My name is Siang, I was the host for my guests, before Hometime do the cohosting for me.
My guest, PW checked out on 23 Jan 2020 and I called Airbnb Support that night and spoke to the case manager, P at midnight, that was within 24 hours and before the next guests arrived on 24 Jan 2020.
I later emailed the case manager, P in the afternoon as the phone line during the night was not clear. She advised me to write to my guest, PW about the damages which I did by email.
PW denied the damages and airbnb support sent me a message to choose whether I want to continue to pursue the matter with PW or involve Airbnb.
I chose to involve Airbnb and followed the link to submit the Airbnb Host Guarantee Payment Request form. I made multiple attempts as I had much difficulty uploading the photos.
When it was finally done, I received a message from Airbnb support on 26 January 2020 confirming that the pictures were successfully uploaded with the Resolution Centre Request to PW, and will be closing the case for the time being.
I did not hear anything from Airbnb after that. I tried calling Airbnb to enquire but was unable to get through as I have Hometime to cohost. I was told airbnb could not verify me with my mobile number. The reservation payment was paid late to Hometime a month later on 23 Feb 2020 due to a technical issue in the airbnb system but there was no payment for the damaged claims. As per Airbnb Support, on 18 February 2020, I do not need to do anything on my end but be patience.
I need assistance to know why PW reservation is no longer on the inbox list, the damaged claim case was close for the time being for so long without resolution while I was kept patiently in the dark waiting to the receive the payment which still hasn’t arrive. I tried contacting airbnb support specialist via email, airbnb.com/help but was unsuccessful due to bad destination email address. Does anybody know how or what is the airbnb support email address so that I could sent airbnb support an email. All my completed reservations are on the list in the inbox except for PW's reservation. It seems very strange. Please advise. Thank you very much.
Kind Regards
Siang **