Hi fellow hosts,
I'm hoping to get advice from anyone who has successfully appealed an AirCover Host Damage Protection denial, because I'm stuck and could use the community's experience.
What happened:
A guest checked into my property in the evening. Around midnight, the area lost power due to a PGE area-wide shutoff. My water runs on an electric well pump, so when the power went out, the water stopped flowing. The guest opened faucets/shower fixtures, found no water, and left them in the open position. They then packed up and left the property in the early morning hours.
When PGE restored power later, the well pump kicked back on — and because the fixtures were still open, water flooded the entire home. The damage came to roughly $30,000.
The problem:
I filed my Host Damage Protection claim on time with documentation. AirCover denied it, saying the damages "weren't attributable to a responsible guest." Their reasoning seems to treat the power outage as the cause. But the outage didn't flood my home — the guest leaving the water fixtures open did. Those are two separate things, and I think the denial confused them.
What I have:
- The full Airbnb message thread (guest confirming arrival, reporting no water, and leaving overnight)
- PGE outage and restoration records for the address
- Photos and video of the flood damage
- Itemized repair/remediation invoices
Reference: Claim/Reservation HM2P4ECMKB
My questions for the community:
- Has anyone gotten an AirCover denial reversed on appeal? What actually worked?
- Is there a better escalation path than replying to the denial email and calling support?
- For those who've dealt with negligence-based claims (vs. obvious damage), how did you frame it so the reviewer understood the causal chain?
Any guidance is appreciated. I've valued being part of this platform and just want a fair review of the evidence. Thank you.
