Hi @Valentina32 ,
disappointing to hear about this guest, can be frustrating to see how people leave a place.
We've had success making a claim for damage (I think maybe twice in the past) and the general protocol is:
- photos of the damage or issue, invoice for the repair/replacement or extra service.
It sounds like you have made these steps and are moving forward. I would add that it is my understanding that AIRBNB sort of makes a general average for certain things, so if a host submits a claim that is reimbursable AIRBNB may decide to reimburse for something less based on their own averages. Which can be a very large range across property types, locations, etc.
Good Luck!