I've hosted over a thousand trips. On the rare occasion where there is a problem, it is IMPOSSIBLE to resolve it without major frustration and invested of time.
For example, when a guest leaves with the keys, the Call Centre will say you can change the locks and claim the cost against the security deposit. Trust and Safety takes 3 months to disagree with this and provide NO reasons for their decision.
Totally unsatisfactory. When a host changes locks to protect the property and person of future guests, because a guest takes the keys, the Trust and Safety Team should do what the Call Centre advises, ie, refund the host for the cost from the security deposit.
