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A guest damaged my apartment and agreed to pay for the damage, but we couldn't agree on the amount. We asked airbnb to step in. I missed an email and as a result, the case was closed without an ability to re-open. All my documentation had been uploaded so I'm unsure why they weren't able to process the claim. Representatives said they couldn't re-open the case, since it was policy. Remember, guest and I want to continue the claim. Not sure why airbnb thinks it's on them to apply a policy that makes no common sense.
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