Resolution

[Caesar6]

Dear Community,

I need help with the following.

One of my guests have damaged my ceiling light and it is not working anymore. I opened a resolution through Airbnb and the guest refused to pay. I involved Airbnb to settle the resolution but after 10 days I still haven't heard anything from a case manager. I called several times and sent a message but still no one answers or they tell me they will get back to me. 

This is the first time I encounter this kind of problem with Airbnb and it looks I am out of options because no one wants to put me through to the case manager. Can anyone help me with this situation?

Many thanks.

Best regards,

Caesar

[Gordon0]

How did they break it, @Caesar6? One of your reviews mentions it not functioning.

[Caesar6]

I have no idea how they broke it, but it was working when they checked in and the LED strip was damaged when they checked out. Ofcourse the guest will say it wasn't functioning because he doesn't want to take responsibility for his actions.

[Ale113]

O_O

I understand that this is something you cannot solve just changing the bulb, ye?

Sometimes it burns (inside), due to use or circuit breaks.

Is it very expensive?

Was it broken due to a human accident or the guests neglect?

A.

[Ana1136]

@Caesar6 led strips just stop working, sometimes not the whole strip but just in separate multiple places and it is no one's fault. Did they cut the strip? What did they do to break it? 

[Caesar6]

Thanks for your answers all, however I am not here to investigate how the ceiling light broke but rather how I can solve this issue through Airbnb and if someone have encountered the same thing with opening a resolution and not getting any response from Airbnb.

[Ana1136]

@Caesar6 actually it is important how it broke since it is a strip and i highly doubt the guests went and cut or twisted it in order to stop working. You can not charge the guest if you can not prove they didn't do it. It doesn't matter if it was working when you left, it could have very easily stopped working even without anyone touching it. 

[Caesar6]

Thank you Ana for your valuable input, but I'll leave that to Airbnb to judge. The repeated question that you seem missing is: Did anyone experience such a thing with Airbnb, and if yes how did you solve it? Many thanks for your answer.

[Gordon0]

>>Did anyone experience such a thing with Airbnb, and if yes how did you solve it? Many thanks for your answer<<

I have experienced broken items in my listing. The answer is I put these breakages down to part of running a business. 

But I fear you want an answer to suit you, and this isn't it. 

[Caesar6]

Gordon, thank you for not answering my question. I don't understand what's so hard to understand from my question and I am not looking for an answer that suits me. And the question again; What are my other options to contact Airbnb as I am not getting any message back from them? If you can't answer the question, please spare me the smarty comments. Thanks!

[Ana1136]

@Caesar6 and you won't get an answer to your messages. Just call them if it is that important to you, +31 20 52 22 333 here is the phone number. We are not your enemies here, we are trying to point out that lights get damaged, it is part of running the business to fix the essentials. 

[Caesar6]

I am just annoyed that no one seems to read the original post,  don't understand what my issue is and just typing comments without reading the first post and keep clinging on the ceiling light with unnecesary smarty comments. As explained in the first original post, I already called them several times and mailed them, but they keep saying that they will get back to me and they don't for 14 days  now. And that's the issue right there.

[Ana1136]

@Caesar6 and we are all trying to explain here that it is such a minor problem you probably won't hear from them. We read everything you said, you never explained what kind of evidence you have that the guests destroyed the strip so that we can offer you some useful advice. 

[Caesar6]

@Ana1136 I think you have no clue what you are talking about or you are still new in this business. It is stated everywhere in the Help section that Airbnb will ALWAYS respond to any resolution opened, whether they will accept or reject the claim. Anyways, it seems I will not be helped here further. Thank you all very much for your time.

[Ana1136]

@Caesar6 I mean come on 🙂 I have been on this forum long enough to know that that is not the case, many things that are said are not done. We helped you with the way to contact them, there is nothing else we can do so I don't know what kind of help you expect.