customer support

[Ilaria246]

PLEASE HELP, I have been a host and everything was fine until I had a huge problem with the last tenants. Basically, they destroyed my home ( no heating, no hot water, washing machine, and oven were broken and much more..).  I opened a ticket on the 9th of June, I have been asking to provide many things, I asked to escalate and nothing happened and now more than 2 months later I am in the same situation, without hot water and no heating and much more..., so I cannot live there nor rented in the season where I could also rent by myself as easy it is. I called many times and the guy does not even answer my emails now. 1) Does anyone had a similar problem and how it was sorted out 2) I am at the point to go toward legal since I do not want to have a break down nervous, please pass me the right contact to sort the situation 

Thank you in advance for your help!

Ilaria Cella

[Emiel1]

@Ilaria246 

The right contact is....Airbnb

Contact Airbnb - Community Guide [Updated]

Did you follow the procedures for claiming damage as mentioned here: (?)

https://www.airbnb.com/help/article/264/what-do-i-do-if-my-guest-breaks-something-in-my-place

BTW Why is there no hot water, heating ?

Best regards,

Emiel

[Ilaria246]

Thank you Emiel, I confirm I followed the process. For the heating and hot water. They left the water open and flooded the bathroom, water went downstairs from the floor so they put the heating at the max running 24 on 24 houres in summer without opening window ...When I came into the house I switched off it and after did not work anymore I called the technician and he said this was caused by running 24 on 24 and now it became even dangerous...so no hot water