[Mark26]

What?  Twitter is not an Option?  Of course it is an option.  A very bad option, but an option neertheless. 

Come on...  you can do it....  Just type it up in 72 characters or less, and fire it off into cyberspace.   Something along the lines of....  "Plz Hlp. Door bust. Bd gst. Snd $$ 4 nu now.  Ths sux.  Wtf Abnb?"

[Clare0]

@Mark26 You are funny!  Almost spilled my wine laughing.   

But people should know they can also send a Direct Message (DM) on twitter where one is not limited to the number of characters and is private between the poster and Airbnb.  I use it all the time including when I'm stumped and need an answer from Airbnb in order to respond here in the Community Center.  I advise people to use twitter all the time.

Thanks for the humor!

[Rebecca55]

I just wanted to report on what happened.  This was posted on a holiday weekend.  On Tuesday I called the number provided by Clare.  (not the toll-free number)  My first 2 attempts went into their menu, then were disconnected.  On the 3rd try I went into the menu, then was told it would be a 30 minute wait.  I was prepared for that, so I put it on the speakerphone and waited.  It was less than 30 minutes, when Lindsey came on the line.  She was very helpful.  She was able to research my postings.  Some of my e-mails had gotten through.  (You must reply to their e-mail with no edits.  You cannot send them an e-mail even with the case number in the subject line.)  She did research and called me back twice.  Eventually, she passed my information on to the original rep, who had my file. 

I continued to exchange e-mail with Scott M.  I had posted my claim with the Host Guarantee process.  They wanted it posted on the Resolution Center first.  The resolution center does allow communication and negotiation with the guest.  (That was not clear originally--it seemed very arbritary.)  I posted in the Resolution Center. They monitor all communication.  The guest did not respond. 

After a few days Scott informed me that AirBnB would pay my claim and I needed to accept the Agreement.  He provided a link.  The dollar amount they agreed to pay is still not clear to me, but I have no other recourse.  I received this e-mail Friday afternoon, and was required to accept by Monday mornng--before their office opens again. 

I have added a security deposit requriement to my listing.  I've never had any damage from anyone other than an AirBnB guest. 

The next thing I need to figure out is how to collect the local lodging tax through AirBnB.  No, I cannot gross up the rate--the tax must be separately stated.

And, BTW, Twitter is not an option, but I appreciated the response.  It added a bit of levity to the situation. 

Rebecca

[Rebecca55]

Another update.  It's been 3 full business days.  I accepted AirBnB's offer (Friday). I replied to their e-mail as requested (Friday), but there is silence on their end.  Wednesday. 

[Rebecca55]

Just a follow up--AirBnB did contact me again, approved the claim, and I have received reimbursement.  The process works, but it's very slow.

[Amara6]

18 days to process a claim is not bad Rebecca, mine has been 18 days today and still no pay.   Although Airbnb has sent me a confirmation that my claim has been forwarded to the Trust and Safety team, I have not heard from Trust and Safety team.   

[Vincent183]

I have a claim too but the tenant claims it didn't happen. She blames the maid in a text message. I believe my maid. Since the tenant didn't pay the 30 euros, who do I contact to get reimbursed for damages? Not a lot of money but it's the principle.

Thanks,

Vincent

[Vincent183]

Sorry, the tenant wouldn't pay the 30 euros in damages.

[David126]

You can try the Resolution Center but I would no hold out much hope.

[Richard259]

Hello what is the # you called to get action from abnb?

Rick