Broken bed

[Yandis1]

 

we had a group of 5 guys over the weekend, they behaved very well and even left the apartment super clean, the problem is that they broke the bed frame and didn't even let us know, we even found out that they had tried to fix it because they left some screwdrivers on the sheet, it was very stressful for us because we had a check in the same day and we had to look for a new frame asap, and when we txt to the guest telling him what had happened he said that he had not broken it and sent us photos taken of the room before leaving, this makes me more upset because we know it was them since we always check the beds before the next guest arrive and they could not even notify us, my question is should I mention this in the review and how could I do it professional way without taking it personally

[Kate867]

@Yandis1   This is always a difficult one, You know they broke it and they know they broke it otherwise why would they take a photo before leaving?  … aside from the obvious attempts at repair.  However, proving this to Airbnb to get a payout will be nearly impossible as they also have photographic evidence and it will most likely turn into a ‘he said, she said’ situation.  Also, bear in mind that the frame may have had a defect.  I had this with a footstool when a leg snapped… close inspection showed a major ‘knot’ in the wood and the furniture company admitted fault and supplied a replacement.  Beyond a doubt, the broken frame would have been an ‘accident’ and not a ‘deliberate’.

As you have raised the issue with them, they now have the ‘heads up’ that a somewhat less than stellar review from you may be heading their way so I would probably try to claim for the damage anyway.

I think you should leave a short, professional, honest and factual review and rate stars accordingly with perhaps one less for communication.  Perhaps mention that unfortunately an item was accidentally broken and not communicated to you when it happened.

[Justyna45]

Hi @Kate867 

I agree with what you said but just wanted to point out one thing. Just the fact that they took photos before leaving should not be a proof that they broke it and knew about it. I have never taken photos before leaving, but the most recent host has accused me of damaging a marble countertop. So taking photos before leaving seems to me at least party reasonable, particularly if maybe they previously had a situation when a host accused them of damage.

[Kate867]

@Justyna45  Yes, I understand that, photos prove nothing.  However they also left screws there which does add to the suspicion greatly, particularly as the previous guests did not complain about a broken bed which is fairly essential to a comfortable night.  I did actually see your post about the broken marble countertop and this is something that could have happened some time ago and either not noticed or noticed and disregarded as not causing a problem for the guest or host.

[Justyna45]

@Kate867 If I sounded like I was disputing that they broke the bed, I didn't mean to. I was only referring to taking photos being suspicious. Yes, they very likely broke the bed and should have told the host.

Maybe this is an example of people being unnecessarily worried about possible costs? I don't think Airbnb would make them pay for the bed even if it was proven that they did it. Beds do sometimes break. In my case though, marble countertops don't break if you use them as intended, so if I broke it I would be liable for damages.

[Yandis1]

@Justyna45 Thank you for your answers, my intention is not to make him pay for the bed, since I understand those accidents happen, but it bothers me a lot that he have not notified me and also say that it was not him, I just wanted to know if I should write it in your review and which is the best way to do it