Recently, I am having terrible experiences with Airbnb guests. The worst was a guest who spilled nail polish remover on the floor, she and her guests threw an unauthorized party and were seen by a neighbor reopening the pool that was closed on the morning they arrived, damaging wire and connections from security equipment, smoking in the property, jumping off of the outdoor deck railing, trash was EVERYWHERE, burned the coffee pot and left it empty and on still burning, burst a pool water lounger, stuck gum on the walls and furniture, damaged two chairs (one with water left in a pool toy and dripping on my hardwood floors, took some tools they were using on their car, stole towels and wash cloths, knocked a mirror off the wall, removed the tiebacks to curtains (know idea where those are), oil on a bed comforter and both bed sheets that won't come out, broke some glasses and so much more! They literally TRASHED the place!
I contacted Airbnb on the very day this happened! I filed a resolution and continued to discover more damage. I was advised to file the claim under damage and the host guarantee would cover it or the department handling host guarantees would work on it. Two weeks and I call everyday and no one has responded yet. NO email. NO phone call. I have lost immediate income and possible subsequent income because of Airbnb's lack luster way to fulfill their promises to back the host.
I have become so frustrated with trying to be a good host and riding the thin line between professionalism and losing my cool as it relates to Airbnb not doing what it says, and continuing to give me the run-around about honoring the host guarantee. I have provided pictures, receipts, estimates and even had a subsequent guest discover more damage and documented it in a communication on airbnb and still I wait for a response. I called again today and asked the customer service rep about the continued delays. Her response was that there are natural disasters happening and airbnb is focused on finding housing for people so they are apt to put their other priority issues on the backburner. Not to be insensitive, but won't there almost always be some emergency in some area that airbnb does business in? Besides, I have been told several times throughout this that the people who handle my issue don't handle customer service or bookings. I was told it was a dedicated department; so now, these people are handling bookings and displaced guests too?
I look forward to seeing just how they handle this. I have done everything they asked let's just see how much more time it will take this dedicated department to make some dedicated communication about this issue that I do not intend to allow to be swept under the rug!