Airbnb is Scamming me out of $14.5k & Ghosting Me

[Heideliese0]

I stayed in a Canadian Airbnb with my family and woke up to my rental flooded on 2 floors - no where near the beds, showers or anything. We thought we were being diligent guests and let them know right away. They came that day and said they could not find any source of the leak, and we stayed there for days more with no sign of damage or further leaking. We took pictures and everything upon check-out and the host left a review following our stay saying that we took great care of the place. A week or so go by, and the host reaches out to us again and tells us - in writing - that they had a professional inspect the house and that they could not find any source of the leak. 

Next think I know, the host is telling us that there is warped flooring and wall damage and that they are going to submit a claim against Airbnb's host insurance to cover toe $20,000 CAD in repairs. I asked if the intention was for me to reimburse them for the damage, and they said "no", they intended to get Airbnb to cover it. They specifically told me to DECLINE the request for reimbursement and allow it to go to the claims process. So I did, and a claim was filed and I submitted all my photos, the messages between the host and myself. 

The host never actually accused me or a guest of causing direct damage, we were told that a professional could not confirm where the leak came from and I have not seen one single photo of the alleged damage they repaired. I have not seen a report, I have no received proof of repairs and cost. NOTHING. 

Months go by, and Airbnb sends me an email stating that upon review of the claim, they are siding with the host and I owe $14,550.00 USD. I can file an appeal, but the link for the appeal isn't working. I received the email on March 7th, and today is March 19th. The deadline for filing an appeal is March 23rd or they will begin charging my card on file $500.00. I have called them multiple times beginning on the 7th and have gotten no one who can actually help. My issue has been "escalated" at least 4-5 different times and NOT ONE SINGLE PERSON HAS REACHED OUT TO ME. I keep being told that they cannot send me to anyone on the phone, the specialist team has no "voice line" and they will reach me by email. I have multiple different messages confirming they have "escalated it", and I keep getting the run around or directly ghosted. I just want to be allowed to submit my claim and this is causing an immense amount of stress and depression. I have called almost daily, escalated it numerous times, waited as they asked, nothing.

They refuse to allow me to contact anyone and not one single one of their "specialists" will reach out to me. I've asked the Customer Service people what the turnaround time would be for a reply and they repeatedly say "as soon as they can" - even when I press for an answer. I called again this morning and explained the issue, and just asked if they could escalate it again so it could be on the record as the deadline looms - I was told this time they would look into it and call me back in 1-2 hours. Instead, I shortly received a message that I would be reached out to by someone who can help me better. No one has reached out to me. 

[Lorina14]

@Heideliese0 

First thing I would do is cancel my credit card on file and get a new one. You can refute it but why bother if they are going to charge you when they don’t even respond to you in a timely manner.

Make sure you have a good log with the case number and every customer service ambassador you spoke to and what they said. Screen shot all correspondence in the app or platform (they should have access to this but just in case). Ask to speak to a supervisor. I’ve read that these specialist claim reps/managers never speak to you on the phone and every correspondence is through email, which can take days for a response.

Be persistent, professional and cite the terms and conditions of Airbnb from their policies back to them when you are stating your case. Per your terms and conditions, I notified the host immediately about the leak during our stay, and they sent a plumber immediately but could not find the source of the leak, there was no further leak during our stay and we completed our stay. After x days the host advised me they are filing an aircover claim and told me to decline paying for damages that were no fault of my or my guests and they said that the Aircover policy would cover it (see messages on the app for details). Now I am being charged for something that is not my fault, we followed the house rules/policies and treated their space with respect and this is the result of that?

You can consider a shout out on social media channels tagging Airbnb about the issue and that you have used them for x years and are disappointed in the way this recent stay and experience has transpired. Many have said it took them going to social media for Airbnb to finally respond promptly with some resolution. You have tried other ways to work with them so this appears to be one effective way to escalate. 

Please let us know what happens and again I’m sorry for what has happened.