First of all I think resolution team is getting worse by training their staff to have some common knowledge of hospitality industry.
We are a business running 9+ holiday houses in Auckland that listed on Airbnb.
Recently we had an issue with the Airbnb resolution team for claiming a damage TV under host guarantee.
The Tv had a big crack on the front screen after a guest check out.
First case manager responded to us by saying the replacement TV receipt we provided was purchased in 2020 so they can not authorise the reimbursement! We then argued its a replacement stock we kept in our storage room for incident like this, it was purchased in 2020 during our search for replacement stock and because the TV was on sale so we bought an extra one.
The second case manager came back to us by saying the big crack on the TV screen was caused by normal wear and tear so the claim does not qualify under host guarantee!
we ask the resolution to show the photo to a TV technician or even send someone to come have look the tv to identify was it just a normal wear and tear or caused by force?
then the email returned saying it’s a final decision from the resolution team so case close!
WTH!!!! Any suggestions anyone?
does that mean every hotel or motel and holiday house can not stock any sort of replacement items because Airbnb only accept the purchase receipt after?
May be resolution to just looking for an excuse not to reimburse?
