Customer Support not replying

[Robert9704]

I am currently staying at a property that is infested with cockroaches. Support initially informed me that this situation would be covered under AirCover. However, despite several follow-up attempts on my part, I have not received any update for the past two days.

The case is being handled by Regina, a Senior Case Manager, and I would appreciate an update on the status of my claim as soon as possible.

I am staying at a property which is infested with cockroaches. Support initially responded saying I am covered by AirCover. However I have not heard from them for 2 days even though I have tried to follow up. The agent is Regina a Senior Case Manager.

[Helen3]

Hi @Robert9704 

What did the host say when you approached them about this before you contacted Airbnb?

did any previous reviews mention issues ?

dont wait for Airbnb to call you back. 

have you identified an alternative property that's available that you want to move to. Call Airbnb back now and ask them to transfer your booking to an alternative property as you have conformation from them that they have accepted the listing is not suitable for you to stay in.

we are a community of hosts and guests like yourself so can't help with this .

[Paula]

Sorry to hear about this, @Robert9704. Have there been any updates since you posted?

Please keep us updated.

[Robert9704 · Accepted solution]

Thank you for getting in touch. I’m pleased to confirm that the matter has now been resolved satisfactorily. I’m not certain what caused the delay, though I suspect it may have needed to be escalated internally before a resolution could be reached.