Dear fellow hosts,
There was an accident caused by a guest at my flat. There was a small fire and the frount door had to be broken down by the fire brigade to gain access to deal with the situation.
Although I have cleaned the flat thouroughly some guests have complaind about the smell of smoke.
It has now been over a week since I reported this incident and although Airbnb have given me an automated response in the form of a reference number there has not been any other contact or support. This is very disappointing as I usually reply to guests questions within an hour and I was hoping they would do the same.
It is also impossible to speak to anyone as the website is difficult to navigate when this type of problem arises. I now have to arrange proper repairs and need to know how I make an insurance claim to renew the front door, the electric hob and redecoration of the whole flat to eliminate the smell of smoke as this damage was caused by a guest.
I love working with Airbnb and I am hoping this situation is a glitch rather than the norm.
HELP...!!
