Airbnb resolution center is the worst ever experience i had in my life with any platform
I am have a "superhost" status which in fact means nothing. Zero !
This was the first time i had to go through Airbnb resolution center for reimburesement of my flat damage and i could never regret it more but now it actually proves the worst fear of any host - AIRBNB DOESN'T CARE ABOUT YOUR PROPERTY AND NOTHING IS ACTUALLY COVERED. IT IS A CRIME.
Long story short : I had a guest who violated my house rule for no pet allowance (we found it out after their check out - the cat food and toys were found) , btw i have severe allergy to pets.
There were three guests (2 adults and one child) staying in my apartment. After their check out my clock ok the wall has been missing , all bed sheets and pillow were left with yellow stains (as urine) and surely had to be thrown away , i had to order a chemical cleaning to make sure that bed ,sofa and chairs thoroughly cleaned so that no pet hair is left anywhere. I have provided all the photo proofs too, while having a little time to prepare flat for the next guests.
The guest admitted all the violations and promised to reimburse all the damageds in total of 500 eur as soon as i file for reimbursement through airbnb. I wanted to do things right to secure myself and the guest. But guess what - Airbnb's so called "superhost support team" and resolution center made things only worse. At first they asked the information on estimated price or links to damaged units. I provided links exactly to those units i purchased (mainly from Ikea).
Couple of days later after fozens of follows up they come back with same excuse by saying we sorry bla bla bla and doing best bla bla bla like a scam call center, while there is nothing else to do as i already had proof of guest admitting of violation and approval of reimbursement amount (they also have access to airbnb messages) and all the proofs.
I have been forwarded 5 times so far to various agents promising and reading the same text of how sorry they are as a prayer (they have scripted text to read) , last time a guy so called Senior case Manager called me after i demanded to speak to any of their supervisors and promised me to take care about this personally as he himself is an airbnb host too and bla bla bla , but guess what ?
Again lies lies and lies. Nothing has changed i keep opening new cases and even if they tell that they are aware and their aircover doing their best , they are actually doing nothing and testing your patience. In fact i believe this is their internal policy not to care for as long as possible so that guest will just give up. Why ? Because they dont care and dont want to work, but they will gladly take your money if you as a host do anything wrong.
Reading all these stories of people having same issues and even worse with Airbnb. I am planning to take out my listing from Airbnb as i dont trust Airbnb anymore , and none of the hosts are safe as Airbnb Aircover covers nothing. I suggest to all the hosts not to list their properties on airbnb , avoid self check-ins and check out for the guests and call police right away once they discover damage before the guest leaves the house. Don't trust Airbnb!
