What to expect from the resolution centre

[Anastasia49]

Hello, one of my guests broke my kitchen hob and refused to pay for the replacement. I involved airbnb in order to get the guest to pay or to receive the insurance from airbnb. Followed the instractions, uploaded the images of the broken hob, the link to the similar product that can be bought online. Have received an e-mail confirming that somene from aibnb will be in touch within 72 hours and never heard neither from the guest who broke the hob nor from airbnb again.. It has been a week since i received a confirmation e-mail from airbnb that someone will be in touch. Just wonder if i can have your advice on what can i do to attract airbnb's attention to my problem... Kind regards, Anastasia. 

[Farah1 · Accepted solution]

@Anastasia49 you can call airbnb to follow up about the case to make sure that this has not been solved and you are still waiting for the reimbursement. You can always send messages in the open case you have on resolution center. Best of luck!

[Anastasia49]

Thank you very much, Farah!

[Darcie2]

I am having troubles with a claim as well and want to call airbnb. Can someone please share the phone number? or where to find the phone number? Thank you!

[Ali40]

What's a kitchen hob?

[David126]

What you cook on, gas or elecric.

Perhaps a glass induction top, not an obvious thing to be able to break.

[Diana70]

hi Anastasia and others

please can you tell me where on the airbnb site to update details and documents to support my claim against a guest for damages? It really isn't easy is it?

Diana

Edinburgh

[Midori2]

I'm having the same issue.  The guest damaged my microwave, and I had to replace it.  Unfortunately, it's a built-in model, so it cost me about $500, but the guest is denying that she caused the damage and refusing to pay.  I submitted the case on Resolution Center, got an automated email response, but never heard back from Airbnb, so I called them (twice) and the answer was the same, "We're looking into the case.  We'll get back to you."  And, it's been almost 2 weeks with no words whatsoever from Airbnb.  I want to know the status of the case evaluation.

[Anastasia49]

I am sorry to hear that you are having the same problem, Midori... I have finally received £200 compansation from airbnb, but the replacement cost over £500... When I replied that i can't accept their desision they simply replied that i should either accapt it within 24 hours all loose £200.  Good luck with your claim!

[David126]

you can always take the issue to Arbitration.

[Anastasia49]

Hello, thank you for the advice. What does it mean?

[Sian-Kate0]

I am having the same problem. A guest bled on my brand new sheets and when I tried to get recompense he started to list all the fictional problems with the room, house and myself. I think it was a veiled threat to give me a bad review. I did not counter his fictional complaints neither did I raise the issue of him and his partner being drunk on arrival, arguing loudly, requesting extra services like poached eggs for breakfast (I obliged) and refrigerating their wine and storing their luggage for 10 hours (again I obliged), or walking into my 20 year old female logder's room without permission when she was in bed. I wanted these horrible people out of my life asap so lowered the amount I was requesting.

Since involving Airbnb two weeks ago I have not heard anything and am thinking of closing my account as I dont wish to be made vulnerable to such thuggish blackmailing behaviour ever again.

I have looked and looked and cannot find a telephone number. Any advice out there for me and has anyone found a number I can ring?

Looking forward to your responses,

Sian

[Jenn26]

Anastasia,

At least you got some form of recompense!

A guest damaged our dinning table by putting a burning hot pan on it, it was not repairable.

The guest had acknowledge that they caused the damage, and I've provided photos to Airbnb and original cost and a link to howuch it cost to buy a new one now (£599). 

Airbnb insisted they want a cost for repair, I was not able to provide this as no-one in my area was interested in providing me a quote.

In the end, Airbnb said that I did not comply with timescales to provide the document so decided it was fair to give me nothing! And basically act as if nothing had happened. I'm shocked of this treatment.

Shame on Airbnb and I'm still holding a grudge against them for that.

[David126]

@Jenn26

Will not the Guest pay you direct?

[Diane96]

I’m having an issue with the resolution center now. I messaged the guest ( after he left a review) and gave him a list of damages he and his guests did. They broke a chair, left the refrigerator wide open, made a HUGE mess in the kitchen, left the trash out on the front porch and the forrest animals scattered it everywhere, back door was left open, windows open, AC and fans left on.... it goes on and on. I asked for $300 to replace the chair and items in the fridge. He refused and I’m still waiting