Airbnbs host guarantee and damage deposit is almost completely worthless and cannot be relied upon if you're a host

[Damien133]

I've just had an incident showing that the Airbnb host guarantee and security deposit is utterly pointless and is definitely not there if you need it.  I had guests who decided they would only leave when they felt like it and when they did I discovered my sofabed frame was bent and broken and I had to leave the new guests waiting on the doorstep while I prepared the flat because the problem guests were so late checking out.  There were messages between myself and the problem guests showing that there was an issue with the sofa bed and I took photos as soon as I discovered the damage.  The metadata details within the photo clearly shows the date/time and location where they were taken and therefore pinning the damage to the problem guest. 

Airbnbs response: We're not paying because it needs to be reported before a new guest checks in because otherwise theres "confusion" over which guest has caused the damage!

Even though there was no time between guests to report it because of the guest not checking out on time, even though I reported it promptly afterwards, even though the messages within airbnb between myself and the guest indicated there was an issue with the sofabed and the photos and photo metadata prove it, airbnb just said NO!

I have to say I've really no faith in airbnb after 3-4 years of hosting, all they care about is keeping the guest happy and washing their hands of any problems and not taking any responsibility for issues caused to their hosts. I've even just discovered they don't even take a damage deposit from the guest even if you set it in the listing, it's actually just a scare tactic used to scare guests into not damaging things but in reality doesn't exist! What are the options for hosts?  Take a deposit directly from guests refunded at your own discretion?  Quit airbnb in favor of long term tenants?  Duplicate your listing on rival platforms?  For me I've had enough of it now so I'm going to take long-term tenants for 6-9 months of the year and only do airbnb during the high season when you can charge a rate that makes you able to swallow the losses incurred by airbnbs failings and lack of responsibility.  I'm also going to insist that guests send me an additional deposit through the airbnb platform send/request money feature and then ask them to request it back through the resolution center afterwards because airbnbs process cannot be trusted.  Does anyone know of any good alternatives to airbnb in the UK? I want to set up listings on some other sites too.

[Gordon0]

Sorry it's taken you so long to realise the deposit isn't really a deposit, @Damien133, and that it's a well-known fact the reporting process is insanely difficult to follow, especially if - like you - you're offering back-to-back hosting with no break.

There isn't a 'silver bullet' out there in terms of platforms, so it's a case of sucking it up and dealing with it. And the ones out there will often make you manage the cash side of the affair.

Yes, you can quit Airbnb for LTRs, but we both know the income doesn't match up, especially when the sun is shining in Brighton.   

[Damien133]

Thanks for the reply @Gordon0  yes I think that it's so rare that I actually try to make a claim I was still under the deluded impression that airbnb would actually take any responsibility for damages lol!  I agree the income is definitely a lot better in the summer than LTR but really not worth the hassle and extra expenses in the winter months because the income is about the same as LTRs but with a lot more work so this year I'm just doing 3 months airbnb and 9 months LTR instead of the full year airbnb and 6 month airbnb & 6 months LTR with my other place that is a bit more centrally located.  Surely its better if you can manage the cash side yourself because it gives you more control rather than airbnb behaving like a bought off judge and jury every time there's an issue?  Can you recommend any other platforms , there must surely be a viable airbnb competitor by now?  I'm sure they've all got their pros and cons but I'm definitely up for trying some alternatives and broadening the potential sources for new guests

[Gordon0]

Personally, @Damien133, I don't want to be standing there (at all sorts of times) with my hand out waiting for the cash. And the idea of holding deposits - only to hand them back (or not) at the end of stays - doesn't fill me with joy either.

There isn't a viable alternative in my opinion, and certainly not if you're looking for a (mostly) easy process with (so-called) vetted guests. Some hosts flounce off saying they're going to DIY (FB/Gumtree etc) only to slide back with stories of disasters.

Maybe it's better the devil you know (to the sound of Kylie chirping away in the background). 

 

[Damien133]

I'm going to have a look around and see what there is (have you had any experience with VRBO?),  I'm not looking to take myself off airbnb totally but rather just not put all my eggs in one basket and it's probably better to have listings on multiple platforms all synced to one calendar than just all on airbnb.  I don't want to be waiting around for cash deposits either but I'm thinking I may try asking for a prepaid deposit that the guest then has to claim back through the resolution centre and then any deductions can be easily deducted without wasting loads of time with the generally fruitless and time-consuming airbnb nonsense.   I also don't charge a cleaning fee under the understanding that guests will leave the place clean and tidy to minimise changeover time and about 50% or so of the time they do leave it more or less as they've found it but I think if you've actually got a deposit they care about getting back they'll generally make more of an effort and if they leave it dirty/messy I can very easily deduct the cleaning charge etc and it'll take me about 10 seconds.  I'm not saying this system will work as it may deter some guests from booking at all but it might be worth experimenting with

[Damien133]

I've actually just come across this link that explains exactly what I suggested https://hosttools.com/blog/airbnb-rentals/security-deposit-airbnb/

@Gordon0