We had been scheduled to host three people for a month. Before they checked in we asked them if they wanted us to fill up the jacuzzi for them but they said we could just show them how it worked when we met at check in. We instructed them about this the moment they arrived at the apartment. Two or three days later they contacted us again saying the jacuzzi wasn’t working so we sent one of our staff members to show them again how it worked and once again instructed them.
A week before they were schedule to check out we received an email from a case manager at Airbnb saying we needed to send documentation that showed the jacuzzi was working. I responded “How can I do this?”
The case manager said we needed to go and take a picture of the jacuzzi when it’s filled up and so on. We wrote the guests about this asking to come and do this but they didn’t respond. The same day they were supposed to check out we went there and took a video and pictures. However,t Airbnb sent us a decision before we had finished saying we needed to compensate the guests 691 USD because the jacuzzi wasn’t working. Now it doesn’t matter what I send them as they are saying our deadline has passed. It’s very frustrating and I can’t get in touch with anyone at customer service or file a complaint.