@Ron-And-Stacie0 My recent experience with Airbnb case manager was a nightmare, here is the sequential order of this process:
1: Guest booked for 2, but arrived 20+ set fire, left burned marks on my furnitures and hardwood floor, burned spoons in bathroom and toilet etc
2: I called Airbnb immediately, they advised me to request money from guest first, after 72 hours then apply host guarantee program
3: I followed properly their advise: waited 72 hours, then file host guarantee payment request
4: they let me waited about one week, suddenly closed the case, without any communication
5: I contacted them again, they reopened the case
6: after 5 days, 2-3 routine copied emails stating that they were working on the case,
suddenly closed the case again
7: I contacted Airbnb again, they responded that I am not allowed, because it passed 14 days. They advised me that I should have filed host guarantee payment request immediately after guests checked out....
Is this a joke? I feel I want to laugh...
I kept properly all the documentations: conversation thread, email communications, pictures, Neighboor’s witness, but Airbnb just not interested those, only closed the case.
I am going to take off one listing, and modify other listing. We have to protect ourselves!
Lan
周蘭