Damage to my property not being covered

[Jen-And-John0]

Hi,

We had a guest stay with us for 28 days. During that time they put bacon grease down our sink and flushable wipes down our toilet. We are on a septic system, which is only used by that house, and they broke it. 
Airbnb has just messaged us back that they are not covering the damage. That the Airbnb guest did not do it. We only have Airbnb guest in this house.
We have a timeline, photos and many calls on record to Airbnb. 
Can someone please tell me what you have done to help with this in the past. The damage is just over $5000.00.

[Kitty-and-Creek0]

@Jen-And-John0 

Sending sympathy - we are also on a septic system and urban guests do not understand how they work, at all. This is a claim for your business insurance policy. They are already acquainted with your property and your business, and should be able to step in to repair the system. In the meantime, definitely get our excellent plumber out, and remove wipes from the bathroom. There is no such thing as a flushable wipe! They damage our septic systems and also clog up pipes at municipal water and sewage treatment systems. Definitely post educational signs in kitchen and bathroom. 

Best of luck educating future guests, that is all any of us can do. 

[Jen-And-John0]

Hi Kitty,

Thanks for your message!

we have signs everywhere and I send them a note when they arrive and have it in my book:)

why doesn’t Airbnb help with this?

[Joan2709]

@Jen-And-John0 

Is it possible there is a language barrier with this guest? Is that why they didn't comply with your signs and note in House Manual?

You may need to add something to your addl House Rules regarding damage to the septic system for disregarding instructions about TP only will be charged to the guest. Not sure even then it will be covered. Difficult to prove this current guest caused the issue or it's a cumulative issue from multiple guests. 

[Luna221]

Hello Jen and John,

We had a similar issue recently. A guest who stayed with us for over two weeks also damaged our sewer pipe and suction pump. The first time was on the third day of her stay and we asked the plumber here to clean up everything in the pipe and pump. The second time was on the tenth day and this finally caused a flood on the entire basement floor. We found a large amount of tampons and wipes inside. This damage cost us over $10,000 (we had a full furnished basement). However, Airbnb declined our claim request. They said this situation is not under the Aircover policy. I am also seeking if anyone has the experience to solve this issue? 

[Helen3]

I am not sure what's covered under Airbnb's host cover. Have you looked at the T&C to see what's covered I'm not sure why it wouldn't be covered.

For such a sizeable amount though, I would be more inclined to claim under your own home insurance for short term let's @Luna221 

[Marie8425]

@Jen-And-John0 

I think the problem is that most insurers do not cove Septic Tanks unless you pay extra for a rider to cover because it is not considered a standard feature of the majorly of homes.  I would consider that because damages are always a risk n this business, you get your own insurer with rider.