@Heinz0I hope you never have to file a claim with Airbnb.
Sadly, I feel I was totally blown off by Airbnb after a 33-day guest overstayed by 9 days, damaged my furniture from training their dog to pee indoors (dog appears to have overpeed/missed the "pad" these guests kept on the wood floors in my kitchen for their dog to pee on, the dog appears further to have confused my handmade living room rug for another pee pad, as these guests clearly have no clue what they have done to their dog making him pee indoors, and make no mistake the indoor-peeing dog was NOT disclosed to me!). Further, this little couple who appears to live Airbnb to Airbnb was not content to keep bicycles and other sports equipent in the garage as I do, so they had dragged all their wordly possessions into my second story flat including golf bag/clubs, two bicycles, multiple TVs and related gaming devices, vacuum cleaner) fully scraping and scuffing up my beautiful 107-year old painted entry woodwork more than the cumulative use for 20 years before their 33 days. They left massive amounts of dog hair and one disgusting bathtub, after an already ongoing issue of accumulated oils on the bathroom walls and ceiling for their apparent unwillingness to run the vent while showering. Just gross. I filed for a claim against my $5000 Security Deposit, emailed in photos, called a dozen times, was assigned a Trust & Safety adjustor who only regurgitated standard paragraphs and responded to emailed photos with statements like, "some of the photos you sent in were not visible" and "we cannot use the document you provided because it is not an official document" (referring to my spreadsheet that summarized the items damaged-- I created this itemized list all on one page because the phone contact for Superhosts told me to be sure to include a list of the items with corresponding amounts and a total).
I have never had an issue with a guest before and I'm proud of 100% 5-star reviews because I take guest comfort and experience very seriously. These guests finally left 9/4. Today is 11/4. About a month ago, I did receive an email suggesting my claim is being turned over to a Senior Adjustor, but I have heard nothing... It's a joke.
I won't host again in my beautiful flat unless I know the guest personally or friend of a friend or former guest highly recommended. Again, I have a $5000 Security Deposit. Apparently means nothing. My claim was only for very well documented damages and the unpaid days to be paid against the security deposit. So, please recognize the security deposit is a joke because hosts don't hold the cc# or the funds, Airbnb does, and Airbnb is unresponsive to host requests--or at least totally unresponsive in my case.
