The resolution Center - Is it real or just a fiction?

in
Malibu, CA
Level 2
3,796 Views

I am sure you all heard it a million times.

I started a request for compensation for damages from an undisclosed wild party my guest had in my house.

The guest never responded.

I escalated the request to Airbnb.

It's been over a month - I never heard back from the "Resolution Center"

I tried to call: Surprise, surprise - no number is listed anywhere!

How do I get a hold of the resolution center and finally get compensated?

 

Any good advice is welcome

 

Cheers,

 

Hudie

 

16 Replies

Re: The resolution Center - Is it real or just a fiction?

in
Chicago, IL
Level 10

Hi @Hudie0

 

I'm sorry you've have a bad experience with the Resolution Center. It is definitely a real thing. I have handled many situations there. One thing I've found is that once the issue is escalated Airbnb will normally respond to you by email not in the resolution center. Not expecting this, I nearly missed the email the first time I did it. I would check the email you have added to your account to see if it might have been overlooked. As far as communication with Airbnb,

 

1-855-424-7262

 

Hope that helps!

Re: The resolution Center - Is it real or just a fiction?

in
Montego Bay, Jamaica
Level 7

Dear Brittany;

 

I am glad to hear of ONE person who has had good results with involving the resolution centre (RC). I would love to know the details of your claim! Whenever I have gone thru the RC to recoup money from guests that they agree to, it has been a breeze. But the one time I involved the RC it was a totally different story. 

 

From my experience and countless other stories that I have read it the community, it seems uselss to involve the RC unless you have iron clad proof of the guest causing the damage. Like maybe a video that is time & date stamped, with their face showing clearly . . .  maybe???

 

My case was cut and dry guests' word vs host's word, and even though I am a super-host with over twenty 5-star reviews, my word was NEVER even considered. I involved the RC because the guest said he didn't cause the damage and refused to pay, but the person who received my case just parroted back what the guest said and zero investigation was done. I asked repeatedly to communicate with someone else (another team member, a supervisor, an appeals person, anyone in the department with whom I could discuss not the outcome but just the process) and each time I was told that the guest was believed, I was not, and that I could not in any way ever communicate with anyone other than the person who originally received my case. Oh! But I was continually assured (through sloppy copied & pasted text) how much my contribution to airbnb was appreciated.

 

Their decision was wrong but at this point it's not even about recovering the $55 so I can replace the damaged item, it’s about trying to contact someone in RC to let them know that their protocols are NOT acceptable by any customer service standard. 

 

Have any suggestion on how I might do that?

 

I still LOVE airbnb overall as it enables me to live in Jamaica & work towards creating my dream life, but I feel so let down by the RC that I am thinking of implimenting a fine-tooth-comb type of check-out with my guests so this will never happen again, but then I worry that being so strict will affect my reviews. I can see it now: "nice host until she went wacko at check-out" - LOL

Re: The resolution Center - Is it real or just a fiction?

in
Malibu, CA
Level 2

Hi Virginia,

 

In my case, the guest never responded. It was just my claim.

It still took a long time, several phone calls and persistence to get reimbursed for all the damage.

 

Good luck!

 

Hudie

Re: The resolution Center - Is it real or just a fiction?

in
Torquay, Australia
Level 1

The Resolution Centre is a joke. I booked into an apartment in Lisbon (Lovely Alfama) which stank of sewage, had torn sofa with the stuffing hanging out. The host would not reply to my complaint, so I left. I requested a refund which was refused followed by a bunch of abuse. So I sent photos to the ‘resolution centre’, had 2 witnesses to the state of the apartment yet Airbnb’ resolution centre did absolutely nothing over a 4 week period, finally advising they were sorry my stay was unpleasant and that that the host would not refund my monies. What a joke !

Re: The resolution Center - Is it real or just a fiction?

in
DeLand, FL
Level 2

Good luck!!! Airbnb DOES NOT respond nor do they care. I asked for assistance twice for damage and have NEVER gotten anywhere. Call. Email. Tweet NOTHING! The only thing they are quick to do is take their $

Re: The resolution Center - Is it real or just a fiction?

in
Goldfield, NV
Level 10
Check your email spam folder, or any filters or queues your email server uses. Most emails are sent from express@airbnb.com but emails from the resolution center are sent from response@airbnb.com. So look for that address in your spam folder or queues. This tripped me up too, and I lost a case because the resolution center emails were stuck in a queue. In the meantime, Airbnb closed the case and they refused to reopen it. Once they close it, they don't care. If their emails don't get to you, they don't care.

Re: The resolution Center - Is it real or just a fiction?

in
Suzhou, China
Level 10

I concur. Best advice on the thread.

Re: The resolution Center - Is it real or just a fiction?

in
Tampa, FL
Level 10

I have had one claim and Airbnb took care of me straight away. Call the toll free number. Good luck!

Re: The resolution Center - Is it real or just a fiction?

in
Phoenix, AZ
Level 2

Glad to hear of your positive outcome, would you mind sharing what the issue was?

Re: The resolution Center - Is it real or just a fiction?

in
Vancouver, WA
Level 10

Make sure you have documentation for your damages - receipts, pictures, etc.

Re: The resolution Center - Is it real or just a fiction?

in
Malibu, CA
Level 2

Thanks! will do

 

Hudie

Re: The resolution Center - Is it real or just a fiction?

in
Malibu, CA
Level 2

Update:

 

Thank you Brittany for providing me with the contact number.

I just called, I finally got to talk to someone about my problem.

The representative was professional and curtious, however, all she could do is assign my case to a specialist.

I am wondering now how loong will it be before I hear from the specialist.

I'll keep you all updated.

 

Cheers,

 

Hudie

Re: The resolution Center - Is it real or just a fiction?

in
Chicago, IL
Level 10

@Hudie0

 

It should be a few days to a week. Watch for the email! You only have so much time to respond once the specialist reaches out. If you miss it the case will indeed close. It's too bad people have had bad experiences. I've successfully claimed on security deposits 10 or so times. Most times the guest was apologetic and willing to pay but the times they weren't Airbnb stepped in and defended me.

Re: The resolution Center - Is it real or just a fiction?

in
Malibu, CA
Level 2

Thank you Brittany,

 

I've been checking my email and my spam folder regulary.

It's been 48 hours since I talked to Customer Service - Nothing yet!

Sounds a bit draconian to me that you have to wait so long for a response, yet if you miss an email, your case is immedietely tossed out.

By now I've heard so many horror stories that I am starting to think that we, the hosts, most do something to put pressure on the site to improve their practices in the matter.

 

I'll keep you all posted.

 

Hudie

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