I'm writing to see if anyone will help me with this...
A tenant left a hole in my wall, for which I have a security deposit. When I arrived back at my house the next day I immediately took pictures and made a request for $100 through the Resolution Center. The tenant responded by paying 25 cents, because she said she didn't know about the damage and wanted more information.
The Resolution Center system does not allow further dialogue between parties, it simply closed the case at 25 cents. I was forced to use Airbnb as a third party per the system.
Since that request through Airbnb, my case manager Marley has not helped at all. She refused to re-open dialogue with the tenant, refused the first estimate I received from a contractor (who was already working in my house), and refused to escalate this to her supervisor. I mentioned that a second estimate would take longer because it was Thanksgiving, yet on 11/30 she told me they would close the case on 12/5, the first time I'd heard that date. I had shoulder surgery on 12/1 and told her it would be impossible to meet that deadline, she ignored me.
Is this how Airbnb handles damages? I've been a loyal host, done everything right, and they're not helping me. A security deposit is supposed to help me with damages, and I can only assume through Marley's actions that Airbnb is trying not to help.
I called the customer service line and they said they could not help me or connect me with the damage team. They said they would leave a note for my case manager Marley to call me back and she hasn't.
I am considering cancelling all of my upcoming reservations (and I have a lot of them) and telling the tenants that Airbnb cannot be trusted. This is a simple hole in the wall, what would they do if larger damage occurs?
Any help would be appreciated, I don't know where else to go.