Airbnb ignoring hosts

[Penny513]

Dear Airbnb Community,

I am reaching out to share my experience and seek advice regarding a damage claim that has remained unresolved for over seven weeks. After a recent guest's stay, I discovered significant damages to my property, amounting to thousands of dollars. I promptly filed a claim with Airbnb, providing comprehensive evidence, including bills, pictures, and videos. Despite my efforts, I have received minimal communication, with representatives informing me that the issue has been escalated, yet no updates have been provided.​

I have adhered to Airbnb's guidelines for damage claims, submitting all required documentation within the specified timeframe. However, the lack of progress has left me financially burdened and uncertain about the next steps. I am aware that Airbnb's Host Damage Protection is designed to cover such incidents, but my experience has been less than reassuring. 

I would greatly appreciate any insights or advice from fellow hosts who have faced similar challenges. How have you navigated situations where damage claims were not promptly addressed? Are there additional steps I can take to expedite the resolution process? Has anyone found success in escalating such matters within Airbnb or through external channels

Thank you in advance for your support and guidance. Sharing our experiences can help strengthen our community and ensure we are all better equipped to handle such situations.

Best regards, Penny

[Emilie]

Hi @Penny513, 

I am really sorry to hear about all the challenges you faced following this recent stay. As it's now been a little while, I was wondering if you heard anything further from the Support teams?

If you need any more advice from other hosts, do let us know please 🙂

Thanks, 

Emilie 

[Chad548]

Hi @Penny513 -

Fellow host that just went through this with Airbnb. To sum up my situation $25K in damages, Airbnb's Aircover HDP team was completely inept in being able to handle the claim.  Offered $4k and then denied the claim after 30 days saying time was up.

All I can say it please take Airbnb to Arbitration.  We did it without a lawyer and got much closer to our claim amount of $20K. Don't be afraid of that process.

In our experience, Aircover or the HDP program is a delay and deny program.  They will lowball offers, delay your claim and then deny it saying they only have 30 days to process it.  If you are not getting what you think is fair, go the arbitration route especially if you have well documented pictures and invoices to support your position.

If you have more questions please ask.