@Ken318
I am so sorry for you Ken, as hosts we try our best for our guests but, these days, Airbnb seem to be attracting the dregs of the travelling public.
Guests would not dream of doing something like this in a hotel because they know full well the hotel would be after them like speeding freight train. But Airbnb considers that these little inconsequential things are the hosts fault for not providing the guest with something he didn't feel entitled to damage!
Firstly have you lodged a claim against this 'guest'? You have 14 days from their departure, or until the next guest arrives.....whichever comes first.
If you are unsure how to involve Airbnb for a claim, go to the message stream with this particular guest and on the bottom left of the page will be a link entitled 'Help'. This will access the Resolution Centre with the details of this guest and you can lodge a claim.
My strongest possible advice here Ken would be, to be as pleasant as you can when making this claim, and above all, ask for advice and help, don't demand it. You have to appreciate CX are getting their heads ripped off by angry customers all day every day, and when a pleasant and cooperative claimant comes along, it is like a breath of fresh air to them, and provided they are half competent, they will bend over backwards to help you. I can tell you now Ken, the quickest way to get a ticket closed is to bounce CX!
They will ask you for photos of the claim damage and a realistic quote for a sensible replacement cost. I say that because, a host will have an outdoor setting damaged by a guest who was careless with his cigarettes, the cushion coverings are not repairable and the host claims $2,500 as a replacement cost for his outdoor setting. The thing he does not disclose to the Resolution Centre is, he bought that outdoor setting from the local op shop for $300. Airbnb's decision will always be an adjudicated one.....it is not new for old, so keep that in mind!
Many here will say that the Resolution Centre are not reasonable........they are but reasonable is something that cuts both ways. If you put in a reasonable claim you will get a speedy reasonable settlement. It may not be what you would ideally want but, please just remember Ken, 50% of something is better than 100% of nothing!!
This is getting a bit lengthy so I will stop at this point but if you want any further help or advice send me a DM and I will be pleased to help you. All the best mate!
Cheers.......Rob