I am a super host with a perfect rating, like many of you. I have had great guest except one, that lied about quantity of people and instead of having four, had 12 and damaged my house and stole rent money from us. We have submitted all of the date, proof, videos, receipts etc and have been working on this for three weeks. An agent said last thursday the 24th that this should be settled by friday the 25th as she had all she needed. Now I dont hear from her and every day I call I am told that only she can handle my case? Is this really possible? a super host has to wait for a person to get back to them? I cannot reach them and I have to wait days?
There is something wrong with either this particular employee, the process or worse the culture of the company, surely this has to be isolated as this cant be sustained, it will destory a good company
So what do you reccommend? I have four other homes with another competitor to airbnb and was just about ready to move them over to Airbnb but now I am not until I see that this is handled and that there is a really good explanation for the terrible way of working and terrible disrespect for a super hosts time.
Truly concerned and disapointed
Larry
