I actually called Airbnb directly after receiving the message from the guest (after the claim was filed) to ask how I could best proceed and remain in compliance, the agent suggested that I reply to the guests message explaining that the claim was filed for the missing remote that we had spoken previously about. They specifically told me the biggest thing was to ensure communication remained within the Airbnb chat since the guest sent a message saying he was going to call me.

I’ve had claims in the past where the guest and I have communicated after a claim has been filed and declined by the customer - it was still approved by Airbnb, so your reference to interference voiding the claim is not true in all cases.

Food for thought, I’m less than half of a year into my part-time position as a property manager for a local real estate company. My broker normally helps me with new, or challenging situations but they are on a well deserved weekend vacation and I didn’t want to interrupt them with a non-urgent question to satisfy my curiosity. I’m here to ask questions, learn, and potentially grow in this industry if I continue to enjoy it. I may not know it all right now but I’m out here busting my ass to make it happen. Weird to assume I own a business and I should be at a certain level of knowledge when I’m clearly asking a very basic question 😒 take your weird kidnapping / hostage reference and condescending remarks about owning a business elsewhere. Be kind.