Hi @Jonathan1360
Welcome to the community 😊
I so sorry to hear about your experience and frustration.
You are correct.
You did claim though Airbnb Resolution Center. The guest have 72 hours to respond to you. Yet,you’re unable to reach an agreement, you can ask Airbnb to make the final decision 72 hours after the request was opened.
What is the resolution center?
https://www.airbnb.com/help/article/767/what-is-the-resolution-center
You could often leave a message to the team, as to remind them to update you on the outcome.
https://www.airbnb.com/help/contact-us/logged-out
In addition, Airbnb stated,
“Airbnb’s Host Guarantee is not an insurance policy, and not all property damage caused by guests is within its terms. Hosts who want more protection are encouraged to purchase personal insurance that will cover property damage not protected by Airbnb’s Host Guarantee”
What is the Airbnb host guarantee?
https://www.airbnb.com/help/article/279/what-is-the-airbnb-host-guarantee
As an Airbnb host, you do need additional insurance.
Hosting with any accurate frequency is likely to void your current homeowner's policy, and Airbnb's protection is inadequate.
It is essential to follow the Airbnb host guarantee to progress and get the support of the claim.
Here's are links below to learn more about the Airbnb policy,
Airbnb Host Guarantee
https://www.airbnb.com/d/guarantee
Host Protection Insurance
https://www.airbnb.com/d/host-protection-insurance
What's the difference between Airbnb's Host Guarantee and Host Protection Insurance?
https://www.airbnb.com/help/article/938/whats-the-difference-between-airbnbs-host-gurantee-host-prot...
You might consult with your local insurance agency for additional protection and the insurance procedures.
I hope Airbnb looks into your case and updates on the results. ✌️