AirBNB damage claim extra guests

Bene330
Level 2
Bradford, United Kingdom

AirBNB damage claim extra guests

Hi

I opened a case. Guests did the following:
1) Late checkout with notification
2) Said it was a work booking and it was not (condoms in the rooms)
3) Booked for 5 guests and 9 beds were used (excuse given was beds were not confortable and they tried other beds) - but I was was not informed earlier and no other guests have ever complained
4) Broken window lock
5) Broken door lock

Today airbnb closed case without my agreement.So now I have to start again.


Calls to AirBNB support:

11th April - 7 min

22nd April - 9 min call disconnected
22nd April - 24 min they explained how to lodge a claim. Problem is the link they gave does not work
23rd April - 16 min
23rd April - 43 min Plus more because they called me back
29th April  - case closed by airbn so I called again 16 min. Now they have opened the case and it's started again.

It's a deliberate policy of wearing you down and doing NOTHING

16 Replies 16
Sarah977
Level 10
Sayulita, Mexico

@Bene330  Yes, dealing with CS is an exercise in frustration.

 

Be aware that guests breaking your house rules is not covered under damage claims. The only things you listed above that you can claim for are the broken window and door locks. So do yourself a favor and don't complicate the claim with things Airbnb will not consider to be damage. Lying about the number of guests, sleeping in all the beds, etc are not claimable. Hosts are on their own as far as enforcing house rules and correct guest counts.

 

Keep it simple and they may cover the new door and window locks.

Bene330
Level 2
Bradford, United Kingdom

Thanks Sarah.
So can I take my own security deposit to cover my house rules?

@Bene330 Nope. If a guest reports to Airbnb that the host charged them cash, they will delist you. But you can have extra fees for guests over and above a base number, extra fees for whatever. That doesn't mean you will have success in charging the guest after the fact, though.

 

What I meant about hosts being on their own about enforcing house rules is to pay attention to what is going on in your listing. If you see people going in and out that exceed your guest count, you immediately ask them to pay for the extra guests, or the extra guests have to leave, or you evict all of them. 

Bene330
Level 2
Bradford, United Kingdom

Thanks. So how can I enforce my house rules?

Bene330
Level 2
Bradford, United Kingdom
Bene330
Level 2
Bradford, United Kingdom

Please check the part related to 'security deposit'

@Bene330  Yes, but I think those fees only pertain to hotels and software connected hosts, as it says in the first section of that article. If you are that, then yes, you could charge it. The big boys have different rules than regular hosts. 

@Bene330  I never understand the security deposit in Airbnb. Guests can simply denied the claim and off the hook, and you have to work with ABB to get money through the Host Guarantee program. Sometimes it is easy and sometimes it is hard depending on the CS. Never ever once ABB had the guest paid for damage from the security deposit. 

@Frank1346  All there is to understand about the "security deposit" is that it is 100% fictional.

Bene330
Level 2
Bradford, United Kingdom

Is this because Airbnb assumes host is living at same property and therefore can see damage / disturbance and ask the guests to leave?

I have 2 x 6 bed houses and 18 studio flats with short term lettings licence.
I do not live there.
Do you think I am like a hotel?

@Bene330 I don't know what their criteria is for a hotel, you'd have to research that, but I'd hazard a guess your listings wouldn't qualify. Worth finding out about, though.

 

No, it isn't assumed you share the house with guests. It is assumed you have outdoor cameras to monitor who is going in and out, noise detectors, neighbors who would let you know if things seemed suspicious or were disturbing them. 

 

Really, Airbnb isn't assuming anything, though. They just have policies that favor guests over hosts and they don't really care if your place gets trashed or they invite more people in, or if you get fairly reimbursed. 

Bene330
Level 2
Bradford, United Kingdom

Thank you.
Much appreciated.

Frank1346
Level 2
Dallas, TX

@Bene330 I recently have a claim of both damage and extra guests together. The CS worked on the damaged claim for 2 weeks, but not the extra guests claim and closed case. He said extra guests is handled by a different department. FYI, you may want to open separate case for damage and extra guests so not to waste your time waiting them tell they cannot work on the other claim.

Bene330
Level 2
Bradford, United Kingdom

Thanks Frank
what evidence did you give for extra guests? Has Airbnb paid you for extra guests?

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