Unfair resolution review

[Belinda165]

Hi,

My name is Belinda, one of your superhost for 15months now. I have never had any problems and I can safely tell everyone I know that being a host on Airbnb platform is very safe because we are protected by Airbnb support team whenever we come across any damages or problems with difficult guests. I consider myself as a reasonable host.

Lately, I’ve had a horrible experience with a Case manager handling my resolution. Her name is Jan. First of all, it took ages for the case to be resolve, no one contacted me regarding my issue with my guest Ide who admitted to me on WhatsApp that he had broken my 3 vases. I don’t have pictures of the broken vases because he had disposed them but I did share my WhatsApp messages with Ide to the case manager. I have requested for a refund of RM 100 to cover my cost to buy the vases at RM69 and RM31 (for my transport to get to ikea just to buy the replacement). My guest agreed but Jan, the case manager decided that she will only pay me RM69 which I feel it’s so unfair! I have to hire someone to go get the replacement. Why do I need to fork out more money for something that the guest damaged? I am utterly disappointed with the case manager who handle this case badly. From a loyal host to Airbnb I now don’t feel like this is a good platform that I have been raving to everyone about. What is the point of working hard to be a Superhost when the support team aren’t really solving my problem?

I never like to create a resolution case unless it’s necessary. I want my guest to feel at home even when they are away from home. It’s not a big amount but I am very disappointed.

Belinda.

[Branka-and-Silvia0]

@Belinda165 

I understand you are disapointed but at least you will get the full cost of 3 vases. There are hosts who suffered damages worth 5000+ US$ and got (maybe) 250$ .

[Belinda165]

Really??? If so I would quit being a host for risking my property and not getting the support from Airbnb support team. They used to be very responsive and would call

me to investigate but lately they are totally the opposite. This is not the way to work together esp with host. Thank you for sharing. I am really anooyed with them right now. 

[Branka-and-Silvia0]

@Belinda165  just browse this forum and you will find a lot of posts about this subject. Use the words like "trash party" " damage" etc... 😞 

Airbnb is not home insurance. Their 1 million host guarantee is just a marketing fairytale.

The problem is - very few insurance companies are willing to insure Airbnb STR. 

For example here in Croatia I contacted all insurance agencies and the maximum I could get for the damage caused by a guest is just 200€ /year.  It doesn't even cover the cost of my cheap TV. Theft is not covered at all - they say it is because we gave the key to the guest.