@Aleka16
Ok...first thing so sorry this happened.
Next...is everyone safe and is the property secure? (gas off, electric off, water turned off, etc.)
Hopefully you have insurance that is a specific short term rental policy. Contact your insurer and report the fire. Take video and photos of all the damage interior and exterior and start the claims process. If you didn't have a short term rental policy and only standard homeowner's insurance, the insurer will likely deny the claim and cancel your policy as homeowner's insurance does not cover operating an a commercial activity (Airbnb) on the premises. You'll end up having to work with Airbnb to cover the cost of rebuilding and the cancelled reservations.
Then download a copy of ALL your reservations BEFORE contacting Airbnb. Use the print to PDF option so you have a record of all the reservations that will need to be cancelled and proof of the dollar amounts. I would put the guest phone number in the notes section of the reservation before you print it. If those are indeed real phone numbers and not the alternate phone numbers you will have a way to contact guests as well. Otherwise, when Airbnb cancels the reservations, the information is removed and you won't have access.
Then immediately contact Airbnb. Be sure to document ALL your conversations with Airbnb either by using the Chat feature or screen shots. Advise a fire was started by the guest. Provide copies of the fire marshall report, photos and video of the damage and anything else you can think of. Airbnb will need to cancel any upcoming reservations and be sure IT IS NO PENALTY to you as this is covered under Extenuating Circumstances. You will have to file a claim for damages...it's gonna be a huge pain. Hopefully you have receipts for everything inside (furniture, linens, artwork, appliances, etc.). I believe you will only have 30days to complete the claim and be sure you get the form they require or they will not accept the claim. Many Hosts report they never received the claim form from Airbnb and were not informed it was required.
Let us know how it goes...
