I have been dealing with my issue for 6 weeks now, and they basically say take the $66 or leave it. Read my THIRD email to them below and their response to me below that. If I didn't love 99% of my guests, then I would be so through with Airbnb.
Hi,
Again, I am very disappointed by this assessment and the response. I love being a host, and you can see by my reviews that my guests enjoy my home and appreciate me. As I'm sure you are, I am so ready to have this resolved and hate that I ever had to deal with this. I truly felt that you all would handle these situations more fairly for your hosts.
Instead, I feel like I am the one being punished for the violations of one of my guests. Not only do you see photos that I provided after the damage, you saw VIDEO from social media of the party, smoking, and violations that caused the damage as they were happening. I understand your policy on covering appearance over structure damage, but $66 will in no way help to fix the appearance of the table as it was burned through several layers. My back door and wall paper damage was NOT the result of normal wear and tear. My back door was BROKEN by these guests and will now not shut completely. The wallpaper was intentionally peeled.
Denying the carpet issue is fine as I realize I didn't have time to get an estimate for that and didn't report my front door alarm sensor that they had to have intentionally removed and broken too.
When I signed up to be a host, I felt secure because of your insurance policy. However, it is a big problem to me that these guests could violate my rules so egregiously, cause damage to my house and you don't enforce them compensating me nor do you compensate me in a way to have any of it repaired. And, you protect them by not telling me that they have any consequences for:
-ignoring ALL of my house rules
-smoking in my house causing my next guests (and me) to deal with the smell of smoke (and other damages they caused)
-ruining the surface of my dining room table with burns from a hookah stand
-breaking my back door
-breaking my alarm sensor
-damaging my carpet
-pulling up my wallpaper
-leaving tons of garbage in my house
-leaving a used condom in my gameroom sink
-costing me valuable time trying to remedy the problems they caused, getting estimates, and go back and forth with you
-and more
How do you expect me to trust you when you say you take these matters seriously when you offer me $66 and don't tell me anything the guest is having to pay or do?
Again, what do I need to do to make sure this does not happen ever again? I already have the before and after photos of my house. They are in my listing. So your recommendation of before and after photos did not help me at all. Would requiring a security deposit for each guest ensure that I am compensated fairly if they cause damage? Again, I ask that you please reconsider your determination to make this right for someone who enjoys being a host and needs to feel good about my experience with not only the guests but with the company providing these opportunities.
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Their FINAL response (they say)-
Hello Summers,
xxx again from Airbnb, Trust and Safety Specialist.
Summers, again, I understand this is not the outcome you were hoping for.
We do our best to fairly and reasonably mediate these cases. In our efforts to be objective, keeping in mind that we were not present during the reservation
The reason for the denial of the claims have been informed in previous emails and has stated before, The issue was reviewed by my management team and they have decided that the right steps have been taken in the course of this investigation
Therefore, we wish to inform that you want that payout to be released you will have 48 hours to do it, if not, we will solve and close this claim without issuing the payout.
Please click this link to confirm your acceptance of our final agreement:
