Guest damaged property and Airbnb refuse to pay. Help!

[Nicole2130]

A couple of weeks ago a guest booked my beach house for 6 people and ended up having a party with about 20-30 people (neighbours advised). They caused a lot of damage to the property - smashed window, jimmied lock and damaged door frame, smashed TV, broken vases etc and not to mention the extreme mess that took 5 cleaners 5 hours to clean that is a lot of cleaning dollars for me! We had a guest checking in on the same day and the priority was to get the property ready for the new guest. As such I didn’t submit the claim till the following day. Airbnb have said that because my claim was submitted after the next guest had checked in that it would not qualify for the host guarantee or the securitiy bond! I have also reported the matter to the police who upon doing a name search have said the guest booked under a false identity and cannot be tracked. They also advised that the same issue had happened but the damage was much greater at another property in the area (Phillip island). I have tried to escalate the case but the case manager’s manager told me that “no further communication was required” as the policy was not followed to raise claim before next guest check in. What can I do as I have a bill of about $3000 and no help from Airbnb!

[Yadira22]

@Inna22  you had experience with this ( I believe, maybe you could advice?!). Thanks.

[Inna22]

@Yadira22 @Nicole2130 I have always filed on time. The policy is pretty short and there are very few rules to follow with this one being one of them. They can of course later deny all or part of the claim for several other reasons but not filing on time is handing them a reason to deny. It makes some sense- how can you prove who did it once another person checks in. Of course in your case you can. Try reaching out through social media. It works pretty well usually

[Yadira22]

thank you for your time @Inna22 

[Ian-And-Anne-Marie0]

@Nicole2130 

All is not lost. I'll DM you, hopefully to help.

[Helen3]

Sorry to hear about this awful guest.

Can you not put in a claim for damages with your specialist home insurance for STRs @Nicole2130 

Also sounds like you need CCTV to monitor how guests are using your listing, so if this happens in the future you can nip things in the bud and avoid your guests upsetting your neighbours with their anti-social behaviour.

[Nicole2130]

Hi @Inna22 how do I reach out through social media?