$4k in damages and Airbnb refuses to reimburse more than $193.88

[Craig674]

I am a fairly new host and was excited about Airbnb’s AirCover policy and purported support of hosts. Recently, my fifth tenant since I began, caused a well documented $4k in damages to this newly renovated upscale property. Airbnb’s own safety team was even involved throughout the night trying to evict the party. The police finally had to be called at 5am to stop the noise and party. Despite all damage being documented and sent to the resolution center, Airbnb decided they would only reimburse $193.88. They would not even forfeit the tenant’s $500 security deposit. I am hesitant to continue with Airbnb after this experience and have no faith whatsoever in the AirCover policy they are promoting. Has anyone had a similar experience?

[Helen3]

sorry to hear this happened. 

Assuming you submitted your claim in line with their policy - why did they turn down your claim?

what damages were done ?

have you tried to claim on your home insurance for STRs? 

if you find guests are partying at your place please don't wait for the police to come . After telling Airbnb to cancel you/your co-host need to get down there to evict guests and minimise the risk of further damage . 

[Craig674]

All their message stated was that after reviewing the evidence, that was their final decision. It's difficult to comprehend this since we could not have submitted more clear and thorough documentation of the damages. These included: half a dozen major stains on a previously spotless and like-new carpet (scattered throughout a large living room),  a chip out of a new outdoor side table, a sizable and permanent stain on a bath mat, and permanent stains on outdoor cushions. Obviously the carpet is the big ticket item here, and the damage went far beyond normal wear and tear. So disillusioned with Airbnb and AirCover at this point.

[Angie216]

Craig

I recently walked in the same shoes after being a host for 4 years. My claims were $3500 and an Instagram post the people themselves posted destroying one of my Airbnbs. After several hours on calls, providing documents, police report, and more to the Resolution Center,  I got little to nothing. I soon realized I had spent more time and stress trying to get assitance for payment from guest then it took to hire constractors and professional cleaners to get my Airbnb back in order.

My best advice, submit to your own insurance and get rest from the stress it has caused you. Next, go through in fine detail the words you choose to list your place. Ask others to read and listen to feedback. One added item I did was put it in my listings, can only accept guest with a mininum of 2 reviews. Yes, I loose some newbies but I sleep better at night.