No support for hosts when guests steal/break things

[David7604]

Does anyone else feel Airbnb doesn't support hosts when guests steal or break things?

I have had two incidents recently where guests stole and broke things and both times my request for compensation was denied.

1.  Guest started a fire in the middle of the yard less than 20 feet from the door.  This was on video.  Airbnb said they wouldn't cover it because it happened "off property" even though it was in the yard and less than 20 feet from the house.

2.  Guest stole a mirror off the wall.  Housekeeper took photos of the property after she cleaned and before the next guest arrived.  I reached out to guest who was unresponsive.  In the mean time a new guest checked in and now Airbnb says that because a new guest checked in then they are denying me.  I guess I was supposed to cancel all reservations while I waited on a nonresponsive previous guest who stole from me?

Maybe it is just my luck with the "mediators"?

[Mike-And-Jane0]

@David7604 The second claim presumably failed because you didn't inform Airbnb prior to the next guests check in (time not actual check in by the way). You are not supposed to cancel all future reservations but you must inform Airbnb - You don't need invoices etc. at this point just need to lodge the claim. Do however bear in mind that the payout would be on a depreciated basis and so highly unlikely to cover the cost of a new mirror. Your own STR insurance is a must if you don't want to take the risk of loss onto yourself.

[David7604]

The Airbnb mediators still seem to hide behind technicalities instead of doing any kind of real decision making.    Now I have a thieving guest who has left a nasty review that I have to work on getting removed.

Hundreds of hosted stays and I've only filed two requests and both were denied even with video and photo proof.  Host guarantee is a joke....

[Helen3]

Any insurance policy you want to make a claim on will have conditions  you have to meet.

it's not unreasonable for Airbnb to say you need to kick off the claim before your next guest checks in. 

not sure about the first issue what does it say in the T&C about outdoor space? 

Always worth reading through the terms to understand exclusions and the claim process .before making a claim.

and it goes without saying you need your own home insurance to Cover STRs to cover the many areas not covered by the guarantee 

[Christine1081]

Second time I'm going to say this today I've already posted this morning the obvious like a support we receive with the host guarantee. It doesn't exist