Airbnb refused to cover a damage

[Zhaoshu0]

There’s a guest who brought her son, and that’s a 2ft tall man. When they left I found the door is pulled off. The nails are 2 inches long! I never seen a door being pulled off like that. So I asked handy man, they’re asking $300 materials and $400 label to replace the door. Airbnb refused to cover that. They keep asking more pictures and handy man’s report. Report for a door excuse me?
What should I do?  

[Kitty-and-Creek0]

@Zhaoshu0 

What would I do? I'd continue working with Airbnb on this, and go about getting it fixed right away, while the negotiation is happening. Keep all receipts, paperwork and take photos of the process with your repair person. If Airbnb's insurance will not cover this particular damage, definitely file a claim with your business insurance. Your agency will report to the underwriter who will send out a claims adjuster. That is why we value having business insurance policies. If you don't yet have business insurance, this may end up being "cost of doing business" for you. 

[Zhaoshu0]

Hi @Kitty-and-Creek0 nice to hear from you. I’m the home owner I only have the rental property insurance and the cover is only over $7000, they won’t cover small issues. What’s the business insurance you’re mentioning? Should I make a company to do that? 

[Helen3]

You need home insurance for short term lets @Zhaoshu0 

In terms of Airbnb to be considered for a claim you need to follow the process for claiming under the guarantee

1. Contact guest with photo evidence of the damage

2. Get a quote on headed paper from your handyperson for parts and labour

3. Share with the guest. If they refuse to pay or answer then you invoke the Airbnb guarantee

Do you really need to replace the door - can't you just replace the hinge

Why did Airbnb say they have turned down your claim? @Zhaoshu0 

[Zhaoshu0]

The frame is damaged, I tried to temporarily fixed the hinge for now but the nail holes is already got smashed. Idont have money to replace the door yet. Currently I’m having $9k in debt for setting up Airbnb. I did everything you said but Airbnb back to me asking for  a report from handyman. That’s ridiculous because either handyman don’t speak english, or the good ones won’t have time to write a report for a door. I’m super disappointed with the aircover they said.

[Helen3]

They don't need a report they need your handy person to provide an estimate on headed paper outlining what work needs carrying out and costs. It doesn't need to be in English but the language of your country. But as you are based in the US I find your comments regarding your tradespeople not speaking English as confusing.

Any decent tradesperson should be able to provide you with this.  @Zhaoshu0 

It's never a good idea when you are running an STR business not to have an amount set aside for maintenance and repairs. 

You can't blame air cover for not considering your claim if you haven't provided them  with a proper estimate for the work involved. 

[Kitty-and-Creek0]

@Zhaoshu0 

Business insurance for this venture should be available from the agent who sold you the homeowners insurance policy. If they don't have a variety of underwriters with different specialties, they can usually find you one or attach a rider to your homeowner's. I'd suggest contacting your insurance agent, so that whatever happens next is covered. 

@Helen3  has excellent advice! 

[Fred13]

The first thing I would do is get a different handy man. $700  for a new set of hinges (whose holes differ from the original so not using the same small holes) and it would take but a few minutes. He reminds me of ex-dentist.

[Gwen386]

@Zhaoshu0 I can’t imagine a 2ft child pulling hinges away from the doorframe unless it was already loose/damaged in the first place. And this is just my opinion, but the hinges and doorframe both look as if it has been painted over a few times.  I say count your blessings that the child didn’t get hurt and the parents suing you if that scenario had occurred. 

Also, I agree with @Fred13.  You need another handyman if that’s his charge! I had an entire door installed in my rental for $300, which included material and labor. And any handyman should be able to give you an invoice/proposal on letterhead if he’s in business. If cannot, is there’s a Lowes or Home Depot in your area? If not, try Angies List. I suggest calling around and getting more estimates. 

[Fred13]

Good deduction. The design of the hinge is self is quite old, besides appears to be upside down, and it is probably the sheer multiple layers of paint that has kept in in place and defy gravity and not let the pin from falling down over time.

Leave it to us members of the 'The Airbnb Forum Detective Agency' to solve the mystery of the old door hinge. 😎