Damage/Security Deposit Request IGNORED

[Donna206]

Hi:  I have been a host for over a year and have had great success with Airbnb - until recently.

I gave a new person a chance (they had no reviews!!) and they destroyed my place and stole

some beach chairs (I have photos!).  I submitted my claim with photos and links for replacements

of damaged items.  I received a response that they closed my case.  No reason why.  This happened

on July 6th, 2017.  

After 7 phone calls (each lasting 30-60 minutes) and many emails; I am being ignored.

I am reaching out to see if anyone has the email address of the PRESIDENT or someone

high up in the company.   At this point, I am turning it over to my attorney, but I do not even

have an email address to handle it.

Since then, I have had two NEW airbnb guests and they were LOVELY!!!  I have only 5 star

reviews and had amazing experience EXCEPT for Customer Support for Airbnb.

I also would like to change the "SECURITY DEPOSIT" to a REAL Security deposit-- since

getting it handled thru ABB is not working well for HOSTS.  I thought we were all part of 

a family here (teamwork).....

Would appreciate any feedback and help with email address.

Thank you for reading my post!

Best to you,

D

[Branka-and-Silvia0]

@Donna206 I am sorry it happend to you 😞 I would also like to change the "SECURITY DEPOSIT" to a REAL Security deposit like on VRBO. I am sure all hosts would feel safer and guests would be more carefull . 

[Donna206]

Thank you for your response -everything is repairable and replaceable -it just stinks that there is no support the ONE tine (in many many rentals) you need to collect!  

[Gordon57]

I am new to hosting - how does the Security Deposit idea now work. I have been told by friends that I should increase my "security deposit" from $250 to $500 - how is that handled with ABB and should I do it separately with guests? 

[Donna206]

You can put whatever you want -my security deposit if $5000.00-as I have brand new everything in my home -but it doesn't matter unless ABB is there for you to collect it.  I put a claim in and NO ONE is helping me.      The security deposit as it stands is not actually collected until weeks after your guest leaves and you send in lots of paperwork pictures and links on the web for replacements. I have done all that and Airbnb  has ignored my request. 

[Donna206]

 Requesting a security deposit separately from your Airbnb reservation is prohibited by Airbnb. Although I think it's a great idea.    Now when I have a new guest that does not have any reviews I require them to send me their license after they have confirmed. 

[David126]

Can a security deposit be collected outside of the Airbnb website?

No. To make sure guest payments are protected and to ensure that hosts are properly compensated for reservation damages, we ask that all security deposits be handled through the Airbnb website. Payments outside of the Airbnb website, including security deposits, are a violation of our Terms of Service.

The wording amused me as obviously dealing through AirBnb does not ensure that hosts are properly compensated for reservation damages.