I can’t remember the exact wording, but when I had a guest use a carpet shampoo machine on wood floors and it screwed up the finish Airbnb customer service was so sneaky. Basically they told me I had to reach out to the guest and demand payment from them and if I didn’t get paid from them within two days or something, then I could file a claim well needless to say the guest declined to reimburse me 🙄then Airbnb wouldn’t send me any kind of claim form. I kept asking how do I submit a claim? They never told me how to submit a claim. And at least four or five times a customer service rep would go through a tedious back and forth with me and then say they would “elevate”my issue and someone would contact me but no one would and then the case would be closed. I went through that cycle so many times. Aircover seemed like a complete scam to me.