Damage to furniture during guest reservation

[Megan913]

I’ve only been hosting for about 4 months now and have a booking that is supposed to last for 3 days for 4 guests. Guests have their own space in the main floor of our home and we stay downstairs. Everything seemed to be going well until we heard a series of very loud bangs from above us about 3 hours into the reservation followed by laughter. I got a text about a minute later from the guest who booked with us saying she sat on the bed and the frame broke under her. I was confused by this because the bed was in very good shape (I also personally inspect all the rooms before and after all bookings to make sure there aren’t any damages unaccounted for) and I couldn’t understand how just sitting on it would have caused it to break. 

I asked her to send me pictures of it, took some pictures of it myself, and put a temporary replacement upstairs since the frame is now no good. I contacted support for guidance and was told to get pricing on the frame, post the pictures through the platform (she started the conversation and sent pictures through text message), and request the guest for reimbursement. My concern is that doing this will prompt negative behaviour or a bad review since they still have 2 days left in their booking. 

Does anyone have any experience with this? What would you recommend?

[Emilie]

Hi @Megan913, 

Ouch, sorry to hear about this! Did you manage to make any progress resolving this since your post? Do you need any more help with this? 

Thanks, 

Emilie

[Megan913]

Hey Emilie,

I decided not to request reimbursement for the bed frame. CS wanted me to also have a receipt for the bed (there’s no way I would have been able to find it since the bed was purchased a few years ago) and it would have been my word vs the guest’s.

Maybe it wasn’t the right decision, but I ended up biting the bullet and just calling it a business expense. The replacement frame came in this week, so at least that’s sorted.