A 10 people booking turned out more than 50 people party, and they trashed my property. But I can't claim extra cleaning fee.

[Jennie98]

I recently had a worst booking ever in my Rental history. A 10 people booking turned out more than 50 people party, and they trashed my property. When my cleaning lady went to clean the property, she was shocked by the scene in front of her. We have 1 Acre outdoor land in front of lake, it's beer bottles everywhere, food pieces, vaper package, anything you can think of. Inside house there was furniture damage, puke in the bathroom, sticky stick floor, bed liner everywhere on the floor. Since we have back to back booking, the next guest will be allowed to check in in four hours. I immediately called back up cleaning service, plus my partner and myself. We spend four hours finally cleaned up the property for our next guest. 

I know the claim should be in before the next guest comes in, once I got on my computer, I started to log all the information I need for the claim. (Actually, my partner started the conversation with the guest right after we found out the problem). I finished the claim submission at 3:35pm. 

By procedure, we need discuss the guest to get a solution, unfortunately, she refused to pay. Then the second step is to get airbnb involved. 

The next step made the whole thing more ridiculous. Airbnb denied and closed the case for the reason of: Claim is filed after the next check in time. Our normal check in time is 3:00pm, our submission of claim is 3:35pm. Of course I won't accept this. After 2 weeks of texting, email, chatting online, phone calls. I finally got someone agree to reopen the case as long as I have proof the next guest checkin was after my submission. Fortunately, I kept all the record of guest check in time. We finally got airbnb agreed to pay for the damage, but, as of now they still refused to pay the extra cleaning fee. 

I want to mention I also have list with VRBO. Their deposit procedure is host to control the deposit, not Platform. If the damage is within the deposit level, you can decide how much to refund to the guest. If it's over, you can get VRBO involved. But Airbnb, no. Your cleaning fee will not cover cleaning (at least my case). 

My understanding is the deposit not only for the damage but also for the extra cleaning. Unfortunately, airbnb is only responsible the damage. As of now, I am still trying to have airbnb to cooperate to get us paid. 

I don't usually talk in the community. But, I really learned a lot from this booking. I hope my tips to the other hosts will be helpful in case you might have the same experience in the future. 

1. Please DO claim your damage. Don't be hesitate. It's not complicated if you did the right time, and follow the procedure.

2. Please DO file before 14 days ends or the next booking check in. AIrbnb can simply deny your case because you don't follow the rule. They don't care about how much mass the guest made. 

3. Please Do take pictures. By the time you saw the mass, you might be in the shock and started cleaning. Please remember to take photos. 

4. Please DO leave review so there wont' be the next victim. 

I am still trying to find a way how to get reimbursed on the extra cleaning fee. Our property is good for events, not everyone tells me there will be a big party. I can't charge every book it's not good for my business. If you have any solution. Please share. Thanks. 

[Helen3]

I am so sorry to hear about the damage. @Jennie98 

Gob smacking that people would want to party at that scale with the Covid virus.

All you need to do though to kick off the process, is just log into the guest booking on your phone and contact them regarding the damage.

Hopefully you will have been able to make a claim on your home insurance for STRs.

And do look at CCTV I would say it's an essential for hosts like yourself who have a large home and host remotely as this is a magnet for party goers.

[Jennie98]

Thanks Helen. I am putting camera on, but, for this case, even the guest admitted the mass, I still wont get paid because of the mass. Unfortunately, insurance wont pay the cleaning either. Thanks though. 

[Branka-and-Silvia0]

Just to let you know - you can contact Airbnb as soon as you discover the damage was done. They will open the case. Then you can take photos, start cleaning, check-in your next guest, get estimates or bills for repairs etc... and then you can make a proper damage claim with all the proof you have.

[Jennie98]

Thank you for your tip Branka. I actually tried to call Airbnb, first it took me more than 15 minute to find their number. Airbnb hide their number very well, I finally had to ask my friend to find the number from desktop. And, then I was on hold for 45 minutes, then I hung up. I learned the lesson the hard way. I would just run home to claim first then go back to clean. Thanks. 

[Colleen253]

@Jennie98  No need to physically speak to someone at Airbnb right away (it's pretty much impossible anyway, especially these days). Immediately take photo's of all damage, then go into the applicable reservation and message the guest, asking them if they plan on reimbursing you for the cleaning and damage. Attach a few of the photos if you want. Then, from the same  reservation page, click 'help' and go through the channels to log the complaint via the chat function. Attach photos if you want, or you can present them later as they'll be time and date stamped. Even if you don't get connected to someone right away (or at all as happens in many cases), your issue is immediately logged and you have a record of it. Then get on with clean up and sort the rest out later, i.e. estimates and receipts etc. Also, if you used any cleaning service help that can provide you with a receipt, you can definitely submit that with the rest of the claim.

I am so sorry this happened to you. Glad you're getting cameras so now you can nip this kind of thing in the bud right away, if it ever happens again. Best of luck getting it sorted.

[Jennie98]

That is very helpful. I will make sure I do that next time. 

Airbnb finally reimburse the damage, but they refused to pay the extra cleaning fee, even though I sent the receipt. 

[Katrina79]

@Colleen253 @Not true I had a guest that admitted the damage and I took pictures immediately and sent them to the guest to confirm the damage. I was still denied the claim. 

[Katrina79]

@Branka-and-Silvia0 @Not true, they may lead you to believe that’s the case when you call and say what happened. However I’ve been burned on this before. I had CS day it was all good and they wrote notes in my “file”. I called back a second time to get help uploading pictures and another CS was able to read the notes. When I got a response from a case manager regarding the claim he simply denied me and said there were no “notes” or evidence I called in prior. My damage claim was denied and the case closed. 

[Jennie98]

Actually, we had the same thing, the case manager started as a simple answer: Your case was filed after the next check in, I hereby closed the case. I didn't give up, I called again to request different case manager, 6 times. Finally, one guy agreed to reconsider, and finally they started talking again. 

That's what I felt about deposit, it's not in my hand, it's in airbnb's hand. If you got a nicer CS, they will help you on your damage. 

Now, I am thinking instead using airbnb's deposit, I will charge refundable deposit myself from request money before the event. I hope that will stop some of the headache. 

[Colleen253]

@Katrina79  @Jennie98  Oh of course, we all know Airbnb is as flighty as a bumblebee. There is still a process you can follow. As to how it turns out at the end of the day is always a total toss up. The only sure fire way around it is to not list on Airbnb.

[Yadira22]

@Jennie98 Respond that the photos were date and time stamped before the following check in date/time and should be proof enough. Also send a screenshot to proof this. 

If not, try another CS rep! Sending messages (another ticket) is usually most, little left to be misinterpreted on. Hopefully it helps? Good luck 

[Sarah977]

@Katrina79  I've never had guests do damage, but that's pretty hard to do in my private room home-share. But any other issues I've had with CS, I always prefer to message than call, for exactly the reasons you mention. I want a message stream I can screenshot so they can't claim no such conversation ever took place.

[Branka-and-Silvia0]

@Katrina79  I did that once and it worked, but I've messaged Airbnb on twitter (I think), I didn't call them. It was about the damage, not about cleaning. Cleaning reimbursement is never easy to get.