I recently filed a claim for damage to my home and the experience was absolutely horrible. I thought the security deposit and Host Guarantee would protect me and my home. What a f**king joke!!!
I had a group of guests break all the house rules, party until the morning hours, check out late and leave the home with both the front door and property gate unlocked and wide open for anyone to just come in. As disrespectful as these actions were, it was the mess in the home and damage to my property that cause me to file a claim.
The guests not only trashed the home but they left inches off water and rubbing alcohol across the entire bathroom floor. So much water in fact, that it caused permanent damage to the bathroom baseboards. I have no idea what these guests did in the bathroom, but it all seemed very intentional to me.
To make matters worse, I had guests arriving 3.5 hours later. Therefore I promptly took pictures of the damage and then proceeded to assist the house cleaner as I was concerned she would not be able to get the house cleaned by herself in the allowed time. The women who cleans the Airbnb unit is typically able to complete the task in 2 hours. However, due to the mess left behind by this group and the major water issue in the bathroom, it took the two of us 4 hours to clean the home.
I requested money from the guest through the Airbnb Resolution Center. She of course did not respond to the request. I was not surprised by this as she ignored every message that I had sent her prior to and during her stay. In the request for funds, I provided numerous pictures of the damage and stated that I was asking for the $100 deposit to cover damages to the baseboards (cost of replacement) and additional cleaning fees.
After a few days, without response from the guest, I was able to ask Airbnb to get involved. Here's where it all went downhill. In addition to the pictures of the damage that I previously provided, Airbnb requested proof of repairs and additional cleaning fees. They wanted receipts.
I informed the claims rep that I don't use a cleaning company as the cost is quite high. That I have a house cleaner that I pay per visits but that she doesn't work for a company. Initially they were adamant that I submit a bill from a cleaning company. I'm sorry but since when are hosts required to use a professional cleaning company? As host, we all get to pick our "cleaning rate". We all get have the choice to pay and outside company or do it ourselves. These guests caused such a mess that it took two individuals, myself and the house cleaner, to clean up their mess and get the house ready for the next group. I realize this is my word against the guests however, I had not only taken pictures of the mess and damage, I had also been messaging with the next group as I was concerned I would have to push their check in time back due to the mess. I had hoped Airbnb would take the messages and pictures into account, and give me the benefit of the doubt. Yet, they did not.
I cannot give Airbnb what they want. I was upfront with the rep and said I didn't use a cleaning company, but did pay a private person. Eventually I received an email saying I could provide an estimate for the cleaning cost, from a local professional company. I then got an estimate from a cleaning company called Homeaglow, who I had previously used. I submitted the estimate to Airbnb, which was over $100 for 4 hours of cleaning. Yet, they refused to accept it.
The bathroom was completely remodeled 2 months prior to this guests stay. I blocked a week to do a full remodel with new shower, sink and vanity, new tile floors and of course, new baseboards. The baseboards were less than 2 months old and still in excellent condition. Unfortunately, I have not had time to repair the damaged baseboards. Why you ask? Because my home has been booked almost every day since, with back to back reservations and only 4 hour gaps for cleaning and to turn over for the next group. Clearly water/alcohol damaged baseboards don't negatively impact my ability to continue to host, nor are an emergency repair. If I were to cancel any of the existing reservation for such a trivial reason, I would not only lose money, but be negatively impacted by fines from Airbnb. The company is able to see my calendar, therefore they can see that I have not had a gap large enough in my calendar to complete the work. However, my inability to quickly make the repairs does not lessen the fact that my home was damaged by a guest nor lessen the fact that I should be entitled to financial compensation.
Since I cannot provide receipts for repairs (since it has not been done), the rep said I could provide an estimate for repairs. Again, I did just this. I contacted a local contractor through Thumbtack who gave me an estimate of $125 to remove the old baseboards, cut and install the new ones, as well as paint and seal. This estimate did not include the cost of materials. I submitted this estimate to Airbnb, yet they refused to accept it.
Airbnb eventually denied my claim stating "We do our best to fairy and reasonably mediate these cases. In our efforts to be objective, keeping in mind we were not present during the reservation, we must consider all available documentation and communication when coming to a decision which aligns with our policies and procedures. Airbnb reserves the right to make the final determination with regard to these disputes, which is outlined in our Terms of Service. After careful review of the documentation and communication from both parties, we are unfortunately unable to process your security deposit for this reservation. As we mentioned in previous emails, we are unable to reimburse the damage without documentation per our policy."
The rep said I could provide estimates, yet they later refused to accept them. In addition, Airbnb clearly overlooked the numerous pictures I submitted and the pdf with messages to the next group regarding to the state of the home and the possibility that the check in time would be pushed back due to the mess. So now I'm out over $200 dollars in cleaning fees and repair costs for one of the worst guests I have had in the past year. Honestly, I can step back and say $200 is not life shattering. My anger and sheer disappointment in Aibnb and their lack of assistance comes from the fact that I have been a host for the past year, with over 60 completed trips, have been a Super Host for the last 3 quarters, and have never once received a negative review. Their lack of willingness to assist me, or to take into account my history as a host and the documentation I presented speaks highly of the organizations general lack of concern for their hosts. My home was damaged by an Airbnb approved guest, yet no Host Guarantee or financial compensation has been given to return the property to its previous state.
If anything, take this as warning. Airbnb's Host Guarantee, is a joke. It is nothing more than a false sense of security to entice individuals to be hosts.