Host guarantee protection is all scam

[Lawrence196]

I had a guest that damaged my properties and stole my stuffs, I don’t even wanna talk about the trauma am going through, I filled my complaint and lodged my documents for the supposed insurance ( host guarantee insurance) I was told am covered for, guess what, I received an email from Airbnb weeks after saying my claim is not valid, and was even rude to tell me that this will be the last time they talk about it.That they were not able to determine a valid claim, when I submitted the pictures of the damaged properties and where the stolen items were taken from and also with a copy of my police report with cctv tape. To my surprise they even told me to go get the money from the guest,  I don’t where or how to get my money from a thief and drug addict. I just don’t know the heart and manners they operate on, and for them to even tell me to go get my money off her means her profile is still active and another host will be there next victim,  I was devastated but my friends are helping me out in suing them cause am so traumatised and inarticulate right now, will let you guys know how it goes with the case, I urge my fellow host to stop before you become a victim or try and get your own insurance 

[Vivian860]

I am so sorry to hear this! Here in the USA we have good coverage for this. AirBnB is horrible when it comes to hosts. When I check in my guests I NEVER have self check in because I want to see who is coming onto my property, I want the guests to know I work from home, I see if guests are sneaking in children/other guests or animals that go against my house rules. I also write down their license plates incase something like this happens. I would NEVER rely on AirBnB to help out. I would go through my homeowners insurance to collect for damages. By writing down their car license plates, the guests can be tracked by police therefore my insurance can track them down and collect. 

I hope you have a better experience. Maybe furnish your place with minimal things so if anyone robs you again (hope they don't) it won't be a big loss. Good Luck!

[Deva0]

Good advise! Does your Homeowners Insurance agent know you are hosting? What kind of policy do you have? Did you premium increase?

[Lawrence196]

Hey

thanks for your reply, it’s just horrible and given the fact that am the victim the last response I got from on the staff was so condescending tell me that “this is the last time she will talk about it” it’s sad, I only used them because of the safety and guarantee they promised, I will fight them in court and after that will be the end of me hosting cause it’s not worth the stress and trauma I have been through.

thanks once more for reaching out I appreciate 

[Christine615]

Try demanding arbitration for the claim and tell them you want to escalate this to a supervisor. You're entitled to arbitration (which may be cheaper than court - but not for them).

I know they have to protect against fraud, but good grief, they already know some of their "guests" they send us are not good ones.  You are entitled under the host guarantee..

However - only if the claim was submitted before the next guest checked in, and it helps if you communicated with the guest and tried to get the funds first through the resolution center.

I had a guest do something stupid, then told me the day after they checked out. I billed them for the damages, after they refused to respond, AIrbnb asked for a copy of the invoice for the repairs and paid for it.

[Nanci53]

I just received my rejection letter from AirBnB on my claim.  This is VERY upsetting, because it was AirBnB Customer service reps (2 of them) who told me my damages would be covered under this policy.  All I wanted was contact information on my guest so the I could file a claim in Small Claims court.  

I read every word of the Host Guarantee policy before submitting my claim, and there was no wording that excluded Golf Carts.  When I read it now, it literally excludes EVERYTHING one might have in their home, except furniture.  Are they re-writing this as claims come in?  Seems so.  This has to be illegal!

This guest actually STOLE my Golf Cart out of my garage.  The key was hidden, but they found it.  I have two witnesses that say they intentionally totaled it.  Literally drove it around at high speed and ran into trees and buildings until it was totaled.  They were very high at the time, and I guess they thought a 3 a.m. Demolition Derby would be great fun.  

To make matters worse, it took them nearly 2 months to get back to me on this, and I have been paying $35 per week storage on the disabled Golf Cart awaiting payout on this claim.  

I am not intending to let this go.  Has anyone taken on AirBnB and won??

Nanci

Here's the email I received today:

I hope this message finds you well. My name is Ellie a Support Ambassador on Airbnb's Claims team. I’m sorry to hear about what happened during your reservation HMS2NMYDYR with Andrew.

We've carefully reviewed your Host Guarantee request and, unfortunately, we're unable to process your request.

