Trust and safety team involve airbnb

[Doug-And-Tracy0]

I had a horrible guest which booked my place. They completely thrashed the place and I incurred significant damage. After communication with the guest I decided to involve airbnb. I have called airbnb weekly since the incident. We're going on 6 weeks now. Each call results in a nice representative explaining that my case has been escalated to urgent and a representative from the Trust and safety team will be calling soon. I am told there is no Trust and Safety Team number to call. I'm new to airbnb, love it and are having a positive and successful experience. I've learned to manage potential risks with better screening, higher deposit, etc.  I am disappionted with the lack of response. Any ideas.?

[Sora0]

It really depends on the individual case by case basis. I have met to resolve issue as fast as immediate but also up to 2 months! However, no worries at all. Airbnb will definitely gave you an answer end of the day.

[Marzena4]

@Doug-And-Tracy0 First of all, why didn't you start a dispute through the resolution centre? A written record is less volatile than a phone call. That's why it is also best to leave any trace of disputes with guests in the message box.

[Doug-And-Tracy0]

I did start in the resolution center and when I spoke with an airbnb rep they recommended to "involve airbnb" which has resulted in "no involvelment"

[Parker-and-Missy0]

Even after a month, I am still in a battle with the Trust and Safety department. Our case manager refused to talk to me on the phone after several back and forth emails where my situation was not understood. 

[Helen3]

Have they determined your case yet?

If not try them on Twitter.

Why is the case manager refusing to talk on the phone.

By the way I hope you left an honest review for these guests and flagged their profile

[David126]

I assume the ones that broke the Keurig?

[Beth147]

Not sure I can help with your issue but would be great full if you would forward a phone number fir Airbnb.

thanks

geoff

[Allison115]

This is the EXACT same thing that has happened to me. I filed with the resolution center, then through the Host Guarantee program. No one has contacted me and I have called over half a dozen times and the representatives tell me that Trust and Safety is handling it but there is no way to ever speak to anyone in Trust and Safety and no one can help on the customer service line. If you make any progress please post! It seems like there are a lot of out there. Wondering if small claims court would be easier. 

[David126]

Take it to Arbitartion, that seems to get things going.

[David1598]

I'm having the same issue, 

Guests trashed out a flat of mine end of July and I'm still waiting for the trust and safety team to get back to me.

I've called many times Airbnb and always the same answer, the case is urgent and someone will be in touch soon.

But 4 months have passed and nothing seems to have changed

[Helen3]

Try them on Twitter @David1598

[Aaron14]

I just went through the exact same thing.  A fraternity threw a rager, completely trashed the house with over $7,000 in damages, including dumping 10 bags of trash down a neighbors hillside to hide the evidence.  Hundreds of photos, videos, voicemails, and recordings by Airbnb customer service on the night of the incident should have been ample evidence, one would think.  After three months they assigned a case manager, who refused to speak over the phone, was extremely aggressive and non-cooperative, and last week they offered me a total of $4 for the repair of a dining chair with a cigarette burn in it (we asked for $40 to repair the chair, so she offered $4 as only 10% of the chair was damaged - If that is not giving me the middle finger, then I don't know what is.)

And now I'm basically locked out of the system with no recourse.  No appeal process, customer service can't help me because it's a different department.  Dozens of requests to have a supervisor involved were ignored.

I do over 500 reservations a year with Airbnb, have been a Superhost since the program started, have stood up at Board of Supervisor meetings as a proponent.  I can't believe they would treat me/us this way.  I'm so hurt and disappointed, and frustrated.