So I thought I would give a round of applause to Airbnb Customer Service and their supervisors. After 3 months of trying to get reimbursed from a guest who broke my expensive 4 poster bed and hid it. Slept in an unauthorized bedroom, refused to pay the fees, verbally and physically threatened me, put holes in my paper coffee cups and left me 2 1/2 hours of cleaning that usually takes an hour - oh but I digress.
If at first you don’t succeed try 5 more times. It was a frustrating process. They kept closing the message thread thinking it was a different message I was asking about and while I started the process within the deadline by the time I finally gotten someone, it was too late but I persevered. I finally got a support person who stayed with me until she got a supervisor to take my case and then she followed up. I am getting reimbursed $900.00 for the new bed.
I didn’t even know what the guests did until the next guest checked in and slept on the bed the first night. They were a wonderful couple who was so considerate of what happened. I gave them a couple of free nights and two pieces of my pottery as compensation.
I was told that having over 600 check-ins, never filing a claim, being super host for 8 years and now a guest favorite did make a difference I was also told that if I just gone through the process of Air Cover it would have been much simpler but I was trying not to confront the guests again (Their adult children are local and also threatened me.)
But it did pay off. So kudos to Airbnb Support this one time!