Damage Claim Routes: Guest or Host Guarantee?

[Christopher187]

I've just learned that when you submit a damage claim, at the very end of the claim process you have to decide if you want to submit the claim to the guest or to the Airbnb host guarantee process.  I called Airbnb and was told that submitting to the host guarantee team is "faster", but seems to rob the guest (and the host) of the chance to simply agree to pay the claim.

What I don't understand is if there is a timing issue involved.  You have to submit the claim within 14 days or before your next guest arrives.  That part makes sense.  But if I submit the claim to the guest, and this timing constraint passes, have I then surrendered the ability to escalate the claim to the host guarantee process?

Next question: obviously the guest gets a message when you submit a claim/request directly to them.  Does a guest get immediate notice of a host guarantee claim?

[Anonymous]

@Christopher187   https://www.airbnb.com/help/article/264/what-do-i-do-if-my-guest-breaks-something-in-my-place

The so-called "Host Guarantee" is a bit of a red herring here:

"Note that to be eligible for reimbursement under Airbnb’s Host Guarantee, hosts must contact the guest and Airbnb about the damages within 14 days of checkout or before the next guest checks in (whichever is earlier)."

It's not possible to bypass the process of seeking money from the guest and ask Airbnb for it directly. The so-called "host guarantee" is an insurance for Airbnb, not for you as the host.

[Christopher187]

But when you submit a damage claim, the last step is to choose if it will be sent directly to the guest or directly to the host guarantee process.  The final page has a bubble box to select either one or the other.  When I saw this I called Airbnb and they instructed me to select the host guarantee option because that would be "faster".  The rep said they would still try to collect damages from the guest.

[Elaine701]

@Christopher187 

Making a claim on the illusory "host guarantee" carries a number of risks, including it being denied while facilitating a retaliatory review from the guest, and in some cases can result in suspension of your listing... 

The most effective approach is to do everything possible to avoid guests most inclined to cause such damage in the first place. 

You can vet you guests extensively, and that reduces the chances of bookings from irresponsible guests, but doesn't guarantee it. But it helps a lot. 

In cases where a respectable guest accidentally causes damage, it's likely you'll be able to come to terms with the guest directly, avoiding the risks, associated with Airbnb involvement. 

It's always a wise to avoid airbnb intervention, whenever possible. 

[Christopher187]

Agreed.  But I'm still searching for answers to my questions.

[Elaine701]

@Christopher187 

The answer to your question is, that the process works like this:

1. You submit a claim through the resolution center. You request money from the guest. You provide all of the photo evidence, receipts or estimates of repairs from a real company who provides these services. 

2. The claim is instantly forwarded to the guest, who decides whether they'll accept or decline. In our experience, most decline. Because they can. 

3. If the guest pays, then all is (probably) well (they can still leave a retaliatory review).

If they decline, then it's up to Airbnb. Again, in our experience, Airbnb will find any excuse to decline. So, you have to have everything absolutely perfect. The evidence must be irrefutable. The charges must be consistent with the damage. And it must be irrefutable "damage" ( violating house rules such as smoking in the house requiring specialised cleaning services is not damage) Timing must be before the >day< of next guest's arrival (not before they check in) or 14 days. It helps if the guest admits it, even if they refuse to pay for it. And even that's no guarantee. 

And if you make the claim before the guest writes a review, and they don't agree and decline, then you can expect a retaliatory review, which will never be removed.

Plus, your chances of Airbnb paying it are slim anyway. And if the guest writes a fabricated retaliatory review accusing you of some violation of Airbnb rules or flat out lying, you can be suspended or even delisted. Insult + injury. Or vice-versa. 

So, it's a choice of

A) Work it out with the guest directly and amicably, and hope for an honest review. 

or

B) do it through Airbnb and suffer the risks and consequences

or

C) just forget about it and chalk it up to experience. Watch your back next time. 

[Christopher187]

So why the two different options I described at the last step of the claim submission?  What are the implications of choosing one or the other?

[Elaine701]

What? Escalating it to Airbnb? You do that in step 1, when you make the claim. Airbnb waits to see if the guest will pay. If not, it's in Airbnb hands.. And they usually decline. Unless your case is so perfect, that they can't come up with any excuses. 

Also be advised that Airbnb (outsourced) support often is not entirely aware of Airbnb policy and process. You can't always rely on what they tell you. They often don't know. 

[Christopher187]

Elaine, there is something about the claim submission process of which you are clearly not aware.  The very last step of the submission process has two buttons.  One to submit the claim to the guest or the other to submit the claim to the host guarantee process. 

I've actually been experimenting with this and it seems that for smaller claims, this last-step option does not appear at all and the claim goes directly to the guest first.  It seems that on larger claims, the two options appear.  For anyone who doesn't know what I'm talking about, try it yourself (ideally with a guest who won't mind receiving a test claim from you).

[Anonymous]

@Christopher187 The two-button screen sounds like a recent development, and also a bit of a trap. Who do you think receives the "Host Guarantee" claim? Most likely an outsourced contractor whose sole assignment is to find every reason to deny or minimize the payout. Airbnb settles claims when it's advised that it would lose them in court, and the rest go straight to the circular file. HG is not "faster" for you, it's just the more expedient route to getting your claim denied. Whichever route you choose, good luck! 

[Kelly149]

Based on what you said about how your last guest left the space, I’d click the HG button. (Abb will likely still go after guest & that guest will certainly say “what, me?? No. I left it just as I would my own home.”)

[Christopher187]

That's what I did.  However, now I'm not sure this is always the best route.  If the guest might agree to the claim, probably better to send it straight to the guest so that you don't immediately have Airbnb trying to referee.