Valuables Stolen at Barcelona Airbnb, No Resolution

My daughter and her friend checked into their Airbnb in Barcelona on May 13th, 2017. They went out for the night and came back to find all their valuables gone: two Macbooks, two GoPros, one gold bracelet, and my daughter’s baby blanket that always travels with her. They called the police who came to the apartment. They called Airbnb who told them to go to a hotel, but it was the grand prix that weekend and they had trouble finding one at 2:00 AM. The girls filed a police report and stayed in a hotel for the next four nights because they were afraid to stay in an Airbnb at that point. Airbnb was very supportive at first and offered to help. The apartment host changed his name and picture the next morning for the same place but my daughter could not review on it because they did not stay there. Airbnb has done nothing about that. We have been trying to contact Airbnb for the past nine days. I have called five different times and spoke to five different people all with a promise to call me back about our claims. To this date, nobody has returned my calls. I waited on the phone today for over an hour to talk to a manager and was then finally cut off with no call back (they took my number). When I called again, they would not transfer me to a manager and I had to start all over. I am unable to contact them through the website. I only have a few standard questions but there is nobody to contact. This is pretty frustrating and for such a big company, you would think they would have amazing customer service. Shame on them!

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