I'm having the WORST support from a Trust & Safety case manager regarding reimbursement for guests who stayed 5 hours after check out, left feces and vomit on carpet, bedding & towels and required hours of extra cleaning. I'm looking for advice to get this to a team at Airbnb that can help (Trust & Safety has been of no help - i've already tried to escalate within their department).
I'm a member since 2010 - super host - huge Airbnb advocate. I can't even count the number of nervous would-be hosts who were fearful of listing their homes that I convinced to become host by sharing that the very few times (3 times in 9 years) I've had to report damage to Airbnb the process was swift and fair. No longer the case. I'm being told by my case manager (Andre R) they would not cover extra cleaning costs nor the fact that guests stayed hours after check out despite the fact we had photos and videos to show damage and messages via their system begging the guests to give us an update on when they'd be leaving. We had new guests checking in the same day whom were inconvenienced, not to mention our poor housekeeper who had to keep coming back to the house trying to get in (guests wouldn't answer the door). Such a stressful situation and now to find that after 3 weeks, Airbnb's "support" isn't actually supporting us - a slap in the face. I am actively seeking alternate marketing sites (any tips welcomed). The robot Andre R says:
"Regarding your issues related to extra cleaning fee and late check out, Our Host Guarantee provides payment for direct physical loss or physical damage to an accommodation. Going forward, please consider your cleaning fee to account a middle-ground between reservations that require more or less cleaning after check out. I hope you can appreciate that we cannot charge a cleaning fee twice.
In order to clarify, the host is able to create the house rules for the accommodation listed in our platform, however, please note that as per our Terms of Service, we are unable to reinforce reimbursement for them. We are unable to compensate host for arbitrary costs, we are only able to enforce our own Terms of service, which are the ones that users agreed to."
A "middle ground" doesn't anticipate feces and vomit - it does consider xtra trash, dirty dishes and the occasional stains. These guests ruined 2 full sets of bedding (from duvet, sheets, mattress covers AND mattress), 8 +towels and more! We are getting partial payment to replace all the ruined linens and zero for xtra housecleaning and the 5 xtra hours they stayed in our home.
I have already tried calling Airbnb hoping that the "super host" CS could be of help and they pawned me off to the hugely unhelpful "Trust & Safety" team. Anyone have ideas? Thanks in advance.
