My name is Francisco, and I'm a Trust and Safety specialist at Airbnb.
I am contacting you because Kyoto Traditional Townhouse has notified us that there were damages following your reservation.
I would like to reiterate that we are here to mediate in these situations, which means that we hope to reach a resolution that is fair and equitable for both host and guest. Therefore, we would like to hear your account of the reported incident. We kindly request that you provide a written account of the damages reported by your host. Helpful details include:
- Check in and check out procedures
- Location and utility of items in question
- Any communication via private email (or other means), that relates to this matter
We have requested additional documentation from your host in the form of photos and receipts for the reported damages. We’ll forward you copies of this information as soon as we receive it.
IMPORTANT: Please respond to this email directly within the next 48 hours. If we don’t hear back from you within this time, we will move forward with processing this case based on your host’s documentation. This decision will charge the payment method used for the reservation to cover the damages outlined by the host.
Please let us know if you have any questions or concerns. We look forward to hearing from you soon.
Thanks again for your continued patience and understanding. After reviewing the relevant documentation and communication, we've decided not to proceed with your host's request. That means you won't need to make a payment, and your host's claim has been denied.
We no longer authorize security deposits before a reservation begins, so your card won't show a charge for the security deposit. If anything looks amiss, let us know and we'll be happy to help!