I am a host and below is the issue i have with Airbnb. Note: Gwen is thre airbnb representative. Airbnb did not stand behind us as host when damage to our property resently took place.
Gwen,
We too are sorry that Airbnb has chosen not to support our claim for the damage to our shower surround caused by Leslie, our guest from May 21st through the 26th. You mentioned that we might contact Leslie directly for the monies for the damages but, as she has not responded to any of the correspondence surrounding this claim, we wonder how this process would go forward. We were of the understanding that, given these precise circumstances, Airbnb would ‘have our backs’.
Whether repair or replacement, you are incorrect in suggesting that the crack in the surround doesn’t or won’t in the future affect the structure of the shower. It will certainly not collapse as it is a hairline crack, however, it is positioned such that it extends from the edge of one of the surround panels and, as we were told by a professional, water will eventually find its’ way behind the panel causing water damage to our home. We certainly do not wish to replace our shower as it is only three years old. We would much rather choose repair over replacement but, as the panel would have to be removed in order to repair the crack properly and the tub painted to match the patch regardless, it was actually less expensive to replace the unit. That being said, we actually received a very reasonable price for the labor involved in the tub’s replacement.
Our disappointment in the result of our claim has certainly soured us to Airbnb. We are curious; has Airbnb attempted to contact Leslie for her response to our claim of damage? As you know, she or someone in her party also carelessly placed a wet glass or other item which left a ring and spots on a dresser in our upstairs bedroom. We were able to cover it to a point where it is almost not visible and have, therefore, chosen not to attempt to pursue refinishing of the top of the dresser. Hence, we’re reasonable people and understanding hosts. We wonder how Airbnb imagines hosts such as ourselves can offer quality housing to our guests if we must cover the cost of damages that Airbnb dismisses as superficial and suggests we pursue by chasing the guest for compensation. In this case, I would have imagined Leslie would have contacted us immediately after the incident to inform us of the damage to the shower as it was a serious damage. As she did not, do you really think she will take responsibility for this damage at this time? We reported to Airbnb and reached out to Leslie immediately. As she has ignored our attempts at contact, we had imagined Airbnb would step in and evoke a response. We are familiar with rentals through conventional real estate companies and know these damages would not be questioned, but covered by the security deposit collected by the agent. In our case, we are surprised that Airbnb has not offered at least to compensate us up to the full amount of the security deposit but choose instead to dismiss responsibility for the entire claim.
As evidenced by our reviews, we take great pride in our home. I personally clean between each guest. As our ‘Judy Ann Drive’ property is our second and vacation home, I travel 2 hours and 20 minutes each way in order to meticulously clean, sanitize, and examine our home between each guest and am aware of any and all damage that may occur during each stay. In this case, I am certain that the damage occurred during Leslie’s stay as I carefully scrub the shower from top to bottom between each reservation. Airbnb’s claim stating “As a third-party not present during the reservation, we cannot charge the guest for this” baffles us. Isn’t this the case in all Airbnb bookings? How in the world can you be present at the time of reservation?
Needless to say, my husband Dewayne has asked me to pen this response as he is too upset to correspond regarding this subject at this time. Our Judy Ann house is very special to us. As the premise of Airbnb regards renting our very own homes, as opposed to the idea of renting a hotel room for a comfortable and pleasant experience for renters, we are personally invested in the care and regard given our property. My husband had assured me when we got started, from what your website led him to believe, that we would be covered if any damage was caused to our home. We both, however, are surprised and, honestly disgusted at the result of our claim. Airbnb has been our sole rental venue and we couldn’t say enough great things about it. It is unfortunate that we no longer think this way and, regrettably, feel on our own with no protection or support from your company as a host with Airbnb.