So its a long story...
A guest rented my duplex portion of my home after the COIVD 19 crisis began.
We needed to rent for the money, we wanted to have long term tenants
The guest books for a month and ask our covid 19 procedures.
3 days into her booking she requests i change her lock code as she thinks she "compromised her location" and code. so i had changed it for her.
2 days later she called airbnb and had them call me to request a cancelation.
Feeling strapped for the money and stressed for renters, i had to deny the request in accordance with my policies.
After that i believe the guest stopped staying at my home, who knows.... she did however use the room to keep her cat for the duration of the stay.
about 15 days into the reservation shes asks me to fix her headboard because it was making some noise. i say i dont want to enter the unit due to covid but, recommend putting a pillow to stop the noise as some guests have before (metal headboard).
10 minutes later she hunts me down working outside and requests i fix the headboard, so reluctantly i do. I enter the unit and see that she is using my towels as a litter box and litter and urine is all over the floor.
I ignore it because if she doesn;t know she needs to use a litter box, my telling her as a fellow cat owner, isn't going to help....
The headboard is disconnected from the bed, and the bed is about 4ft from the wall in the middle of the room. the headboard is laying on the bed.... (a slight a noise)
I fix the bed and leave the room...
Throughout the rest of her stay she asked for her code to be changed twice, and also asked for a key to the interior door that seperates my house from hers. the door has locks on both sides, so i denied the request, as he doesn't need access to my side of the home, it should be assumed i always have acess to hers as the homeowners, and that since i have rented the space to her, i would NEVER enter it without her asking me too or after her checkout.
She makes several other odds jabs at privacy and seemed quite paranoid or off to me, so i was at this point worried over legality and evictions and such during this time...
Come the 30th, i mention checkout is by noon, and message 4 more times, over 8 hours to see if she has vacated the room. She never responds... I actually had to have my neighbor film me enter the unit and come with me as i was worried she was trying to pull some kind of legal maneuver or make a claim about me be threatening or something. and i did not know if she had left, checked out, or gotten her cat.
I enter the unit and it is destroyed, cat urine everywhere, cat litter everywhere, all dished left dirty (house rules about that), no cleaning done at all, garbage shoved behind every peice of furniture and in every drawer and cabinet. I believe she attempted to trash the unit because i would not refund her..
Towels that were used as a litter box, Stolen.
Floor with urine stains in hallway, bathroom, bedroom, and closet.
The best part.
She took my $100 mattress protector with a warranty to the $2500 sleep number bed it was on protecting against any stains for life.
There is urine all over the bed.
The protector is soaked.
Film a claim for damages and say "need to submit more information before review" as the airbnb claim form mentioned i could do.
Woke up the next morning, claim resolved, no payouts, pet damages.
I call and get the case managers supervisior.
He laughs at me and is rude on the phone saying the damages were caused by a pet.
Dismisses stolen towels and overstay fee.
Says to me "In my mind, the mattress was probably peed on, probably by her cat, maybe by her, and then her next action was to remove the protector to clean or dry it, and in doing so she got urine on the bed." "But i will not pay out the claim because we dont cover damages *caused* by pets."
I ask him "why, if it were her actions, and we cannot say whos urine, only that SHE CAUSED THE MATTRESS PROTECTOR TO BE REMOVED AND CAUSED THE DAMAGED IN ATTEMPTING TO CLEAN IT, in your own words, would you then not pay the claim out, admitting it was her, and her actions that caused the damage?
He laughed and said, "because we dont cover damaged caused by pets"
Ive been trying to have the case transferred for over a week, mentioned i have his voice recorded admiting the damaged were caused by the guests actions. but i cannot get it transferred. 8 days, 5 calls, 8 hours on hold, 5 reps, and 5 expeditions and 5 requests for a callback from a supervisior, Nothing.
what should i do, i cant get any help, i cant keep calling and getting no callback or claim manager.... slowly going insane.... the supervisor admitted the damages were caused by her, not her pet.
