Airbnb claim process

[Dan Thomas]

First time in 3 years we have had to file a claim with over 150 airbnb stays. Guest left all windows and door open in our cabin in -15 degree weather when they left causing a frozen pipe. Left the place destroyed and broke a chair. Airbnb claimed the pipe was an "act of god" and isn't making her pay for the broken chair. I know they are crazy guest friendly but this seems over the top.

Guest didn't deny it....responded with "I payed the cleaning fee, why would I clean up?"

Frozen puke in the toilet etc.

Any suggestions? We asked to escalate but haven't heard back yet.

[Bryant Xavier]

Unacceptable and I'm sorry you're going through this and I'm sorry Airbnb isn't cooperating as they should. 

I assume documentation was a top priority here when discovering the property's conditions. In addition to submitting your documentation I'd get a plumber to state in writing that the windows being left open is what caused the pipes to freeze. I'm not positive, but hopeful they would take a professionals word and help on that cost.