What’s the point of a deposit if they won’t unilaterally make the decision to charge against it?
I’m pissed on your behalf!
This is when I knock the CS agent over the head with their own TOS. I did some legwork on your behalf. Go get 'em…
In the TOS:
8.1.1 Subject to meeting any requirements (such as completing any verification processes) set by Airbnb and/or the Host, you can book a Listing available on the Airbnb Platform by following the respective booking process. All applicable fees, including the Listing Fee, Security Deposit (if applicable), Guest Fee and any applicable Taxes (collectively, “ Total Fees ”) will be presented to you prior to booking a Listing. You agree to pay the Total Fees for any booking requested in connection with your Airbnb Account.
The bolding is my own, but the TOS clearly state that the guest is accepting the possibility of total charges which include the Security Deposit.
And in a later section describing the process:
11.2 If a Host claims and provides evidence that you as a Guest have damaged an Accommodation or any personal or other property at an Accommodation (" Damage Claim "), the Host can seek payment from you through the Resolution Center. If a Host escalates a Damage Claim to Airbnb, you will be given an opportunity to respond. If you agree to pay the Host, or Airbnb determines in its sole discretion that you are responsible for the Damage Claim, Airbnb via Airbnb Payments will, after the end of your stay, collect any such sums from you and/or against the Security Deposit (if applicable) required to cover the Damage Claim pursuant to the Payments Terms. Airbnb also reserves the right to otherwise collect payment from you and pursue any remedies available to Airbnb in this regard in situations in which you are responsible for a Damage Claim, including, but not limited to, in relation to any payment requests made by Hosts under the Airbnb Host Guarantee or Japan Host Insurance.
And again in the payment terms linked in the last paragraph…where the guest either agrees OR AIRBNB unilaterally decides in favor of the host claim:
11.1 If you as a Guest (i) agree to pay the Host in connection with a Damage Claim, or (ii) Airbnb determines that you are responsible for damaging an Accommodation or any personal or other property located at an Accommodation pursuant to the Airbnb Terms, you authorize Airbnb Payments to charge the Payment Method used to make the booking in order to collect any Security Deposit associated with the Listing, as well as any amount of the Damage Claim exceeding any Security Deposit. If the Listing does not have a Security Deposit, Airbnb Payments may charge the Payment Method used to make the booking for the amount of the Damage Claim. If we are unable to collect from your Payment Method used to make the booking, you agree that Airbnb Payments may charge any other Payment Method on file (and not otherwise unauthorized) in your Airbnb Account at the time of the Damage Claim.