deposit and damage

[Maria111]

Hi all,

I'm wondering if somebody can give me an constructive feedback, what to do...

I was on vacation for 2,5 weeks (on new year) and I had 6 guests in my house, that somehow broke the heater out of my wall.

When I came back, I got 2 weeks later (Due the fact of sicknessy) an appointment from the technical firm. (01.02.16) and I received the invoice last week on the 24th of February. I uploaded it asap in the mediations-center. 

My deposit is supposed to be 500 Euro and the invoice was 650 euro. 

Now Airbnb told me, that they transfer me only 100 Euro, which means I need to pay myself 550 euro for the damage in my house, I did not even do. I was hoping at least to get the full deposit or even that they pay the invoice total.

I am deeply disappointment and cannot understand their decicion and on what facts they do their decicions.

After I called a few times to the customer service, they do tell me, that they can understand my anger, but they cannot do something, cause the manager has made his decision.

I am so in shock about that. You come home after vacation and now you need to pay so much money.

Has anybody of you been in such a kind of situation? I dont know what to do, I am in shock from airbnb and it really looks like nobody there is helping me. The guest of course dont want to pay or share at least the cost with me. 

I was thinking to go public with it or to write to the CFO 😄

Thanks 

[Jeet0]

Hello @Maria111,

That's very unfortunate. Did they(Airbnb) cite any reason why they won't be transfering 500 but 100 only inspite of submiting the invoice? I don't see any reason why the entire deposit amount shouldn't be paid if not the entire expense on the invoice.

I'd suggest you discuss it further or request them to escalate to someone more senior or reconsider your case. Avoid going public so soon, I know it's annoying sometimes to deal with irrational decisions and that's why I think the right thing to do is to have a conversation with their team and ask the reason behind 100 Euro.

Thank,

Jeet

[Maria111]

Hello Jeet, 

thank you so much for your reply.

No they didn't. The only answer they gave me is: the manager has made his decicion, but they didnt explained me, why I get only 100 euro back for such a damange a guest did in my house. 

I really don't know what to do and I am totaly upset about it. 

I called Airbnb already 3 times and I have wrote a plenty of mails and asked for a more senior manager, but it seems like the customer care department agrees more with the airbnb manager then to help me out or to forward my issue to a other person. Do you have any idea how can I reach somebody else there?

thank you and have a good day.

🙂

Best, Maria 

[Jeet0]

Alas! I'm guessing that the reason is delay in claiming for damage. You didn't claim it within 48 hours right? That's the only reason I can think of 😞

Sorry, I wouldn't be able to help more on this. I hope you someohome manage to get your money covered 🙂

Good day to you too 🙂

Jeet