The Golf Cart included in your request is not eligible for reimbursement under the Host Guarantee Terms and Conditions. The Host Guarantee Terms and Conditions state that loss or damage under “Excluded Property” means any of the following:

¨6. Vehicles (including, but not limited to, automobiles, scooters, vespas, and motorcycles).¨

You are free to pursue reimbursement from your guest directly. However, per this exclusion, this damages is not eligible for reimbursement under the Host Guarantee. That said, we will follow up appropriately with Andrew with regard to guest responsibilities.

You may review the Host Guarantee Terms and Conditions at:

airbnb.com/terms/Host_guarantee

Please always feel free to reach out to us with any questions or concerns:

airbnb.com/help/contact_us

Regards,

[Lori2219]

@Nanci53 the same thing is happening with me. One of our guests carved a name into our granite file place mantel (who does that??) and I filed my claim within 8 hours of the damage with a time stamp picture which was an hour after the guest left, but because another guest checked in 6 hours later on the same day, Airbnb denied it saying there could be 'confusion' as to which guest did the damage. I told them there was no confusion, our property manager went in the property, saw the damage, and sent us a picture. The guests who checked in later did not do the damage.  But Airbnb keeps spouting the policy to me about 14 days or before the next guest checks in nonsense.  As if the new guest immediately rant to the fireplace and carved a name into it!! 

This is false advertising, taking advantage of their hosts and should not be tolerated. I have no choice but to report Airbnb. 

[Alex1591]

Exactly the same thing happened to me!  

Airbnb’s host guarantee and protection is a SCAM!  If you ever have a guest damaging your property, you are out on your own!! airbnb WILL turn its back on you and leave you holding the bag!  I have been an airbnb host since 2013, the first time I ever had to claim a damage left by a guest, I was in for a shock!  The claims dept rejected my claim within 2 hours with some lame procedural excuse that they cannot process the request because the next guest already checked in - despite that the claim is supported by the photo evidence taken on the day that the offending guest checked out and the review we posted on this guest causing damages to our property the day after.  Customer service is a JOKE, they cannot forward my call to the claims dept and they cannot do a thing because it is claims dept handling it...blah blah.  No escalation path, no due process, no way to appeal!  And the damage deposit that I requested for every booking on the listing?  As a host for 8 years, I have never seen a cent when damages do occur!

[Helen3]

Hello @Alex1591 

I'm sorry you had a bad guest who damaged your property.

However, it's not a 'lame excuse' to ask you to initiate a claim with the offending guest before the next guests checks in,  but in common with many insurance companies Airbnb has policies you need to comply with in order for them to consider your claim.

One is that you start your claim before your next guest checks in so they know the guest you are claiming against is the one that has done the damage.

As a long term host it really is worth familiarising yourself with how key initiatives like the guarantee work so that if you need to make a claim you can do so in a way that ensures you have a valid claim.

Hopefully your specialist home insurance for STRs will consider your claim.

[Sarah977]

@Nanci53 Did you report this to the police at the time? This seems like a police matter to me- these people broke into your garage and basically stole your golf cart and totalled it.

And did you not have any private insurance on it yourself?

Don't get me wrong, I sympathize that Airbnb has washed their hands of it, just throwing out other avenues of approach aside from Airbnb.

[Nanci53]

I did.  The Golf Cart is available to renters under a separate agreement, which requires that they buy insurance or show proof of insurance.  (My policy doesn't cover renters).  This guest did not rent the Golf Cart, but had access to the garage.  The key is hidden, but they obviously found it.

Thank you for your feedback!

Nanci

[Ann72]

@Nanci53  You will probably win something if you go to Small Claims Court and name Airbnb, because no one from Airbnb will show up.

[Jack1517]

Yes they are a scam/...  They dont cover anything and have a ton of exceptions.  So Beware   Had a guest take a Stand Up Paddle board out of garage.  Left it on the beach.  High tide took it away.. Niehgbor saw it floating away from my guest negelance.   They refuse to cover it

[Helen3]

Sadly you need to assume the worst with guests, if you have equipment you don't want them to access you need to keep your garage locked @Jack1517 

And have your own home insurance for STRs to cover the many areas the guarantee doesn't

[Lawrence196]

The sad thing is they don’t pay for including those they claim to have covered, i why tell people they have insurance when they clearly don’t