I will be talking about the devastating and very much time consuming that I have been through since August 1st until today. Almost 40 tiring days have passed with no result but that feeling of being very much ignored with many saved responses by the case manager from the resolution center remain.
I had a guest who robbed my apartment, taking an expensive Canon camera 50mm f/1.2 lens and an ironing machine. I overlooked the ironing machine and the fact that she had left permanent stains on the bed cover which I bought new right and I considered them collateral damage after the one-month reservation.
However, the 50mm lens was $1,472. Thus I have reported this incident to Airbnb support center on the phone and by messaging from August 1st until the 10th. I talked with tens of agents and case managers and I sent them all the photos and documents that they needed. They told me they would contact me soon.
Anyway, this was a lie from all of them and my first experience with such an incident. On the 11th of August I called again and a case manager told me that I had to request a refund from the guest who robbed my property. I have done so and she denied it, so I got the resolution center involved.
They automatically send you an email that it should take seven days to have your case resolved. It took until today, which is 25 days. This required all the patience that I had. I sent all the documents that they requested with every tiny detail and I waited and waited. Then they requested a police report which was a very strange thing to ask for after 25 days (I had four guests in my apartment since then). Why didn’t they request it when I called, messaged, and reported this incident?
I managed to go the police station and told them every tiny detail. They gave me the police report. By the end of that day I thought Airbnb would honor their Host Guarantee. I then resent all the photos, conversations, and documents.
Since then the case manager took five days to respond to my emails. He emailed me very strangely as if he knew nothing about my case. He said – and I’m quoting from his mail – “Thanks for your response. In order for an incident to be eligible for Airbnb assistance, the reported damages must have been caused by a guest or an invitee of the guest. You are free to pursue reimbursement from your guest directly. However, per this requirement, this case is not eligible for reimbursement. You may review the Host Guarantee terms here. If you have other questions about the Host Guarantee and what is covered feel free to respond.”
As if I didn’t involve them after I requested the refund from the guest directly. I emailed him back and he didn’t answer of course. Then I called Airbnb and after a very long conversation – thirty minutes – in which I had to tell the whole story from the first detail, I requested that they change the case manager who is investigating my case. He responded shortly by email: “After a thorough review, we have decided to uphold our original decision. We determined that a payout could not be processed in this instance. We consider this decision final.”
I will unfortunately be un-listing my Airbnb apartment. Although I met with many great guests, I would never have done this if I hadn’t been that ignored.