Hi @Allison307 , I'm sorry that you are dealing with this. I wish I could give you a detailed answer, but the truth is -- after hosting over 1,650 reservations -- and submitting only three total resolution claims, I have only been reimbursed for one.
The first one was a lot of damage, when a guest actually broke into a tiny home listing we had in the backyard of the property, took items from the tiny home into the listing they paid for, spread illegal drugs all over the tiny home, then proceeded to do donuts in two cars on the newly landscaped driveway (140-ft x 40-ft) which cost over $40k. Despite police reports and photos, Airbnb declared the driveway, which was actually crushed granite that had been compacted down and included with the landscaping contract, Airbnb determined that the driveway was not included in the Host Guarantee Policy because it was considered "land," not landscaping. Had the driveway been paved, it would have been covered.
The next one involved a broken historic glass window. I noticed that the window was broken on checkout day, and the guests had just left. I immediately messaged and called them, and they didn't take my calls. So, since we only have until the next guest checks in to make a resolution center claim, I had to call specialty contractors to source the glass, and find someone who could come asap to do the repair, since the next guest was checking in that same day. The guest claimed that she wasn't responsible, and that she worked at a short term rental management company and that I should have the extra money set aside for such things. So, basically, she knew the rules, and denied my claim, as did Airbnb, despite an invoice, photos, etc. Airbnb determined that since the guest had dogs that were staying in the listing, the dogs could have been responsible, and the Airbnb Host Guarantee doesn't cover damages from pets -- "EVEN IF YOU HAVE A DEPOSIT IN YOUR LISTING!" They also harshly disallowed further conversations about this situation, including any appeals, and that they reserve the right to make the final decision.
Finally, the last one was actually paid for by Airbnb. Guest washed comforter in my front-loading high efficiency washer. Apparently the comforter ripped open, and all of the stuffing became lodged inside the filter and the washtub. I was unable to launder linens that day, and of course, had a checkin in a few hours.
There was water standing in the washtub, and the contractor couldn't make it out to the home until the next day, but I was left to figure out how much to charge without knowing exactly what was wrong. So, I spent an hour troubleshooting with LG (manufacturer), while watching YouTube videos, and scouring Home Advisor for possible costs. I then had to generate an estimate, include tons of photos, and screenshots of the conversation between the guest and myself, and after a little more than a month, I was finally reimbursed.
The entire process was confusing, and took an inordinate amount of time, leaving me to think that the trust and safety department is just another way of describing a department designed to protect Airbnb legally, and to keep them out of host/guest disputes as much as possible.
Given my experiences, I can only offer the following information regarding this process:
1. Organize your claim, and create a simple reminder system for following up every few days to determine the status of your claim and whether or not you need to submit more evidence/supporting documentation
2.Read the Host Guarantee thoroughly and look for any loopholes that you can avoid or prepare for.
3. Do anything and everything to prove your case and be certain it is entirely based on "Airbnb's Host Guarantee's Policies."
Perhaps one of your neighbors has a RING or other type of video doorbell and may have video evidence available?
Additionally, are there any real estate photos on Realtor.com or Zillow or Redfin that show your home prior or even Google?
I hope that helps to set your expectations and give you a bit of insight as to my own experiences.
I hope this helps!
~ Kimberlee
