I'm a host and I had a question on escalating a complaint. I hosted a guest with no previous reviews. The guest broke house rules - continued surreptitiously doing so every day even after requesting her not to - and also damaged my property, ripping cushions and ruining my personal pots and pans (I don't allow cooking, the house rule she broke everyday). I raised a case on Resolution centre for addl. facilties she used breaking house rules + security deposit for damages. I got positive resolution on the addl. services where they saw the damaged pan and acknowledged so.
However, the case handler, Naomi, dealing with the Security Deposit was really unhelpful and incompetent. I sent multiple pictures of the damages to the cushion and pan and also screenshot from her colleague acknowledging damage to the pan while resolving on the addl. services. She wrote back saying it's minor soiling, so no refund will be given, when there was not a speck of dust on the cushion (I'm a Plus host) and the ripped out thread where the cushion sequins were was prominently visible.Her statement confirmed she hadn't even looked at the pictures!!! She also made no mention of the pan damage either. I requested this to be escalated and at least the case to be looked at by another case manager who bothers to look at the documentation and pictures. However, after 72 hrs. of silence, the same case handler Naomi, wrote back that the decision is final with no explanation of why was I not refunded for the torn and damaged items, and why it wasn't given to another handler. I am extremely disappointed...not only did I have to bear very unpleasant guests but equally AirBnB is shirking responsibility! How do I escalate this please?
