reimbursement

[Miklos5]

After having a guest smoke in my home and making in inhabitable for 3 days, I got denied reimbursement. I had to cancel an incoming guest reservation AND I had to do deep cleaning for 3 straight days. I even got a company come out and do ozone cleaning for 80 euros so that the stench goes out. 

Here is what the reimbursement specialist wrote after a month of waiting: 

"We came to this outcome because extra cleaning and house rules are not covered under the Host Damage Protection, therefore not considered for compensation.. "

They are either completely ignorant or just lying, I cannot decide. If they went to their own aircover rules page (https://www.airbnb.com/aircover) they would know I am eligible for extra cleaning cost and income loss protection as well (by the way they didn't even mention the income loss in the email).

I am thinking about moving my business to booking.com even though I have really enjoyed this platform so far.

[Max-And-Stephanie0]

Excellent, thank you! 🙂

[Miklos5]

@Emilie it seems like the same thing is happening here at the community center as it is all over AirBnb. As usual, it is all talk but no action. Nothing has happened so far and nobody at the support team is getting back to me when I ask them about the case. New tickets are being opened and they die without any notification on how and why they ended. This is just a mess. Why offer AirCover at all if you guys don't follow up and leave hosts hanging? 2 months  and counting and I am still owed around 1000 euros... Shame on AirBnb, my next letter goes to the CEO with detailed account of the whole process and names of everyone who has been involved and failed to do anything.

[Emilie]

@Miklos5 I'm really sorry that you haven't heard back from the team. I am not part of the Support team myself so I can't follow-up directly but I will flag it to them!