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I have read a lot about hosts mostly here, and on some other sites, complaining about not receiving anything from Aircover, the reason being that happy people don’t tend to post.
After a 2 month long back-and-forth with Airbnb because of damages from guests partying in my apartment, I received a reimbursement of several thousand euros (equal to more or less what I was deducted by them in service fees for this year).
I would not say I am happy, but it is a lot more than I had expected following the posts here. So occasionally, it will work.
That does not mean I endorse Airbnb by the way, I think they started out well and are a horribly mismanaged company now.
And that’s the thing, isn’t it? All of their responses, from trying to get an obviously irrelevant or lying review removed, or obvious revenge ratings, to shunting your issue to someone else you have to explain it all over again to, or a damage claim, seem designed to wear you down so you give up and go away.
I recently had success with Aircover but my claim was of far lesser value than yours.
My claim was based on extra/ unexpected cleaning.
I submitted a written claim along with photographic evidence and invoices.
When the guest refused to pay, I received, what appeared to be an automatic response from Airbnb, that I would be reimbursed.
What was weird, was a few days later an Airbnb rep, contacted me to request additional pics of the issue, not knowing that the case had already been resolved.
I erroneously put in my damage claim before getting reviewed, so the “guests” gave me a 1 star revenge review full of lies. It took me 3 weeks adn 6 support cases/calls/topics to finally have it removed.
Likewise for the damage claim, I sent weekly e-mails, and when I finally told them I demanded 3rd party arbitration because they cannot prolong a decision indefinitely, whether positive or negative, 2 days later they confirmed the reimbursement.
Yes, but I had video evidence, photos, took video statements of my cleaning personnel and the repairman, and had my community administrator’s email complaining about violating community rules with parties & noise complaints.
It did not take much effort to gather all that and I highly recommend everyone with a claim to documentas much as possible.
