AirBNB's horrible customer service and no effort to make things right anyone else experience this?

[Andy234]

I had a guest stay at our home this past month and his group left my home in a complete and horrible mess. There were dishes everywhere, garbage thrown on the floor, open food and beverage containers all over the house, stains and scratches on the floor. On top of that they broke our wooden railing on the balcony and knocked out the glass. I got charged over $300 for repairs. I opened a case with AirBNB and got assigned John Daker, a horrible case manager. I provided him with multiple pictures and invoices which he requests. His reply was the pictures are too blurry and the invoices look homemade and not legitamite. He wants me to go back to my cleaner and handyman and have them make more "professional" looking invoices, like seriously? He wants ME to do this instead of doing some work on his end by picking up the phone and calling the suppliers to confirm the legitimacy of the invoices. He has made no effort at all to help. On top of it he keeps threatening to close the case and I receive $0 if I cannot provide the more "professional" looking invoices. He also won't esclate my case to a manager or switch case managers, even after I requested it. What kind of customer service is this? It actually scares me if something worse happens one day that AirBNB will not help at all. It is making me want to pull my property off AirBNB alltogether. Has anybody else experience horrible customer service like this? Any advice on how to proceed?

[Mike489]

I am just experiencing   the same thing,  I had a guest from HELL ,   he booked  for 2 people,  but i ended up with two german sheppards and a turnstile of guests   thru out his 28 day stay,   and   my  cleaners,  had to spend  3x  the time to clean (dog fecies included)  and we had to hire a steam cleaner   and   i was able to put in a claim for  the damage,  but    they (airbnb )  keeps saying i cant claim the cleaning and extra guests and the two dogs,   and they will  send my   email to the " correct"  airbnb dept,   I have  reminded them 4 times in the last 4 days  i still havent heard from this department   .. 

and  i cant seem to navigate  the  useless Airbnb  site to  locate   this ' department' 

[Kelly149]

@Mike489 the time to start seeking compensation for extra guests & animals was the minute they arrived (I actually would have been removing that guest instead). But waiting until they've been bad guests for nearly a month seems like not a great strategy. This is also why many hosts "include" an intermittent cleaning on long reservations, to notice problems before they are too ingrained.

[Kelly149]

@Andy234 The claims process CAN work but only if you follow every single instruction correctly. This is not a time for communicating like a friend, but rather must treat this like communicating with a court. The timelines must be respected and every single piece of documentation must be top notch. No, you may not ask ABB to figure out if your claims are legitimate.

[Linda108]

@Andy234  You have a lovely home and for most of the stays you have had good guests and great reviews that attest to their appreciation and your good hosting.  Having had such a good run I can imagine you were lulled into thinking this business is fairly easy and guests will agree to treat your home with respect.  Now it appears that the business side of this hosting business will require your due dilligence in dealing with Air BNB system of dealing with claims.  I agree with @Kelly149 that you need to be sure to dot i's and cross t's so that your claim will make sense to someone who is not on site as you are.

Hope this does not sour you on hosting as you have such a great place.  While you are seeking damages claim, look at what you can learn, if anything, about how you will tweak your business going forward.  BTW, under amenities you have pets allowed and according to the rest of your listing I don't think you meant to do that.