Complete incompetence by airbnb after host claims damages.

[Andrew2774]

The Townhouse we stayed in had a roof that leaked in multiple places creating a dangerously wet and slippery floor. The host kept promising to fix the problem but it never happened.  After days of inaction from the host we contacted airbnb and cancelled the listing. The host became angry and is claiming damages. The strange thing is, all the damages are caused by the leaking roof. Airbnb says I have to pay because I didn't report the leaking roof. But, the evidence about the leaking roof is there to see in the support chat when we cancelled the reservation. The closed the case and said they're charging my card for the damages. Its been 31 days of stressful back and forward with incompetent support staff. I really don't want to go to the trouble of hiring a lawyer but I refuse to pay for this ridiculous claim. 

[Kate867]

@Andrew2774   Reading between the lines here, I suspect that you did not contact your host on Airbnb Messages to ask them to resolve the issues.  Airbnb rely on this information on the platform in order to ascertain if there is a genuine reason for a cancellation and refund.  They will not accept any other form of communication such as WhatsApp or text messages as evidence.   Just mentioning the reason for wanting to cancel, when actually cancelling does not count as it does not look as though the Host has been given a chance to fix the problem.  It sounds like you got caught out this time, but the following link may be of some use for future stays.

https://www.airbnb.co.uk/help/article/248/if-something-goes-wrong-during-your-stay

[Andrew2774]

Hi @Kate867 Thanks for your response and the link. You are correct, I did not contact the host through AirBnB. 

AirBnb accepted our cancellation and gave us a refund after sending through all of the evidence.

The problem is that the damage the host is claiming is caused by the Leaking Roof. If it has been established that the roof was leaking and our refund was granted, I dont understand how I can be responsible for such damages. Furthermore, how can AirBnb state that they were not informed of the issue?

The exact response from airbnb for the rejection of my appeal is as follows: 

"The photos shared by the guest was clicked in the middle of the reservation. In case there was a water leakage in the listing, the was supposed to inform the host or Airbnb."

I'm unsure why they are stating that the photos were taken in the middle of the reservation. That was when it rained. how would I photograph a leaking roof without rain? 

The host is also claiming damages for a burned-out power socket. Apparently, guests are responsible for electrical faults. 

An old water-damaged rotting wooden chair that broke when I sat down on it. I have photos of the old rotting wood. I have to pay for that too.

How can guests have confidence that they will be protected against these kinds of problems? Apparently, hosts can claim whatever crazy things they want. It does not matter what kind of evidence you have.

I'll be sticking to hotels. 

[Kate867]

@Andrew2774   This does sound rather harsh regarding the water damage.. as you correctly say, you can only take photos when it is actually raining and coming in.  Perhaps you can print off the local weather report for the time you were staying in order to provide further evidence.  The following link will hopefully provide you some more information with regards to appealing this decision.

https://www.airbnb.co.uk/help/article/1415/getting-charged-for-damage