Misinformation about deadline to report a damage

[Tatiana831]

Hi, 

I I was multiple times misinformed by Airbnb customer service about the deadline of reporting the damage of my drier occurred during a stay of guests.

I have 3 written proofs where people from Airbnb customer service tell me I should report the damage 14 days after the check out AND NOT 30 days after the damage was identified as they later said me in the mail after I completed my request. 

Did anyone face the same problem? 

[Breanna]

Hi @Tatiana831 

Sorry to hear you received some conflicting information. There are some details in the Help Center article here.

@Helen3 or @Kia272 do you have any experience navigating Aircover claims? 

[Helen3]

No I haven't had to make a claim in eight years of hosting @Breanna 

[Breanna]

That's amazing @Helen3. Thanks for stopping by all the same! 

[Anne1057]

Hi Tatiana,

YES!! I am in the same boat with so-called Air Cover. After extensive damage was done August 31, I could not get a contractor to give an estimate within their time frame. I called Airbnb with my concern and was assured by a representative that I could submit once I had all of the documents.

Now I am subject to a series (7 so far!) of bot-like "ambassadors" who start the conversation as if I have not laid out the facts of the case. It's like the movie Groundhog Day.

Then they give you "I am sorry you did not get the outcome you had hoped for".

I hoped for an outcome that your company promised me. Talk about patronizing and dismissive!!

I am looking into leaving the platform. Apparently VRBO offers a superior service for hosts.