A guest stayed for several months, then left without saying goodbye without paying for four nights. Inside the drawers remains an oily substance. I sent a message to the Airbnb resolution center, and this is what they wrote:
“I have taken a look through the details you have provided and I should explain that, in the case of the bedroom furniture, it appears that the damage can be remedied without the need to replace everything. Generally speaking, unless items are damaged beyond repair or beyond use, replacement cost will not be provided.
In addition, when replacement cost is approved the amounts involved are subject to deductions for both depreciation and residual value. Airbnb will always pay for the lesser cost of repair or replacement so please explore that possibility. On all items please provide invoices,estimates, or receipts covering the cost of repair (or replacement if appropriate). All documents should appear on company letterhead and Word/Excel documents are not accepted.
Please submit the requested documentation by November 10th. If you need more time to gather it, please communicate how much time you think you might need.”
Thanks for you answer, but please allow me to insist about the permanent damage to the bedroom. It cost us $3,200 five years ago, before we went into business with Airbnb. We have been trying to clean off this oily substance from all the bedroom furniture, including the bed, mattress, sheets, towels, mattress cover, night stand, dresser and chest, without success. All the furniture is still stained and seems impossible to be cleaned. On the dresser, the guest burned or melted some plastic that we tried to remove, resulting in some permanent damage. The carpet may be cleaned but we’re without hope the stains will go away. The guest also broke a lamp.