And then it was my turn... (guest caused damage to my house - no help from Airbnb)

[Trude0]

I guess the day had to come...

After almost 2 years of hosting, 18 months as a Superhost, around 50 hosted stays, and a perfect average rating of 5, I finally needed to make my first claim through Airbnb for damages caused by a guest.

(Here I should mention that I have previously refrained from making claims about the guest that broke my dishwasher, the guest that broke my TV stand, and the one who broke my sewage pump by flushing diapers in the toilet.) 

In short:

A guest (from Hong Kong) has caused damage to my house by somehow creating such high humidity in the inside air, that large amounts of condensation seems to have gathered on the floor-to-ceiling windows. This condensation has then apparently been allowed to run down to the floor and not mopped up, causing the skirting boards/baseboards/mopboards under ALL windows to swell up, crack and start developing mould. In just one week.

I had close contact with them during the week, but not once have they mentioned any issues. I should probably have sensed something was wrong when they asked for more kitchen paper and paper napkins after only 17 hours in the house...

This is a modern house with good ventilation, fans (kitchen + bathroom), and air conditioner etc - and it normally has a very good inside climate.

And the instructions on importance of and how to handle the fans, the air conditioner, open windows now and then, have been given both in the house manual, vocally during check-in, vocally when they accidentally set off the fire alarm by boiling water WITHOUT using the kitchen fan, and in an Airbnb message.

So I am at a loss at how they succeeded at this damage. I've had guests from all over the world before, and there have been no issues with the inside climate. The house looked brand new before this family checked out.

So I made a detailed claim yesterday (Sunday, day after check-out), including lots of pictures. I had not yet had the chance to have a person here to assess the extent of the damage and give an indication on the cost to fix it (as it was the weekend), so I just put an arbitrary amount in the claim to be able to post it, and then wrote that I would come back with an accurate amount a.s.a.p.

And I got the same treatment that so many have before me:

- Airbnb are delighted to help me

- They commend me for hosting with the highest standards

- They truly appreciate my dedication, and I am a valuable member

- I should rest assured this will be taken care of by a specialist 

- They say I fully documented the damage done by this guest so there should be no problem (GREAT!) 

- They will make sure that I and my guest will be represented fairly

I make the claim, the guest denies the claim, but the good news (...) is that I may be eligible for compensation from Airbnb. 

So I need to involve Airbnb, and I will get a case manager - so I do.

It takes this case manager (the "specialist") just an hour or so to carefully review the case, conclude that they are "unable to process my request". 

Why?

"Our Host Guarantee Terms and Conditions provide payment for direct physical loss or physical damage to an accommodation caused by a responsible guest subject to certain terms, conditions, and exclusions. After careful review of the information submitted, we’ve concluded that the reported damages are consistent with ordinary wear and tear and unfortunately excluded under the terms of our Host Guarantee. Mold is not covered as per term of service."

I replied and asked them to explain 2 things:

- How can the damages caused be considered "ordinary wear and tear" - when no such damages have been caused by any of the other 50 hosted stays?

- How is completely damaged (swelled-up, cracked, miscoloured and mouldy) boards "ordinary wear and tear"?

I also reminded them that the mould is not the only issue, all boards have swelled up from direct exposure to water, and some have cracked. Is this kind of damage also "not covered as per term of service"? Then what is? 

And I asked for information on how I could escalate the case to a higher level.

The response?

45 minutes later, I got the exact same text back again "ordinary wear and tear - mould is not covered", with no reply to any of my questions. 

But with the not so friendly addition of:

"After once again, reviewing the case details, we consider this decision final and this appeal closed. We would like to mention that this will be our final engagement with regards to your appeal. Please note, that any further communication in respect of this case will not change the outcome of our final decision on this matter, from which I now respectfully disengage.
Gonzalo"

I guess I'm not surprised.

Just disgusted. 

This is how how they value their hosts, who go above and beyond for the guests.

I am so sad about this, I don't know if I feel it is worth it anymore.

Does anyone know if it is in fact possible to appeal a decision like this?

Or does this Gonzalo have full authority to decide that the guest did nothing wrong, and I get to pay the for the damages?

Any advice at all - or shall I just give up?

[Sarah977]

@Trude0  Yes, these particular guests you had definitely sound "special" in their compulsion to have everything that involves water being used to the max on a continuous basis.

But in Michael's case, he needs guests to open windows twice a day for 10 minutes in order not to have a humidity issue. That seems to me to rely far too much on all guests actually being attentive and compliant.

[Michael504]

@Trude0 

Trude, now I cannot even set a maximum stay on some of my listings. Almost seems like airbnb wants to force me to accept long-term stays. 

