Hi everyone, I just had a really negative experience with Airbnb and I’m wondering if anyone has had similar or can tell me where I went wrong. I had a guest lock themselves out of my house at 2am. She ended up breaking an antique wooden door, to regain entry. I found out the morning she checked out and I had someone checking in that afternoon. During the 3 hour cleaning window I got photos. I started looking for someone who was available to do the work. We coordinated our schedules, I could only have him come on a day when someone was checking out/in. He came days later. And then told me he would be back to sand and paint. Once again, we figured out when he had an availability on a day when I could get him in. And it was a week later. Later that day, once I knew the cost of the work (including materials) I submitted a claim. The renter refused to pay, which I knew would be the case. But didn’t deny that she damaged the door. So I asked Airbnb to pay it. They denied it based on the fact that I didn’t submit the claim BEFORE the next renter checked in. Given that someone checked in 3 hours after her, that would be an impossibility. I don’t think I had even found anyone yet, to do the work, I was waiting for calls back. I appreciate that they have created this rule to protect the renters. To make it clear who in fact was responsible. But A. I had no knowledge of this rule and B. It puts us in a position where we have zero time, and it would appear gives them an out. Would love to hear your thoughts, thanks!
