Damage from Ida in NYC

Robin985
Level 1
New York, NY

Damage from Ida in NYC

Guests arrived at our place in NYC last night at about the same time as Ida.  The skies opened and the apartment's ceiling began to leak - a lot.  I located the source and cleaned everything up, leaving the guests when the dripping had finally stopped.  A few minutes later, I received a message from the AirBnB Help Center berating me for not providing a safe environment for my guests, telling me that basically I had ruined their vacation, and reminding me - a pretty stellar host for over 8 years - of the standards that I am supposed to uphold.    As anyone who has been watching the news knows, these were extraordinary circumstances from Louisiana to New England.  Nasty messages from so-called "Ambassadors" don't help.  Perhaps the script could be updated to respond to hosts who are already struggling to deal with natural disasters?  

9 Replies 9
Mike-And-Helen0
Level 10
England, United Kingdom

@Robin985 ask air to cancel the stay. The guests can't have it all ways.

Branka-and-Silvia0
Level 10
Zagreb, Croatia

@Robin985  Your guest contacted Airbnb with a complaint and probably with a refund claim and messages from Airbnb are automatic so just ignore them. Call Airbnb to cancel the guest without penalties for you bc your apartment is damaged and you have to repair it. Guests have to go out bc they will ask for a refund anyway and you don't want them to stay for free.

That is something that is always in the back of my mind. We are right on the Atlantic Ocean and at some point we will be hosting when a storm hits. It is something completely out of your control and if you have done the best you can to keep your guests safe that's all you can do. My only thought is that when there is a storm approaching and your area is in the cone of possibility send a message to your upcoming guests explaining the possibilities and giving them the opportunity to cancel. 

Mark116
Level 10
Jersey City, NJ

@Robin985 I'm sorry that happened.  Some people are really selfish, like these guests, who from what you say, never even contacted you directly, but went straight to Airbnb with their complaints.

 

Our basement flooded on Wednesday evening, and we have guests arriving today, we almost cancelled, but since no damage, although we still have fans going in the basement, we went ahead w/the stay.  Also, because we didn't really have 2 or 5 hours to spend talking to Airbnb reps to get a penalty free cancellation.

 

You might have thought, given the scope of damage in the NY area, that your guests would feel sympathy that any part of your unit was damaged, instead of working to harm your business because of a small inconvenience.

 

There is a water boil order in effect which we told the guests in advance.

Michelle53
Level 10
Chicago, IL

@Robin985   Last year August, we had an EF-1 tornado pass through our neighborhood, during a monster storm.   Many houses suffered damage from flying debris or falling trees and branches. We lost many huge old trees, one of which fell right outside my house, on the parkway, partially blocking the road.   

 

Thankfully, my house suffered no damage, but the power went out due to two downed transformers. That was Monday afternoon at 4.30pm. I had guests coming in on Saturday.  We had no idea when the power was likely to be restored.  The electric company thought possibly by the weekend, but were non-committal.

 

I started communicating with the guests to see if they wanted to cancel, or wait and see.  I messaged them every day with updates.  We got the roads and sidewalks mostly cleared by Wednesday, thanks to the efforts of neighbors with chainsaws, but there was tree debris everywhere for weeks, until the city could catch up with clearing.

 

We finally got power restored by Thursday late afternoon, after crews from all over the region worked pretty much 24 hours a day.  The guests stayed, had a great stay, were understanding of the situation, and very appreciative of the daily updates. 

 

It could have all gone very differently with a different group of guests.

 

 

Linda108
Level 10
La Quinta, CA

It must be in the human DNA to travel NO MATTER WHAT!  I am amazed that people leave a comfortable safe place to go into a potentially uncomfortable dangerous place, but we all make it work, right?  I think when a host takes the time and effort to keep a future guest updated about their area and their listing, that usually prompts appreciation and cooperation from the guests.  I live in a desert and people outside of this area often only see sunshine and not life threatening heat.  I have worked with many guests to be respectful of what can be done outside in the middle of the summer. 

Elizabeth2291
Level 9
Georgia, United States

Definitely! Thank you, @Linda108! You said exactly what most sensiblsensible and urbane AirBnb hosts are thinking at SUCH a time! Invaluable post if ever I've read during my visits here for insight into "real-life/RL" hosting experiences with safety, common sense & consideration and fairness (for all involved) being foremost on our minds. Attagirl!!

Elizabeth2291
Level 9
Georgia, United States

@Robin985 - I am very new to hosting here but your post did "tug at my heart". You did NOT ruin your guests' vacation...T.S. Ida DID! From what I have read in our AirBnb Community Center posts (thus far) re: Ida - and more. Our fellow hosts ARE concerned [re: their guests, other hosts, people altogether + not just those involved in Onslaught + Aftermath of Ida]. It appears to me that AirBnb hosts do their best (+ more) in providing comfort + maintaining safety of their guests - (My gosh! many times, at the Hosts' own expense). You can NOT be expected to control the outcome of bad weather, Robin (let alone unforeseen damage caused by a tropical storm of such magnitude, catastrophic fallout, a pandemic, good grief!). It shocked me that AirBnb Help Center + Ambassadors could berate + blame you for Ida damage to your residence. Yikes! The NHC clearly posted watches and warnings for travelers & residents of affected areas (of both probable & impending severity along w/constant updates to Ida's future  progress on its' website, so did Accuweather - including static images of Ida's likely damage path (cone of probable damage) & its' likelihood of producing flooding + tornadoes. Info re: Ida's progress from the time it formed as a tropical depression August 26 til it reached New England after Sept 1st was readily available globally. Accuweather posts hurricane+tropical storm static/IA images on its' site w/respect to your area if the probable path is in the vicinity of your zip code/county. Atlantic Hurricane season isn't over yet (ends circa November 2021). Protect yourself/family by staying tuned-in to weather May - Nov. (especially being a host). Guest travelers should likewise do the same - negligence on the part of AirBnB traveler/guests shouldn't be dumped on the AirBnb hosts. We are NOT "doormats" though we often do "greet and welcome" guest. National & local weather is also broadcast over most AM/FM radio stations (battery powered weatherband radios are a great IDEA for folks/hosts who live in hurricane-tornado-noreaster or blizzard prone areas) and most autos still have AM/FM radio stations if one has no WiFi or Internet capability. Comes to bad weather. Be prepared. Heed watches and warnings. Evac is the safest solution (if time allows). Safety matters=saves lives. Cheer up, AirBnB Hosts. I look forward to Thanksgiving 2021 + goodwill towards all fellow AirBnB'ers . Just in case, this year my Season's Greetings will be "Greetings Dear Guest! 2021 has been a bit rough North & South.  NOTE: Your Host Is Not A Doormat. Thank you kindly"..I bid you "Welcome"

Pedram11
Level 2
İstanbul, Turkey

AAAA come on, after 8 years you know better than everyone there is always a guest who you can't make happy. and when they text to Airbnb, they don't check how many years of experience you have, they just send you their automated message about this condition first, I had the same problem in Istanbul, i took video and pictures after fixing the place and guests did the same thing like what happened to you and left the place and asked for refounding after i spent all their money and plus my money to fix the problem, so i just sent the videos to Airbnb and explained it was an accident and i fixed it as fast as possible, and they said I'm right and thank you..

More tools to help you meet your goals

Resource Center

Explore guides for hospitality, managing your listing, and growing your business.