@Elliot11 Dealing with the resolution centre is, more often than not, a lengthy process. You say you have not heard back! Does that mean you have not had any sort of response or does it mean they have acknowledged your complaint but have not acted on it yet?
If they are in receipt of your claim they will first get the guests side and it depends on how long it takes to actually contact the guest. By what you have said you were not getting anywhere with the guest, and they may not be having any more luck than you.
You should prepare yourself for the fact that you are dealing with the risk management arm of Airbnb when you deal with the resolution centre, and it is their duty to minimise the company's exposure to payouts. They will more readily side with a guest because a happy guest makes them look good which is good for business, a happy host makes them look bad and is detrimental to their business, so your chances of success are not high. It's not like dealing with an insurance company, don't expect that it will be!
You have not mentioned the nature of your claim or the money involved but if it is a claim for damage be prepared for a payout of around 10%! Airbnb will regard anything above that to be the result of 'wear and tear' which is not something they will pay out on.
You can contact Airbnb on the Sydney number 02 8520 3333 and speak to someone there, but if the amount is minor I would suggest you put this event behind you and perhaps just raise your listing amount by $5 per hosting and put that aside to cover these things that will happen on odd occasions....Elliot, they don't happen frequently, but dealing with the Resolution Centre can be regarded as an exercise in frustration!
Cheers....Rob
