Notes

Hi {{customer.first_name}}, I'm here to offer you help with __LANGUAGE__. Do you feel comfortable talking in __LANGUAGE__?

__IF_FIRST_CONTACT_WITH_USER__
Thank you for reaching out to us. My name is __INSERT_NAME__, and I'm a Trust and Safety specialist. I'll be your point of contact throughout the processing of this case.

__AS_NEEDED__
Thank you for your response.

Please complete the Host Guarantee payment request form on laptop or desktop device for best results. This form is required to be considered for payment under our Host Guarantee program.

To complete the Host Guarantee request form, visit: https://www.airbnb.com/incidents/new

Once received, we’ll work with you to gather the appropriate documentation in support of your request.

At our discretion, we may also require that Crawford & Company, our independent adjuster, complete an assessment of the reported damages.

In order to ensure swift payment, we ask that you provide the following:

- An itemized detailed list of damaged and/or stolen property, including a breakdown of costs
- Detailed photo of each item damaged by your guest

__LOW_FRICTION_DOCUMENTATION__OR__STANDARD DOCUMENTATION__
Additionally, please provide at least one of the following for each item that you are requesting for reimbursement:
- Original purchase receipts for any missing/damaged items
- Web links to like-kind items
- Website showing average cost of service to repair or replace the item
- Estimate or Invoice on company letterhead
- Screenshot of online purchase/shipping confirmation that includes date of original purchase and price of each item

__HIGH_FRICTION_DOCUMENTATION__
Additionally, please provide at least one of the following for each item that you are requesting for reimbursement:
- Original purchase receipts for any missing/damaged items
- Screenshot of online purchase/shipping confirmation that includes date of original purchase and price of each item

As well as, one the following for each item that you are requesting for reimbursement:

- Web links to like-kind items
- Website showing average cost of service to repair or replace the item
- Estimate or Invoice on company letterhead

__PLUMBING_CASES_ONLY__
-A plumber's invoice with repair costs and an incident report describing how the issue arose and why the guest is liable

__IF_REPORT_OF_THEFT_WHERE_A_STOLEN_ITEM_VALUED_OVER_300_USD_MALICOUS_THEFT__
We request that you file a police report that includes a Lost Property Report with your local authorities regarding the reported theft and include a copy of the official report in your Host Guarantee payment request form or in a direct reply to this email. Should any investigative body or other agency require additional information from us with regard to this user, please refer them to our Law Enforcement Portal: www.airbnb.com/lert.

Please submit the requested documentation by __INSERT_DAY_AND_DATE_FIVE_DAYS_FROM_TODAY__. If you need more time to gather it, please communicate how much time you think you might need.

Should you have any questions or concerns, just reply to this message.

Best,