Host guarantee and Customer "Service".. Such a pathetic experience

[Melinda6]

I had a guest leave a huge mess, damage a 1950's table and scratch up my newly painted walls.
I claimed therough the resolution centre over $700 and suppllied the required photos, quotes and information. Well within time.

Air only paid out the guests deposit.  When I questioned why the full amount wants paid out, Carmella the case worker gave non descript and incorrect responces, none of them making any sence then removed herself from the conversation.  I emailed time and time again asking for clarifivcation and was ttally ignored.  I have called customer service over 5 times for clarification. And have demanded to speak to a supervisor. Every time they appear sympatetic and understanding (i believe this is their training to do so) but I have yet to recieve a call back when promised. And still no explination or resolution

This leads me to be very nervous about my future bookings. What happens when they break something worth more than their meagre deposit? I am led to believe that i will not be compensated. 
Plus, I cannt put up the security deposit as who would book??   No one.

Arrrrrrghhhhhhhh.. 

I wish i could speak to someone local and with authority to clarify this situation.   Is there an email address or phone number of a managemnt team in Sydney Australia?  

[Christine132]

Melinda you just have to learn to be very careful about who you book. I have no problem with turning people down. I have been with Airbnb for 4 years renting out an entire cottage. I have learned to say no when there are no verifications. When they start telling me way too much information. I have found most people are very good but I'd something feels wrong trust your instincts and say no. I sometimes have people who want to add guests after they book and recently had a rather unpleasant booking where I gave a bad review. My policy now is to say 'absolutely not'.

good luck in future 

Christine from west coast of Canada