Issue with resolution center claim

[Victor3259]

Hello everyone, I recently had a guest that damaged a sectional couch that we purchased 8 months ago. The couch had scratches all over. When I opened a resolution center case, the representative said that I could not be refunded for the damage because it falls under wear and tear. We provided the purchase receipt as well as an incident report but regardless, the resolution center representative had a very odd attitude and since the beginning started making assumptions that the guest didn’t cause the damage. We asked to speak to supervisors many times and the “ supervisors” would send 1 email and not respond again. The same representative was the only point of contact even though we had asked to have another agent take over the claim. Many times. This is the first time this happens to us in 4 years hosting. 

any advice ? 

[C197]

@Victor3259 so sorry to hear this , not sure what to suggest but just wanted to sympathise. What caused the damage - did they have an animal?

Cyn 

[Victor3259]

I’m thinking that probably they had a dog with them. But the couch was full of food and candy stains. So I’m not sure because they also had a toddler. 

[Joan2709]

@Victor3259 

I always suggest Hosts don't rely on Aircover...it is not insurance and even Airbnb says that. They continue to make it very difficult to be paid for a claim and even when they do it is depreciated value, not replacement value. This is all spelled out in the very looooong list of conditions, limitations and exclusions on Aircover.

These days, I suggest all Hosts take time-stamped photos/video of the condition of the property before a guest arrives. Most Hosts do this themselves or have a cleaner do this after completing the cleaning. This serves two purposes: keeps your cleaners honest (doing a good job) and also provides proof of the condition of the property and contents in case they need to support a damage claim. You should also have an inventory list of all conents and original receipts for each item.

[Victor3259]

Hi Joan, I did add pictures with timestamp. What is shocking to me is that the couch is almost brand new and it’s already damaged by these guests, and air cover should apply to this situation. I will probably have to go directly to arbitration directly with Airbnb in California. If all the evidence asked is provided, they should make valid the insurance they provide. 

[Joan2709]

@Victor3259 

Agree with you, but remember - Aircover Host Damage Protection is NOT insurance. Aircover HDP is simply a marketing tool to convince Hosts they are covered for damages, but one must read all the fine print:

Aircover Terms Conditions and Limitations

https://www.airbnb.com/help/article/3528

I agree the damage you are describing seems more than normal wear and tear.

Do you have time-stamped photos BEFORE the damage occurred and BEFORE the guest checked in? If so, I would continue to push Airbnb to pay the claim.

Remember you will need an original receipt showing the purchase of the couch and if they pay the claim, it will not be for replacement value, but for depreciated value. You also only have 30days to provide whatever documentation Airbnb asks for. If you miss the deadline, the claim will be denied outright. 

[Victor3259]

@Joan2709 Thank you for the help! Yes I continue to push the resolution center to cover this damage.