Airbnb support close my escalation for extra charges to guest without ever talking to me.

[Danny627]

My last guest hosted a huge party and left more than 15 bags of trash at my place upon leaving. I tried charging for the extra guests and additional clean up fees and the guest did not respond so I escalated it with airbnb. I got a message from someone from support in one email saying 'It was nice talking to me" blah blah blah when I did not talk to anyone in support. Then a following email saying that they've spoke to both sides and decline to charge the guest and closed my ticket. 

I'm at a lost here. Is someone not doing their job and lying about it or is Airbnb just this way?

[Lorna170]

@Danny627   Customer service is outsourced to third party companies. I am not surprised by you getting a response that said that the CS rep had spoken to you (false) or that your ticket was closed with no further communication.  

If you have the time and need the money, keep calling. Good luck. 

[Danny627]

Thanks for assuring me that Airbnb this way. I have video and photos of the crowd and all the trash behind. It's just annoying how horrible their customser service is. 

[Mike-And-Jane0]

@Danny627 Actually you should be thankful you have dodged a bullet. The usual effect of reporting a party seems to be that your listing is suspended as if it was, in some way, your fault.

[Pat271]

@Danny627  Airbnb is “just this way”. They do not typically reimburse or request money from guests for extra clean-up efforts.

[Shirley26]

That's crazy what happened to you....Don't you have it spelled out in your "Policies and Rules" and then again in "Additional Rules"?

[Fred13]

15 bags of trash were not generated instantly, but over more than enough time to have the event causing it to come to a screeching halt, IF one is there watching and stopping it. Besides anyone that pulls this trick I doubt is remotely interested in being fair. I suspect This is a 'hit & run'; situation.