@Svetlana191
Svetlana, I am so sorry that this has happened to you.....you go out of your way to provide a lovely facility and unfortunately you can't get to see that train wreck coming. Airbnb have made it progressively harder over the past few years to assess the risk we hosts are taking when we accept their guests. Try as we might to cover ourselves, that odd disaster will slip through, and when it does, Airbnb support is nowhere to be found.
You have of course discovered the guest who has damaged something is very cooperative until the review window has expired, and after that they cease contact and deny any responsibility!
I could in all honesty say since 2015 I have seen here on the Community Centre at least 1,000 posts exactly the same as yours and @Shaun282 , every week there are a crop of new ones added to the list....and what we see here must be just the tip of the iceberg!
It's hard to try and tell you what to do Svetlana because, whatever I say someone will disagree with.
I as much as possible keep breakable things out of the guests reach. From experience I have learned....
The TV is on a bracket on the wall 1.8 m high......
The Aircon remote is fixed to the wall and cannot be dropped on the concrete floor.....
The fan for air circulation is wall mounted once again at 1.8 m.
All movies, 720 of them, are now accessed via a 2 Terra byte solid state hard-drive rather than a DVD......
Glass top tables have been removed and replaced with timber.
The shower head is now a plastic type without the required weight to break the glass shower panel as shown here, the result from a previous guest.
My counter-tops are now protected with plastic roll-out counter-top protector which keeps the counter surface underneath in good condition.....
The only things which are subject to breakage or damage these days are minor things like crockery, glassware, towels and linens , and I allow for the replacement of these every now and then in my listing amount.
As much as possible you have to make your rental space idiot proof, it's better to prevent these events happening than trying to get them fixed after the event.
My stance is frowned upon by many in the hosting community because I am breeding an entitled class of guest who learns that it's ok to not take responsibility for their actions, the host and Airbnb will let them get away with it. And to a certain extent these people are right. But my principal concern is to my hosting and I will not put myself through the mixing pot of trying to claim through Airbnb for guest damage. All that does is guarantee the host a bad review, holds up future stays until the damaged article is fixed and the host is left disadvantaged and out of pocket and the guest gets away with it....what is the point of doing that?
I don't let poor guests get away with their behaviour. Accidents happen and good guests will make some attempt with genuine remorse and most times that will be the end of it.
If they have not made any attempt to speak to me about the issue I do not review them or claim against them, but I do message them once the review window has closed informing them how disappointed I am that my property was not worth respecting and damage simply left for me to discover. I then hit the 'report this user' field and state unreported guests property damage as the reason for the report.
On a couple of occasions I have been contacted by CX asking why I did not make a damage claim, and I explain any claim is self defeating. All it does is get me a bad review and in all probability will be rejected and appear as a black mark against me rather than the guest.
That rather backs CX into a corner and as far as I am concerned tidies up the incident satisfactorily.
Sorry about this TV incident Svetlana but you may have to chalk it up to a learning experience. Once it is finalised report the guest and at least that puts them under a bit of pressure.