I hosted a guest Veronica dates May 3-7,2019. The guest damaged white linens with makeup that is not waterproof. 4 bath towels, 3 wash cloths, 1 hand towel and a queen duvet cover that they ironed on and melted the filler. I submitted the request for money to the guest but the guest denied the request. I then got Airbnb involved and sent them the required photos and documents. The Trust and Safety Specialist Holden asked me to send time stamped photos of before and after. Here is my repsonse:
Holden,
Thank you for handling my case. I have been a Host with Airbnb for many years and have a good relationship with Airbnb and have posted may pictures of damaged linens but this the first time that Airbnb has asked for time stamped photos, the timestamp photos of before and after has never been a requirement. I will not be able to provide you with time stamped phots as our camera or phone are not set up for this feature as of yet. I manage 10 rental units and we have seen countless towels and bed linens damaged sad to say ( mostly by Airbnb guests). The makeup that is on the market now is not washable and is waterproof. We have a professional washing service that does our laundry. The items that we know are not washable are discarded because washing them is a wasted effort of time and money. They will come back stained and not usable for our guests. We have replaced these items with linens from our stock so that we can be ready for the next Airbnb guest.
Please take a look at my photos of the rental units. I provide each guest with high quality fresh linens. Since I have taken the replacement items from my stock so to be ready for the next guest. I will go today to purchase the replacement items and send the receipts to you. Will this work? Please respond as soon as possible.
I have attached pictures of the linens after they were washed
Wil
Here is Holden's response:
Hi Wil,
Thank you for your response. Unfortunately without the time stamped photos I cannot be sure that Veronica was the one to cause the damages. I notice that you have claimed for very similar items in the past several times. In the future I would recommend that you provide before and after time stamped photos if you file another claim for damages. In addition, please keep in mind that white sheets, towels, etc are easily stained.
In this case, this claim is not eligible for reimbursement since I cannot be sure that Veronica caused the damages.
If you have any further questions or concerns, please don't hesitate to contact us again in the future.
Best,
Holden
www.airbnb.com/help
What does time stamp photos prove? I have 10 units that I manage and on the particular day May 7 three other guests left from other units. Unless I take a picture with the guest holding the damaged towels the time stamp means nothing. I now have spent over three hours work on this case. How it that being productive. My manager takes picture of any damage and send them to me. I will then process the claim. You specialist Holden did not take into account my side of the issue. She was not sure Holden did the damage. Unfortunately most of the damage that happens in my units are Airbnb guests. I am a great Host and provide high quality rentals to Airbnb guests. I should not be treated as the one at fault.
Holden clearly is not qualified for her position or needs some additional Host awareness training. Holden will get a terrible rating if I receive a review request from Holden.
Wil