Escalation other than to Resolution Center?

[Thomas40]

We really need your help on this case which is going no where. 3 weeks ago, one of our guests damaged our garage. He admitted he damaged it as HOA immediately reported to us. We talked to the Airbnb support center to ask for advice in terms of how to communicate it with the guest and followed every step of it. Every one of rep. we talked to told us that the financial part would be definitely covered by the guest, if not, then by the insurance. However, the totally opposite conclusion was given and the case was forcefully closed by this case manager with zero communication despite our numerous attempts to talk to her, Alex. She also stated "As you may already know, our policies state that we have the final say in any dispute to which we are called upon to mediate. As such, the decision reached in this case is final and cannot be overturned".

When it was obvious she did not even read the documents we submitted, we reached out to the support center again. They tried to remove Alex and re-assign a new case manager, but it went back to the original case manager Alex three times for the past one week. This is going no where. Is there any other way to resolve this case?

We have covered a lot of damaged items on our own whenever issues caused by guests but not resolved by Airbnb. However, we really want this case to be resolved fairly given the points below:
- The guests parked and damaged the garage one more time "after" we asked him to either change the car to a smaller one or park outside, which we found multiple options for him from right in front of the building to a huge parking area, a 2 min walk away for free. (we came out at 10:30pm to help him out. we always stay responsive and responsible to ensure guests' pleasant stay. He acted he would park right in front of the building, but somehow went back to the garage and damaged it again)
- The review he left was ":((" with 1 star for everything. This is not only inaccurate but also not helpful for other people to consider our property. He's simply trying to intimidate us.
- Out of the damaged amount of $450, less than a half was paid by the guest, but by 373 coins and 68 notes (we understand it is still money. However, it is supposed to be a part of the compensation, it is giving us more work than helping us....)
- He should be responsible as a driver and extra cautious about the height limit regardless of where he drives (For our property, it was not once, but "twice" that he damaged the garage. He was well-aware that he damaged it when he first parked.)
- The counter request of $500 based on his frustrations. We cannot be responsible to make the guest happy because he damaged our property and felt frustrated about it?!

We actually had the exact same case via VRBO a few months ago. The case was fully and promptly covered by the guests ($490).
We submitted photos of the damage and the car with time stamp, an invoice from the HOA designated vendor and an image of so many coins and notes.

Your any help will be much appreciated. 

Yoko and Thomas

[Scott80]

You are not supposed to collect money outside of the AirBnB platform https://www.airbnb.com/help/article/209/why-should-i-pay-and-communicate-through-airbnb-directly.

There are many instances posted on this board of AirBnB not compensating hosts for damages. It becomes judgment call of being willing to write off those instances as a cost of doing business or not hosting on AirBnB. Since you said that the garage has been damaged repeatedly, perhaps not allowing guests to use the garage is the answer. Just put in your house rules that guests have to park in the parking lot and not in the garage and disable the garage door by putting a padlock through a hole in the track.

Edit to add: Looks like the host has unlisted the property, so it is kind of a moot point. I suppose you could contact a lawyer or mediator but they may say that their fee would be greater than the amount you would collect from the guest so it is not worth the trouble.

[Thomas40]

Thanks for sharing your opinion, Scott. Yes, we asked him not to leave money in writing as well as by call. It might be his way of attacking us. When a SUV is taller than 72", a car damages the top of the gate as clearly stated at the top of the gate.

As mentioned, we followed the Airbnb's advice for every step; every rep. told us it'd be covered. Another host told us the exact same situation happened to her. She was a superhost with 5 properties. She sold all properties given Airbnb never stood up for her. When things are smooth, this is surely a great service. However, when you have your asset damaged by guests, Airbnb does not seem to work with you under a fair system.

[Juley0]

If it were me, I'd be all over it...try contacting a Consumer Advocate in the media (TV or Radio Stations.) Airbnb hates it when they get bad press.  Also, a last resort (but not likely to do much) would be the Better Business Bureau. 

If you have tried repeatedly to speak with someone at Airbnb that has the authority to review and override any prior decisions, don't hesitate! You can find Consumer Advocates by Googling if you are unaware of any that are local to you. In The SF Bay Area, there is "Contact 4" (KRON) & "7 On Your Side with Michael Finney" (ABC).

Best of luck to you. So sorry you are being treated this way. This is what happens when you have Clueless Gen X-ers Setting up a business & hiring even more clueless Millenials to handle Customer Service.

[David126]

You can take it to Arbitration as detailed in the Host Guarantee.

[Doug-And-Julie0]

Hi David, can A guest, As well as a host,   Take it to arbitration after the resolution center has made a final decision?

 Thank you 

[David126]

The Resolution Center is staffed by shall we say low level personnel with apparently no professional training, you can not even call them.

Arbitration is a much more serious affair, an Arbitrator has a Professional Qualification and is independent.

[Sam373]

So sad to hear you are treated unfairly. Recently, I found out some of the airbnb case managers are doing that. Most of them are good and kind and willing to help, but some are faceless. just reading the policy to you.  Airbnb need to setup an escalation channel asap or at least a case manager rating system.