Security deposit

[Pedro30]

We have already filed a complaint in the resolution center, about 24h after the checkout.
The guest rejected without a counter offer.
We involved airbnb but it's been 5 days and we still don't have any updates wich causes some worries since there is the 48h rule, what if airbnb didn't see our claim ?

Our security deposit demanded from guests is for situations just like this, but it isn't clear how to redeem it.

[Brittany1]

@Pedro30

As long as you have the original claim submitted with 48 hours you are safe from that rule. Sometimes it takes a while for Airbnb to handle the claim. My guess is that they are just busy with other claims. If you don't hear back soon I would try contacting them. Also, did you check the email you have attached to your account? The correspondence between Airbnb and the host will happen there. Make sure you didn't miss the email.