Host guarantee claim

[Deanne47]

A month ago I started a claim with Airbnb after a guest had an unauthorized party resulting in over $11000 worth of damages.

i phone Airbnb daily to be advised that a case manager will contact me.  I have been denied permission for a direct phone number or email of the case management team as this is not the “policy”.  If that is the case where is your complaints department?  I would like contact details of your complaints department because customer service can only apologize and escalate.  Escalation has not got any traction.

what kind of actual business model is Airbnb claiming to be?

[Linda108]

Are you in a situation in which you are totally dependent on Air BNB to enforce your rules and pay your claim.  So sorry as that is not a good place to be.  You have a lovely listing, so what do you do to protect your investment, including vetting the guest, security systems to detect violations and reactions to violations of your rules.  Please do not depend on Air BNB to make you whole.  

[Sarah977]

@Deanne47  Not sure if you are aware, but this is just a discussion forum for hosts and guests, not Airbnb itself. You may get some useful advice from other hosts here as to how to proceed with a claim, but no one here can actually facilitate that.