@Josh-and-Emilia0
G'day Josh,
There are two paths that you can possibly choose here!
1/.....The first thing you must do before the next guest arrives is photograph the damage and get at least two written quotes on the repair of this bed, dig out that receipt for the original purchase of the bed so you will have it on hand when Airbnb want to sight it....as they will. You must have all these things on hand because Airbnb will give you a very limited amount of time to respond to their correspondence and if you don't reply within their time-frame they will simply close the ticket.....goodnight **bleep** to that claim! Remember you have 14 days, or before the next guest arrives to send a damage claim request to the resolution centre.
The Resolution Centre will tell you to send a damage claim to the guest, and the guest has 72 hours to respond to that damage claim. If by some fluke of nature the guest says..."yeah, that seems reasonable, I will pay it, take the amount from my credit card", Airbnb will do that and forward the agreed payment on to you.
Now Josh, that's where the 'pigs might fly' bit finishes....ok!
The guest will reply to your message with a very abrupt comment that the bed was in that condition when they arrived and you should be more vigilant in checking your listing between guest arrivals, and they in fact have a counter claim against you because the bed was so uncomfortable due to the poor condition it had been maintained in and they require a refund to the value of your claim as compensation ....... stalemate.
The other option is, they will simply ignore your claim and have no further contact with you! But you have to wait out that 72 hours!
After 72 hours you will click the help tab in the message stream with that guest and the resolution centre will become involved. They will then duplicate the process and send the guest a request for the claimed amount and Josh, you guessed it, the guest has a further 72 hours to respond to the resolution centre communicae.
Now, if once again by yet another 'fluke of nature' the Resolution Centre says to you...."So sorry this has happened to you we will make an offer of compensation, can you please forward.....(Now remember I said keep these things handy) all your receipts and estimates to make this bed whole again"
They will at that point go down one of two paths.
A/......They will say because you could not provide sufficient documentation about the history of the bed or the precise events that lead to its demise, they will reluctantly on this occasion reject your claim!
B/......They will actually accept the claim but you must remember in the Terms of Service it quite specifically said that all claims would be assessed on a 'wear and tear' basis and the loss department has assessed the amount of liability in this instance to be 5% of the initial purchase price!
Sign here and we will attend to it!
2/.......Second option, Josh, you are at Torrensville mate! Zip over to Ikea at the airport and grab yourself another trundle bed for 120 bucks, put your cleaning fee up $5.00 and in no time you will have the bed covered , but the big thing is......
You will be ready for the next guest!
Don't expect too much from the Resolution Centre Josh.....then you won't be disappointed!
Cheers.........Rob