I had a guest stay at my place a few weeks ago. I tried contacting him, and found out he had a google voice number instead of a real phone number. I called customer support to cancel, as I had a bad feeling, and they assured me it was a legit account, and that I had nothing to worry about, and that I would be charged $100 if I cancelled the reservation.
Fast forward, I do the return key exchange, and he texts me and says he had to leave at 5am for a family emergency, and left the key in the unit. I come to my place that is ransacked. They stole a bunch of information that i had locked in my closet, like an ID, SS Card, credit card, coins, etc. They also stole 2 laptops and 2 iphones.
I ended up breaking my lease for $3000 and had to cancel several other reservations, not to mention countless hours cleaning up the mess, cataloguing my losses, and trying to submit a claim to airBNB.
Their response is that they are only covering $164 because that is all of the loss I could prove (duplicate key and one receipt for an item I just purchased).
They call this a “goodwill payment”. How is reimbursing me for documented loss “goodwill”? And how are they not at all accountable for their negligence?