Reimbursement

[Bettina254]

I have guests that just left and destroyed my house. They broke my front door and it is an antique. Trying to file a claim with Airbnb but getting nowhere. Very frustrating. Any suggestions?

[Gwen386]

@Bettina254 How did guest break an antique door and please describe how they destroyed your whole house. You need to give airbnb way more information than this to file a claim. Did you reach out to guest first?

[Bettina254]

I have tried to go to resolution center and upload photos and videos with a description of what the photos showed but when I get to the end it tells me something is incomplete so I go back and check but could not figure out what was missing. I called them three times and one person said case was closed but I had not started it yet. Another said there was no information showing that I spoke to anyone. 

My front door is all leaded glass and someone put there hand through it. I need a stained glass person to fix it since it has a lot of detail. I've had to go to the police twice now because of threats since I kicked them out early.  They say they left things there. They went back on Monday looking and then called me. I then received several threatening texts from two different numbers. One said I would be dead.  They are using fake names and burner numbers when the reservation was made. The police cannot do anything. Airbnb verification is a joke and so is there support. 

[Helen3]

Have you followed the steps for making a claim here https://www.airbnb.co.uk/help/article/279/host-damage-protection

So sorry to hear about these guests @Bettina254 . What were their previous reviews like? When you vetted the guests apart from asking for photo ID what other vetting procedures did you have in place?

Have Airbnb removed them from the platform?

If you are receiving death threats surely the police can liaise with Airbnb to get an address/other information about these people 

' 

Don't take calls or respond to messages on your phone. Just message 'the guest' on the platform and confirm you will only respond through Airbnb messaging.

[Bettina254]

I've tried to go to resolution center but I keep getting  messages stating I did not complete something. I have called Airbnb several times for help and they are useless.  I honestly do not know what to do from here. I hate Airbnb and look forward to removing myself from this platform once and if I get this resolved.

[Michael5047]

Get invoices, estimates, and receipts and hit the ''ask money from guests'' on this guest's reservation.. If they decline, you'll get to Airbnb Host Guarantee.