Guest damage

[Harriet124]

Hi 

we are new to Airbnb and we’ve just had our second guests. Our first scratched our brand new table as they couldn’t be bothered to use the obvious place mats our second have just checked out and my housekeeper has found that in appears they have been showering with the shower door and the bathroom door open. The  carpet outside was sodden and there was staining on the ceiling below which is going to cost me £100 for my maintenance man to stain block and paint the entire ceiling. Both housekeeper and maintenance have done extensive checks and there are no leaky pipes etc

wear and tear like the scratches was avoidable but inevitable at some point, like broken plates but this is a fair proportion of what they paid to fix. I don’t know whether or not to start a resolution.

they have already emailed me to say they had a great time and have left a review which obviously I can’t see yet. What have others done? Are they able to change their review once I have put mine on or what does starting a claim mean for me and them?

advice and opinions greatly appreciated

[Linda108]

It would be wise for you to read about extablishing a claim and the expected process in the Help Center.  There are a number of details and there is time sensitivity.  You need to advised the guest of the damage and how much the correction will cost.  The guest could take responsibility but few actually do so.  It is on you to prove the damage and prove the expense.  

[Dale711]

Hi @Harriet124 

Welcome to the community 😊

Since your listing rate is satisfactory and your guest mentioned they have a great time.

You should respond to the message and screening the guest about the incident.

Overall, it helps you to make it efficient to decide the claim.

As the resolution center, you'll need to submit your request to the Resolution Center within 14 days of your guest’s checkout date or before the following guest checks in.

Being an Airbnb host, you do need additional insurance.

Hosting with any actual frequency is likely to void your current homeowner's policy, and Airbnb's protection is inadequate.

The Airbnb help articles as below.

Host Guaranteed

https://www.airbnb.com/d/guarantee

Host Protection Insurance

https://www.airbnb.com/d/host-protection-insurance

What's the difference between Airbnb's Host Guarantee and Host Protection Insurance?

 https://www.airbnb.com/help/article/938/whats-the-difference-between-airbnbs-host-guarantee-and-host

You can consider consulting with your local insurance agency for additional protection and insurance procedures.

Refer to the review can be edited before it is published, but not after.

Happy Hosting✌️