@Michelle627
My God, she was something of a pig wasn't she!!
There is a considerable difference between being unable to manage a space and just being a complete pig.
You have lodged a claim and have photo evidence and that is a good start! Make sure you keep up your contact, don't wait for CX to contact you. What happens here case managers work on a number of cases at the one time and those that get the attention are those who keep up a dialouge. And make sure you keep your cool! Don't start getting stuck into them, asking for help gets you far further than demanding a resolution.
Around 90% of these cases are resolved satisfactorilly and you will be compensated, but you do have to realise any compensation will be an adjudicated decision which will take into account things like wear and tear.
You must realise the company are in a difficult position here Michelle. A host will lodge a claim of $2500 for an outdoor setting a guest damaged the seats cover on with maybe a cigarette or a knife.
What the host didn't tell CX was that he bought the outdoor setting at the local op shop for $450!
They will need to see receipts and estimates for repair/replacement and although you are claiming $4,000 in damages you may not see that amount in re-imbursement. Airbnb will be hard, but fair.
That cleaning fee does seem high but some of that damage appears to be long term neglect by the guest and I can understand a lot of hours are going to have to be spent there to get this property back up to scratch.
Bad luck Michelle, none of us in the hosting community like to see that and I hope coming here has made you feel just a bit better....it always seem to help when you can share a problem....we are on your side!
I hope you get a just settlement and I wish you all the best Michelle.
Cheers......Rob