Hello Ms. Powell,
You seem like a very nice person and I for one am very excited to see and hear this video as it gives me hope for Airbnb-Host relations. I too worked for the Disney as an Architect/Designer for many years at Disney Imagineering in California. So my Mickey ears off to you for your success.
I have been hosting for 11 years and have a good size portfolio of properties that I own and manage as full time vacation rental homes. One of my biggest challenges I have experience hosting on Airbnb has been my many experiences with guest whom don't respect our properties and cause damages. Other platforms such as VRBO / Homeaway allow us to have control over our business as the culture there started out as the platform with VACATION RENTALS BY OWNERS. This platforms has always allowed us to control our set security deposits. Yes there has been some changes however, we still remain in control over this aspect of the rental process.
On VRBO when a damage is caused by traveler, we have, first the right to file a claim if guest purchased additional insurance offered by them. If incident is not an insurable claim or claim is denied due to an uncovered clause, we then have a deposit to fall back on. VRBO does not get involved in this process unless it's a complain about an illegal practice or wrongful action by owner. For the most part all travelers admit to the wrong doing or damage and pay either from deposit or claim on insurance.
On the other hand, here on Airbnb the culture is polar opposite. When we suffer damages from an Airbnb Guest (which is often more so the case under Airbnb travelers than any other platform) we must file a claim within 14 days. It is understood that the deposit we are permitted to list in our booking page and supposed to be collected by Airbnb, should protect us up to that amount by guest. In the event that damages exceed the deposit amount, then Airbnb Host Guarantee kicks in to save the day..... Well that has not been the case in any of my claims. What actually has been occurring is we file a claim and request the payment for damages on the Airbnb Resolutions section of the site. The guest then has the option to accept or deny the claim. Of course for the most part all are going to be denied by guest regardless if they accept fault or not. They just feel like they don't have to accept it… Why would they be willing accept and pay any amount if they are given the option not to. So then the struggle begins. They deny it and in the process of this ordeal they have time to come up with reasons or excuses as to why they either did not do it, it was existing or whatever reason they feel is appropriate to back up their decision. We are then left at the mercy of the so called Claim Specialist. These claims specialist hide behind their computers and never make a phone call and seldom ever do they reach out to us for further evidence before making a decision. Rather they make decisions in a vacuum based on the claim received and the response from the guest. The decisions are all over the place as I guess it all depends on who reviews it. For the most part they make a decision is most commonly the result against paying any part of the claim and they deem it reviewed, resolved and final. Then that is it. We have no recourse or resources with Airbnb, because the buck stops there. So we either take the loss, or take the guest to small claims. Small claims are often never the truly worth it unless it is in the thousands. So we basically almost always just take a loss.
It seems to me that it is very clear that Airbnb has taken the stance for many years that it is in their best interest to protect the guest/travelers and not the host. That seems to me to be the most important piece of this partnership, the guest and not the host. You specifically called out on your video that one of the highest of importance to Airbnb is the relationship between Host and Airbnb. However I am not convinced that truly exist today.
So I ask the following. When are we going to be treated fairly and give us back our freedom and lawful rights to protect ourselves from horrible guest that do not respect our properties? Allowing us the opportunity to control the security deposits would make a world of a difference to our bottom line as we would no longer be spending our profits on repairs or replacement on damaged goods, rather we would invest on property improvements and alike.
Currently I feel that Airbnb is promoting a culture of irresponsible travelers due to the lack of responsibility they are held to. If they have nothing to lose like a security deposits, then they simply take a different attitude and treat our properties like a cheap hotel where you can throw a huge party and go wild. On the other hand, if they have a sizeable deposit they fear to loose, well then the attitude changes and they respect the properties, are kinder and almost always follow all the rules. Why? Well it's obvious they want the deposit returned.
I hope that my experience is helpful in even a small meaningful way. Maybe it's too late for all my loses in the past 10+ years with Airbnb with damages experience, but If I can help someone down the line, especially a beginner host, well than this time of sharing has been well worth it.
I truly hope you read this and take it all in.... I have so much more to share with the many different aspects of this business but only have time for this one.
Best wishes in your new job,
Julio Preciado
Dream Home Vacation Rentals
