Some customer support acts based on their personal opinion a...
Latest reply
Some customer support acts based on their personal opinion and they seem to come up with their own conclusion, which is frust...
Latest reply
Hi everyone,
My girlfriend and I were guests in an Airbnb apartment in Cape Town last month, and are being held responsible for damages which we absolutely did not cause. The host brought in the resolutions centre, who tells us that since we do not have photos that prove that we didn't cause the damages, they have to go by the host's claims and his photos. Why would we have taken photos all over the apartment to prove that we didn't cause damages, before we even knew about anything?
One of the damages was absolutely there before we arrived (so we assumed it was known about), and we were not aware of the other two when we left but know for certain that we didn't cause them. Even if we did, we are both responsible and honest people who would have told the host if we had damaged anything. We are now in a situation where our card will be charged on Monday for something which we did not do, and the resolutions centre will absolutely not listen to us despite writing letters and pleading to them. The host also is not willing to speak to us.
Does anyone have any suggestions? We are extremely hurt and disappointed by this situation, and are unsure if we ever want to use Airbnb again after all this. Can anyone help?
Thank you!
"Just the facts, ma'am".
Airbnb customer services only responds to facts and evidence. It happens with guests all the time. It's actually famous. Download a photo of a cockroach, make a complaint to Airbnb, send the photo. Voila! Refund.
Unless of course, the host can provide reasonable evidence of it being fabricated (e.g., the photo shows a floor covering or other things that the house doesn't even have).
The same can be true in reverse. The host may have had damage from a previous guest, but for whatever reason, failed to make a claim or couldn't be bothered. So, blame it on the current guest. Yes, it's absolutely wrong and unethical to do this, but unless you can prove otherwise, Airbnb will stick you with it.
So, a lesson: if there's damage when you arrive, take photos (preferably with date and time stamp). Send it to Airbnb and tell them you don't want anything from the host, just to put it on the record, in case you get blamed for it. They won't contact the host unless you say you want something, so make that very clear.
I know, you shouldn't have to do that. But that's how "aircover" works. It doesn't necessarily have much to do with the truth. Only what one side or the other can prove and/or disprove.
In this case, your best and only defence really, is to write it in your review of the host. Trying to get Airbnb to reverse it is mostly futile and will waste days or weeks of your time.
Other platforms aren't quite as interventionist as Airbnb, but they also don't really care either.. So just be cautious with any platform.
Good luck...
@Riley74 If the host truly has before and after pictures then it does suggest the damage was caused during your stay. If they only have after photos then it proves nothing. You have 2 options - Either cancel your card or, if it is charged ask the bank for a chargeback due to it being an unauthorised transaction.
Good luck
They can't charge you unless you approve it. So just deny it and their insurance will cover it.
You may be right, but are you sure that's the policy for residents of South Africa?
@Riley74 it's curious that neither you nor the host left a review. Why didn't the host review you and mention the damage there? Did you take any photos while you were inside the space?
Thank you for all the responses - much appreciated! @Gillian166 he did review us as 5 star guests on the day that we checked out (as we did for him), and he then came up with the damage photos 5 days later... Unfortunately we didn't take any photos in the space, no...
@Riley74 you have 0 reviews, have they removed the reviews while this dispute is happening?
It was on my girlfriend's account, so the review is there 🙂