So a WARNING story about how airbnb Support lied to me on call and in inbox after a guest DESTROYED my unit, and then the AIRBNB HOST PROTECT team - did NOT protect me at all despite evidence.
In fact, after sending in PICTURES of evidence, then videos of evidence, then INBOX chat recordings - they gave me radio silence. A few days later an email saying my case was closed and that was all.
Then when I open a new one, looking for SOME explanantion - the rep says they'll reach out shortly but guess what - it's been weeks and they keep closing my online chats and no email replies - this to a superhost.
What I want is an explanantion as to why I am being denied compensation that is COVERED under host care as per their terms.
The events:
Guest took keys with them, after getting in, guest had rolled over the washing machine (not kidding here) and the drum broke - cleaners had been recording pictures and videos all morning as soon as the guest left and I was uploading them to AIRBNB chat along with speaking on the phone with the support agent opening my case. This agent was VERY clear about being REIMBURSED for the damages but also for the days my unit could not be hosted. I had gotten a appliance repair person in same day, and had ordered new keys and fobs (condo) as well. And those days until delivery I had blocked off - again being TOLD I WOULD BE REIMBURSED.
So what does that special team say? First that the drum inside being damaged would not be covered since that "roll" damage isn't part of my coverage and that they would replace the entire machine.
THEN they said they can't replace the entire machine, since there was no visible defect on the exterior - .... at this point I'm at a loss for words.
THEN they said they can't cover the labor for the repair - I had already sent them the invoices. The LABOR for the repair was sent to me as a separate invoice from the parts and was the "outcall" receipt - the speacialist "Prince from Airbnb" said that isn't covered.
DO KNOW that when i asked for a guideline of terms of service saying these things weren't covered - I was sent the HOST POLICY page that said NOTHING about these specifics they were denying. And when I asked PRINCE to be specific - guess what ? Yep he ignored me.
Oh and the dates? He said they weren't covered either. HE said that they were covered ONLY if I had to cancel on a guest. Now I'm thinking to myself WHY WOULD AIRBNB WANT me to BOOK IN GUESTS when i KNOW i can't host them?! More importantly (?) WHY WAS I TOLD to BLOCK those dates and that I WOULD BE REIMBURSED for them?!
But it gets BETTER! There WAS a guest I had to block/cancel because they were coming in during one of those days, and I had to tell them about the issues and ultimately cancel them. I sent the screenshot of the conversation, booking requests ETC. to Prince - and guess what... NO REPLY. Closed the thread, and no explanantion. SINCE THEN? No one, absolutely no rep or "specialist" team has reached out to provide ANY kind of explanation.
