Hello...

[Janice677]

Hello, 

My name is Janice and my husband is Michael.  We are both from North Carolina and moved to Florida about 3 years ago.  We remodeled a home and recently purchased another home to redo.  We decided to try the AIRBNB world in August.  So far, we have had a good experience, and it has been rented out a lot.  The last guest damaged the stove, so we are trying to figure out what the process is to handling situations like this.  But otherwise, everything has been wonderful.  

[Alicia753]

Hi Janice and Michael,

I'm glad to hear that your Airbnb hosting experience has been positive overall. Regarding the recent damage to your stove, Airbnb provides a structured process to address such incidents through their Host Damage Protection, which is part of AirCover for Hosts. Here's how you can proceed:

1. Document the Damage: Take clear photos and videos of the damaged stove from multiple angles. Gather any relevant information, such as receipts or estimates for repair or replacement costs.

2. Contact the Guest: Reach out to the guest through Airbnb's messaging system to inform them of the damage. Politely present your evidence and request compensation. This direct communication can often lead to a swift resolution.

3. Submit a Reimbursement Request: If the guest does not agree to compensate you, submit a reimbursement request through Airbnb's Resolution Center within 14 days of the guest's checkout or before the next guest checks in, whichever comes first. Provide all the documentation you've gathered to support your claim. To do this, use your browser and proceed to message thread with the guest, then on the right side of the page, you should see "Aircover". You may proceed to submit all the details for the claim.

4. Airbnb's Involvement: If the guest declines your request or doesn't respond within 24 hours, you can escalate the issue to Airbnb. A member of Airbnb's Community Support team will review the evidence from both parties to determine responsibility and the appropriate compensation.

It's important to note that Airbnb's Host Damage Protection covers up to $3 million for damages caused by guests. However, it doesn't cover damage from normal wear and tear, loss of currency, or loss due to acts of nature.

For future stays, consider setting a security deposit for your listings. This can provide an additional layer of protection and may encourage guests to be more mindful during their stay.

I hope this helps you navigate the situation with your stove. Wishing you continued success with your Airbnb hosting!

All the best,

Upfish Management

[Paula]

Hello @Janice677, a very warm welcome to our community, and thank you for joining us! 😊

I noticed that our hosts have stepped in to help you in your other post. Alicia has also shared some great advice here regarding the recent damage to your stove.

Have you had a chance to read her comment? Looking forward to hearing from you.

Best regards,