You will get support with Airbnb claims, damages and refund requests
Project details
I am offering a professional support service for Airbnb hosts, co-hosts, and property managers handling guest disputes, refund requests, damage claims, and escalation cases through Airbnb and other OTA platforms.
I provide structured assistance focused on professional communication, organized documentation, policy-based strategies, and Resolution Center support to help improve case clarity and resolution potential.
Clients must provide complete and accurate case info, including booking details, timelines, screenshots, message thread, photos/videos, and other supporting evidence. Timely responses and transparency are important for proper review and strategy development.
All cases are handled professionally following Airbnb/OTA policies and documentation standards. While outcomes cannot be guaranteed since final decisions are made by Airbnb or the respective platform, every case is managed with a strategic and organized approach.
For security purposes, full Airbnb login access is not required. I can also coordinate through co-host or PMS access if preferred.
By proceeding, clients agree to a 20% success fee based on the final recovered amount for successfully resolved claims.
I provide structured assistance focused on professional communication, organized documentation, policy-based strategies, and Resolution Center support to help improve case clarity and resolution potential.
Clients must provide complete and accurate case info, including booking details, timelines, screenshots, message thread, photos/videos, and other supporting evidence. Timely responses and transparency are important for proper review and strategy development.
All cases are handled professionally following Airbnb/OTA policies and documentation standards. While outcomes cannot be guaranteed since final decisions are made by Airbnb or the respective platform, every case is managed with a strategic and organized approach.
For security purposes, full Airbnb login access is not required. I can also coordinate through co-host or PMS access if preferred.
By proceeding, clients agree to a 20% success fee based on the final recovered amount for successfully resolved claims.
Industry
Real Estate, Travel & TourismLanguage
EnglishWhat's included
| Service Tiers |
Starter
$28
|
Standard
$67
|
Advanced
$96
|
|---|---|---|---|
| Delivery Time | 1 day | 1 day | 2 days |
Number of Hours of Work | 1 | 3 | 3 |
Scriptwriting | - | - | - |
Summary Report | - | - | - |
Social Media Replies | - | - | - |
Email Support | - | - | - |
Live Chat Support | - | - | - |
Optional add-ons
You can add these on the next page.
Additional Hour of Work
+$15
24 Hours Priority Support
+$20Frequently asked questions
3 reviews
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JO
Jerry O.
Oct 6, 2025
Business seeking Customer service/admin specialist
Johara did such a great job
JY
Jackson Y.
Aug 26, 2021
Virtual Event Webinar
Great to have work with Johara.
Exceed my expectation. Will work with her again if oppt arises in the near future.
Exceed my expectation. Will work with her again if oppt arises in the near future.
KB
Kay B.
Jul 18, 2021
You will get your property listed on Airbnb, Booking.com, Homeaway, Trip Advisor etc.
very responsive, patient and communicated clearly, would defintely work again with Johara
About Johara
Senior Airbnb & Short-Term Rental Operations Manager | Guest Experienc
Quezon City, Philippines - 7:09 pm local time
I have extensive experience handling Airbnb and vacation rental operations across New Zealand and Australia, managing guest communication, escalations, listing optimization, cleaner coordination, maintenance scheduling, and remote team leadership.
Currently serving as a Team Manager for Guest Experience, I oversee operations across 360+ short-term rental listings in Christchurch, New Zealand. I was promoted within six months due to strong leadership, problem-solving abilities, and operational performance.
My background combines:
✔ Short-Term Rental Operations
✔ Guest Communication & Escalation Handling
✔ Team Leadership & Workforce Management
✔ Airbnb / Booking dot com / VRBO Support
✔ Process Improvement & Workflow Optimization
✔ Remote Team Management
✔ Listing Optimization & OTA Management
✔ Customer Support & Case Resolution
I have also worked directly with Airbnb as a Level 2 Case Manager, handling complex disputes, guest-host resolutions, extenuating circumstances, refunds, and account escalations.
I am highly experienced in managing remote teams, improving internal workflows, maintaining service quality standards, and ensuring excellent guest satisfaction.
What I Can Help You With:
Airbnb / STR Guest Communication
Property Management Support
Team Management & Training
Guest Escalation Handling
OTA Listing Management
Cleaner & Maintenance Coordination
Booking & Reservation Management
SOP & Workflow Creation
Calendar & Pricing Management
Virtual Assistant Team Oversight
Customer Support Operations
Process Improvement
I am committed to helping property owners and STR businesses improve operational efficiency, guest satisfaction, and overall business performance.
Let’s work together to create seamless guest experiences and efficient property operations.
Steps for completing your project
After purchasing the project, send requirements so Johara can start the project.
Delivery time starts when Johara receives requirements from you.
Johara works on your project following the steps below.
Revisions may occur after the delivery date.
Case Assessment & Situation Review
I carefully review the case details to understand: Type of dispute or issue Timeline of events Complaints or damages Existing communication between host and guest Evidence available This helps identify the strongest approach before taking action.
Evidence & Documentation Organization
Assist and help in organizing all supporting documentation required such as but not limited to receipts, invoices, supporting policy / rules violations etc. Proper documentation increases claim credibility and strengthens the case presentation.