I have been using Airbnb during my travel since 2010 as a guest. I find the website well designed and easy to use.
I start using the site as a host in 2016. I am new at hosting and was a bit concern about renting so I listed the house with $1500 security deposit request and always try to get to know my quest prior to confirming the reservation. My first guest was super easy and took great care of the house.
In June on 2016, I had a request from a guest to rent the house for 2 weeks and the guest reassure me that he used to work for the travel industry and due to the nature of his work make him extra hyper sensitive to respecting owner homes.
On the day of the check out, I arrived at noon and the guest had already left.
The front gate was unlocked, dirty dishes in the dishwasher and the house left untidy which is acceptable because it all can be cleaned, but there are various burn marks on the kitchen counter caused by placing hot cookware directly on the counter which need to be repaired. I immediately contacted Airbnb and reported the damage. Description and photos were send to the agent and I was told it will be forward to the Trust and Safety Department and someone will contact me ASAP.
For the next few days, I was calling Airbnb daily trying to get an update on my case without success. I was finally able to speak to a supervisor on the 3rd day and was told due to high season, I have to wait till someone to contact me.
Because I had another quest arriving later that afternoon on the same day, I was not able to get an estimate for the repair till the following week. As soon as I got the estimate, I filed the case with the resolution center.
It has been almost a month since I reported the damage and three weeks since I file the damage with resolution center and I still have not heard from Airbnb.
I still think the site is well designed and user friendly. but since the damage occurred it seems Airbnb is not capable to dealing with the problem.
I am new at hosting with Airbnb and I would like to continue working the site but the non response is extremely worrisome.