🤣

[Michael504]

@Sarah977 

I have now installed smart humidity sensors in all rooms. I get an alarm when humidity gets too high so I can ask guests to open the windows or go to the aparment myself if the guest does not act.

I will look into dehumidifiers as well. When guests stay at home the whole time, cook, dry clothes, boil water, shower for long periods, then humidity rises, otherwise it stays well between 40 and 60 percent. I have lived in my airbnb apartment myself and never had any problem.

But with long-term guests there is just no idiot-proofing. Over the past years I have installed a camera, smart thermostats, temperature sensors, door sensors, water leakage sensors, camera dismounting sensors and humidity sensors.

I have detected many many unpaid guests, prostitution, guests that left the apartment door wide open and many more issues. These gadgets help but when you think you are finally well-equipped the next issue arises and you need to buy more gadgets. The moment the idiot detector is on the market I will be the first customer.

There will always be damages done by irresponsible and stubborn guests but if I had a real deposit things would be so much easier. So, bye-bye to long-term renting on airbnb. Up to a week, fine, but for longer stays I will only be using other portals and take direct bookings.

[Trude0]

@Michael504 : I must say you really have gone to great lengths to "idiot-proof" your listing! 🙂

[Trude0]

The guest finally came back to me, admitting that:

No, that's correct, I never specifically mentioned that IF there should (for the first time ever) be condensation on the door, that they should wipe it off.

I just mentioned that "the materials the house are built from, are sensitive to liquids and humid/moist air, so it is important to not leave any surface wet, use the kitchen fan when cooking, and open the bathroom window for a short while after showering. Please use the air conditioner every day, to exchange the air."

But apparently, that was not specific enough. 

[Colleen253]

@Trude0  If only there were a way to screen guests for common sense. 

[Trude0]

Late update, this happened end of March:

Airbnb agreed to let me talk to a supervisor about the case.

(Yes, of course I realized this was just an attempt to placate me, and that they never intended to re-open the case that had been opened and closed in just a couple of hours. I’ve been on this community for a while and picked up a few things... So never bothered to get my hopes up, was just mildly curious.)

The supervisor called, and first asked if I was OK with him recording the call? I said no problem, and was he also OK with ME recording the call? 🙂 He was not, went all quiet, and then let me know he would have to end the call immediately, if I would record it. I told him not to worry, that I had been joking, and that I had expected his reaction.

The supervisor then asked some questions, and pretended to listen. He was not updated on the case. For instance he was not aware that the guest had by then - in writing, in an Airbnb message - admitted to a) noticing humidity on the windows, and b) not wiping it off or informing me. I.e the guest admitted to not following house rules and instructions, the actions that caused the damages.

The supervisor then wondered if I had now had a handyman there to establish the cost of repairs. I said I was still waiting for a company to come back to me (it had only been a few days since the damage, but I expected to hear from them within a few days. He asked me to come back and update Airbnb on the cost estimate as soon as I could, and in the meantime he would ”discuss the case with a colleague”. He could not promise anything, he said. I said I was holding my breath, I had no expectation that this call would lead to anything anyway.

And sure enough, a mere 15 hours later, I was informed that after the supervisor had reviewed the case, he had decided to uphold the final decision. And with no arguments or explanations, of course, just the same one-liners as in the previous 5-6 messages: Quoting Host Guarantee Conditions and calling the damages ”ordinary wear and tear”. And I am still wondering in which part of the world it is ”ordinary wear and tear” to create steam sauna conditions in a tinyhouse?)

For almost 2 years, Airbnb hosting has been a hobby that has been fun and that I have enjoyed. And around 50 guests have thoroughly enjoyed it, too, I have a perfect 5 overall rating, and several returning guests. To then experience the same as so many other hosts have; that Airbnb does not support me against the first-timer guest who caused damage to my house, is saddening. And the damage is not even that costly, it’s just a few skirting boards we’re talking about!!! Surely Airbnb should realize that paying for a few new skirting boards would be more beneficial for them, than loosing a superhost that has been bringing them lots of income? 

I’ve blocked most of spring and summer, and everything from September, while I consider whether I will continue to host through Airbnb.

I’ve also registered on VRBO, to see if I that suits me better - I’ve heard that they at least have a real deposit, and that they support hosts more. No bookings yet, but I quite many property views, so we’ll see.

[Sarah977]

@Trude0  Thanks for updating. Not surprising, the outcome, but terrible attitude from Airbnb, nonetheless. It's almost pointless for them to say they have a customer service dept. these days- all they seem to do is make everyone frustrated and angry and waste peoples' time. At least you have a realistic understanding of their BS, so you didn't end up shocked and devastated at their ridiculous response. Normal wear and tear, what a joke.

Good luck with VRBO. I hear varying things about them, but the consensus at least seems to be that they are supportive of hosts.