@TheInsider, Hello, and I hope you can assist us.
Since Nov 15th 2018 , we have been going back and forth with 3 Case managers.
After 2 of a 7 nights booking, our guest claimed that they were bitten by beg bugs and demanded a full refund. We immediately inspected and photographed the apartment and found no evidence of any bugs in the apartment. The guest submitted their photos allegedly supporting their claim and checked out. We disputed the guest photos drawing to the fact that the images were not of our property. None of the photos proved the presence of any bed bugs. In January the Case manager Ironically called “Faith” told us to obtain a professional inspection confirming we had no Bed Bugs. At first she accepted the certificate but arbitrarily decided we had “Vermin”. Faith stated that the claim was verified and we were deducted $956.60. We argued this as baseless and further illustrated the false images provided by the guest. In February she asked for a rescan of the certificate. In March Faith wrote back ignoring the contested images and dismissed the certificate citing that too much time had passed. Case Closed.
There simply were no bed bugs or “vermin”!.. and we did everything ABB asked us to do. It’s a ridiculous situation, having to deal with Case Managers who ignores the facts presented, makes their own and unsupported assessments without any evidence. I asked for another case manager to review the claim, but that was denied. I am considering legal action as I have no other recourse channel to pursue.