Hi @Olga1407 ,
I'm sorry to hear about your challenging experience with these guests. Here's a step-by-step approach you might consider:
Document Everything: Ensure you have clear, date-stamped photos or videos of all the damages and mess.
File a Claim: Submit a claim through Airbnb’s Resolution Center. Please look for "Aircover" using the Airbnb message thread on browser. Do this promptly as you must file within 14 days of the guest’s checkout or before the next guest arrives. Include all documented evidence and a detailed account of the damages.
Communicate with the Guests: Message the guests via Airbnb to discuss the condition they left your property in, keeping a record of the conversation.
Leave an Honest Review: Post a factual review detailing your experience after documenting and addressing the damages. Consider waiting until near the end of the 14-day review period.
Contact Airbnb Support: If the issue escalates or the resolution is unsatisfactory, reach out to Airbnb support for further assistance.
Taking these steps should help you manage the situation effectively and prevent future incidents.
I hope this helps.
All the best,
Upfish management