its been almost a month still waiting for a respond from Airbnb regarding to a damage claim

[Chris614]

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.

[Linda108]

What was your communication with the guest about the damage, @Chris614?  Did the guest accept responsibility?  If not, then part of the resolution of the claim is establishing that the damage was caused by the guest and not pre-existing.  This takes time and it helps if you are able to establish the guest responsibility.

There are many posts that report it takes a long time to adjudicate damage claims and hosts just have to wait and continue on until resolution.

[Chris614]

Hi Linda

Thank you for the message. i did not receive any reply from the guest after I file the damage report with resolution center.  After 72 hours, I involved Airbnb thru resolution center. As a new host, I do not know how long does it take for Airbnb to respond. It has been a month since the initial damage claim. 

[Marv2]

Linda...why should we as Hosts "just have to wait and continue on until resolution" ? What is the acceptable length of time to wait? Are you a Host? I have been attempting to just speak with someone about my claim for over a month and a half. I am not satisfied and will not just wait and continue on until resolution. 🙂 Just saying. 

[Linda108]

@Marv2  If you have had no communication from Air BNB regarding a claim for 6 weeks, I agree that you would want to contact them.  Here is a guide for contacting Air BNB.

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728

Good luck!

[Marv2]

Thanks Linda, will check that out. Nice community you live in. Just got down to Yuma a week ago. 

[David126]

Did they guest agree to pay youi?

[Chris614]

Hi David

the guest never respond to my damage claim thru resolution center. 

[Chris614]

Just received an email from the specialist from trust and safety today!