Aircover

[Emma2318]

Hello Superhosts

In 7 years on this platform I've only made 2 Aircover claims.    Both of them were so painful, took up hours of my time and involved literally 10 people from Airbnb all passing my claim over to another person with it taking over a month to pay some of the claim (not all of it) leaving me out of pocket. 

Never has the guest paid from their security deposit and simply denied the claim.    Both were unscheduled events where the guest had a party of up to 40 people. 

Why is Aircover so painful and what tips do you have to make it less painful. 

Thanks 

Emma 

[Emiel1]

@Emma2318 

Aircover according Google translate:

"protection from aircraft for land-based or naval operations in war situations."

Anything else better to be ignored.....

[Colleen253]

@Emma2318 It’s a losing battle. Revisit your guest screening process and keep the baddies out. That’s the key. Once they’re in the door, you’re behind the 8 ball, always. 

Raise your rates just a bit, and start putting some aside from every booking into a damage fund. Draw from that when necessary, and forget the guest and Airbnb. 

[Emma2318]

Thank you so much!   

Airbnb are then conducting false and misleading practices and shouldn't advertise Aircover.   I think I'll write to the CEO and tell him that Aircover is a sham. 

[Emma2318]

And if Brian doesn't want to fix it then stop advertising and voicing out on public domains that he shows support for Superhosts.    He works for us not the other way around. 

[Emma2318]

House Collective <**>	1:46 PM (2 minutes ago)
to **

Hello Brian

I have hosted on your platform for 7 years.    It’s made you exceeding rich and listed as Forbes 100 rich list.

You said you heard Superhosts Aircover issues, you published that you had heard our challenges.

Nope.

Aircover and guest security deposits are false and misleading conduct, and if I had it in mind I would get a class action of Superhosts who are out of pocket for over 1 month on clear guest breaches and even their own guest admission in writing that they did the deed.

I had over 10 people from Airbnb dealing with my claim.   I even had one shortchange me on AUD$20 over a bin – yep they researched on line and found a cheaper alternative so paid me that amount!!!!!!!

I earn you a lot of money.     

An obscene amount of money.

Fix it or stop promoting it -  before your competitors find out and take it way from you – you reinvented coach surfing and made the platform more secure. 

If a competitor that looks after me more comes along I’ll jump ship instead of wasting my valuable time on 10 Airbnb support people who all passed the buck from one to another and I felt worked to find loopholes to reimbursing me.

Regards

Emma House

**[E-mail address removed due to safety reasons - Community Center Guidelines]

[Daniel2652]

Emma, I'm in for a class action.  I had 23,000 damage just before New Year's and to date haven't had any reasonable response from AirBnB, i.e. they will pass me to the next level.  WHAT NEXT LEVEL!  No one seems to know.

[Emma2318]

Next level - elevator up.   Is your resolved yet?   In Australia we've just had a major flooding event and they've changed the system so you deal directly with the insurer which is far quicker and you get results quicker.   Not that you get paid quicker but you get an outcome for claim matched against the insurance policy. 

Wondering if you can do same in UK ask to go direct to insurer? 

[Max-And-Stephanie0]

@Emma2318 

AirCover is a joke and much worse than the previous system. We had about $6,000 in damages this December and were very meticulous to gather photos, videos, invoices, and statements from the cleaning and repair crews. And as expected, our request was slashed, but without any kind of reasoning. There were about thirty people staying for 4 days, drunk and smoking the whole time with unsupervised young children, from diaper age to preteens, running around wildly (per the Ring doorbell). One of the most frustrating examples is that for the smoke remediation service, we used the same crew we've used twice in the past, and we had no problem getting reimbursed 100%. This time, the invoice was cut from almost $1,000 to $250, with the only explanation being "That's industry standard." Excuse me, no, it's not. Industry standard in our area is $4,000 for a whole-house service. I've called three times and nobody knows where to refer me. The resolution team member who handled our claim said I didn't need to submit a written notice of dispute (which is what the fine print says to do, by the way), and instead he said I can call and ask to talk to the "concerned department." So I did, and yep, the next person I talked to had no idea what I meant. We've moved to sending a written notice of arbitration. Atrocious service. I attached our notice of dispute in case it's helpful.

[Max-And-Stephanie0]

Let me know if the file didn't attach...I don't see it now.

[Emma2318]

In Australia, they have changed the system to only deal with Airbnb support at first then after they assess cost they move you to the Australia insurer for Airbnb.   I'm yet to tell whether this will make things better or harder or the same. 

[Owen235]

New host here, I am going through a similar situation. One of the first few guests caused thousands in damage. Still waiting on Aircover to reimburse a single penny weeks later. 

[Emma2318]

In Australia they've now changed the system.   You deal direct with the third party insurer over Airbnb support.     Owen because you are a new host they will take longer to assess - I've had this with new listings.   They want to see how much money you'll pull in before reimbursing you.   So keep booking and keep the standard up, fix things quickly, claim move on to next guest.   

[Jill-Blue0]

I have been hosting for over 5 years and am a Superhost. I have one cover request partially reimbursed after many weeks, and another from January still under review. I don't see that all my Airbnb fees have motivated them to move quickly on my cases. 😞

[Pyry0]

I'm having the same problem. The guest caused us damages of 4000 euros, everything is documented and we have all the receipts of repairing the damages. So far we have had 4 different discussion threads regarding this case. And in every thread AirBnb Support has answered: "Thanks for taking the time to reach out. I'm going to forward your case to a member of our team who's in a better position to resolve this for you. We can appreciate that this may have caused some inconvenience to you, so we're grateful for your patience."

And then we wait and get no response and finally in the discussion thread we can read that it's closed. AirBnb is clearly acting against its own AirCover terms.