@Karen57 also those 14 days only apply if you have NOT checked another guest into the property after the original guest's stay. In other words, you must have the damage report fully in place within 14 days of checkout OR prior to any other checkin whichever is SOONER. Why are you waiting, get those docs uploaded ASAP!
full disclosure, I have been fully paid both times I have presented a Resolution Center claim, but it certainly seems (from unpleasant tales in the forums) that you must adhear to all rules and all timelines.
Hi Karen ,
It is my pleasure speaking with you awhile ago. Again, my name is Lance. I am one of the Case Managers in Airbnb.
I'm sorry to hear this happened. If you haven’t spoken with your guest about the damages, we recommend starting there.
Hosts and guests are often able to come to an agreement using the Resolution Center without needing to involve Airbnb at all. To start your Resolution Center claim, visit: ...
Our $1,000,000 Host Guarantee takes over when damages exceed your security deposit—or if you didn’t have a security deposit in place. For more information on what the Host Guarantee covers as well as a list of common questions, visit ...
If you think your damages meet the Host Guarantee criteria and you were unable to resolve this issue with your guest, contact us and a member of our team will determine if you're eligible to submit a payment request.
Since I have determined that this will qualify for a host guarantee you can just reply to my email with the documents and I will be the one to personally forward your request to our Trust and Safety Team who will do the investigation and process the funds if it qualifies.
As mentioned earlier documents are your best option to ensure assistance from our Trust and Safety Team so my advise is to take as much documents as possible.
I hope you have a nice day ahead. If you have a follow-up question, please let me know by replying to this email.
Thanks,
Lance
Can I assume that when you all say they don't honor the guarantee that the reason he isn't responding to my pleas for help is because AirBnb doesn't plan on helping at all?
I am still within my 14 days for another 48 hours... quick help appreciated.
Karen
hosting for less than a year with three properties...
Springfield, IL