Security deposits claim

[Noely2]

Hi, I am a super host and I charge a security deposited since the host guarantee program does not cover pet damages. Twenty days ago,  the same day the guest left I created a case to request the security deposite due to damages made by two of their pets but Airbnb declined and closed the case a week after. Airbnb never asked me for prove of damages, they just closed my case after the guest declined it. After multiple communications with the support team, their answers have vary such as; (a) airbnb does not really hold a security deposite (it’s not real), (b) we will reopen your case and re-escaled it to a manager (which it has not happened yet). Has anyone else had this situation happen before ? How long does this usually take to be resolved? I just feel ignored and rejected by Airbnb, I want to hear others opinions so I can stoping being paranoid. 

[Linda108]

Hello, @Noely2 .  It is a little unclear from your posting if you followed the claim steps outlined by Air BNB, i.e., develop proof of damage and cost of damage; contact guest prior to another guest coming in; if no response or denial of responsibility, contact Air BNB with the said proof.   Air BNB reaches out to the guest and also obtains response.  If denial by guest but the pictures or other proof is convincing, then Air BNB determines the value of the damages and seeks payment from the guest method of payment.

If you did that and still got a denial and closed case, contact again.  There are many discussion threads that attest to persistence works.  However, if you did not take the appropriate steps, you may have a problem.  As you know, there is no real security deposit, only an amount defined by the host that the guest agrees is available if there is a valid claim.  Air BNB then accesses the payment method.

[Noely2]

Thanks for the quick response Linda.  I did submit pictures and evidence of payment as you mentioned it in the first paragraph.I will keep calling and following up with AirBnB