David
I really appreciate your help here, based on the below email I have reached out to our contractor who gave us this bid and he is going to just bid the actual damage (unfortunate in flooring that means we would not have congruent floors and we would have to make up the undamaged part ( but it would still need to be replaced). This is so crazy!
Airbnbs latest message is as follows;
Hi Bryan and Lisa,
Thanks again for reaching back out regarding this claim. We understand this has been a difficult process and it was not the outcome you were expecting.
As mentioned earlier, as your Case Manager, there is not another party that is able to override the decision in this case. Additionally, we're not able to give you a call as my department conducts all of its correspondence via email, since we deal with sensitive financial issues and written documentation of our communication is required. I hope you can understand the need for this caution.
However, based on the documentation provided and as a third party not present during the reservation, a decision was made after a full investigation by myself and my management team. As Airbnb is unable to provide compensation for the entire re-flooring of your house and as we did not receive an invoice for the damaged areas as requested, we had to determine reimbursement based on the photos you provided of the affected area and fair market value for the material. The average laminate flooring costs between $2.40-$4 per square foot and as you have higher grade flooring, we've issued the payout based on $5 per square foot for the 10 feet of estimated damage.
We regret that this decision has negatively affected you, but we believe this to be a fair resolution, all things considered.
Airbnb reserves the right to make the final determination with regard to these disputes, which is outlined in our Terms of Service https://www.airbnb.com/terms.
Unless further documentation can be provided that may change the outcome of this case, we must respectfully disengage from further discussion.
All the best,
Sydney