Item left behind

[Amy2499]

In October 2022, I stayed at an Air BnB with ZenCity (Kansas City). When I got home, I realized that I only had the charging base for my Nintendo Switch and immediately sent a message notifying them that I must have left it behind.

They were very responsive and after a couple of days, let me know that they found it. They requested that I send a prepaid shipping label to their warehouse team, which I did on November 1, 2022.

They confirmed they received the shipping label and were providing the information to the warehouse dispatch team.

Since then, I’ve continually asked for updates and the only responses I receive are saying they will check in with warehouse team and get back to me with updates…which they NEVER do. 
I completely understand that I was the one that left the Switch behind, but they found it and provided me with next steps for it’s return. I even offered to drive back to Kansas City to retrieve it from their warehouse, but was told they don’t allow that.

 I’m so frustrated and I’m at a loss of how to proceed further. I guess my only option now is to look into small claims court since I have the paper trail of emails with them stating they have it and would ship it back with the prepaid label.

The worst for me is that I provided a great review for them, when I thought they were returning my Switch. 

[Fred13]

People with  integrity (and kindness) would find a way to return such an item left by a guest quickly. And these people are in the hosting business?

[Gillian166]

@Amy2499  you are dealing with a large management company? they are a different "type" of Airbnb. 

I had a guest leave an iPad in my cottage pre-xmas (and we found a pair of shorts as well) and she contacted me on the day, and I posted it out to her next address, and she has safely received it. Their stay with me was over $1K so I didn't charge them the $15 fee for postage. 

You might try to reach out to them if they are on twitter or other socials, they might hustle a bit more.... 

[Amy2499]

Thank you, great suggestion! This was the first time I’ve had to deal with a large management company through Air BnB, it’s definitely left a sour taste. I’ll be sure to look for properties that are owned by individuals moving forward.

[Helen3]

if you booked through a large scale management company I would post on their social media channels and leave an honest review on Google etc.

in your situation I would have claimed on my travel insurance when it became clear they weren't returning the items @Amy2499 

[Amy2499]

Thank you, great suggestion!

[Christina163]

I've given this some thought as I am from STL as well....I think u should ask airbnb to open up a new resolution and ask them for the money. This is ridiculous. 

They have the ability to reach out to the host & ask u for the money back plus the shipping label should b canceled & if u bought it on a credit card u can do that.

[Amy2499]

Thanks, unfortunately Air BnB has only offered to remove my review that I gave them. ZenCity has not responded to me since Dec 21st, with my latest request for information on Jan. 1st. 

They don't have much of a social media presence that I can find, but I'll be definitely spreading the word to everyone I know to avoid booking any listings with them. It's really ridiculous and disheartening.

[Amy2499]

UPDATE: They finally responded back this week only to let me know that they no longer have my item and are not responsible for it. Really crappy considering they confirmed having it and have continually strung me along for MONTHS telling me they were getting confirmation of when it would be shipped back to me.