My Concerns Regarding Host Guarantee Program

[Lan1]

Hello My fellow hosts:

I recently had a local guest, booked for two but arrived about 20+ For a huge over night party. The moved some of my furnitures outside in the backyard and left candle fire on in the bedroom and living room unattended even after checked out ( my cleaning crew reported with documentation). My hardwood floor and bathroom floor were damaged and some furnitures were burned. Airbnb denied the host guarantee payment request, concluded the damages were normal “ wear and tear” without any examination and documentation. Below is my response, please advise!

Dear Sir: I believe I was unfairly treated by Airbnb case manager.
My case was closed by force without any supportive evidences and documentation.
1: initially I followed your instructions very carefully : worked on communication with guest first, waited 72 hours, requested Airbnb involvement. Officially filed host guarantee payment request. Then waited...
2: Airbnb ignored the case about 7 days, then closed the case by force.
3: I voiced the situation in community help board and on Twitter, then a case manager called Rachel responded, requested all the evidences and replacement costs estimations
4: I presented properly all the items required, then waited another 4-5 days
5: Finally you denied the request ( final decision)without any supported evidences and documentations.
6: you are treating hosts very unfairly, and with poor professionalism.
7: My decision : will continue search for professional advises, post on community board and social media for seeking help, if necessary, I will file complain in state consumers protection office.
Thank you for your attention!
LAN Zhou .

[Helen3]

Oh dear sorry that this happened @Lan1  how were your guests able to host an overnight party without you noticing?

Do you not have CCTV or similar to monitor your listing to help prevent this sort of thing happening?

Why did Airbnb say you didn’t have a valid claim.

I believe you can appeal against the decision? 

[Lan1]

@Helen3  I am trying to send the screenshot of the email from case manager but this site won’t let me. Below is the copy

**********

We do our best to fairly and reasonably mediate these cases. In our efforts to be objective, keeping in mind that we were not present during the reservation, we must consider all available documentation and communication when coming to a decision which aligns with our policies and procedures.

We regret that this decision has negatively affected you, but we believe this to be a fair resolution, all things considered.

Airbnb reserves the right to make the final determination with regard to these disputes, which is outlined in our Terms of Service. Thus, we are unable to reconsider the decision made in this case.

Please know that we are thankful to have you as a host in our community and look forward to the many positive experiences you will have using Airbnb moving forward.

******

The issue is Rachel, the case manager only made final decision WITHOUT any examination of my documentations. ( Who can teach me how to upload photos here? I want to show my fellow hosts the documentations) Case manager barely communicated with me, except only TWO IDENTICAL templated emails stating she was  working on my case etc...

I was in my other residence that night. After neighbors’s complain message ( documentation available) I rushed back about 1:00 am . I saw huge group people in and out my gate. I talked to the guest, he promised me to send others away. I also saw people driving away. Then I left as it was too late, I needed sleep. In fact, those people returned back after I left. My cleaning crew reported  maybe over 15 slept in the house and trash everywhere, heavy smoke smell, toilet and nightstand got burned mark, lots of spoons were missing, furnitures were moved to different location....

My fellow host, please be aware that we are NOT protected by the million dollar host guarantee program, airbnb can easily reject you without any evidence examination or documentation....because they were not “present “ during the reservation.

Thank you for your attention!