Guest Broke 55 inch TV

[Hugh28]

My guest pulled a 55 inch flatscreen from the wall to hook up his wii. The tv fell and broke. There is no dispute and guest acknowledges he broke the TV. I filed a report with AirBandB and have heard nothing back at all - not even an return receipt of the report I made. Guest was willing to pay but now says that cos there is a claim with AirB&B he will not pay....

My guests are expecting a TV in their room.... I have been doing this for 2 weeks and AirBandB say they will not pay $600+ in earned monies for anothr 2 weeks.... 

So, AirBandBis making this VERY difficult for me and for new guests.... Any ideas on how to expedite and resolve...

Also my guests are experiencing communication problems with the Ap... 

[Maria758]

Hola @Hugh28

Another tricky situation, but definitely some simple solutions can be put in place for your future guests while you are trying to resolve this issue with the TV and your previous guests.

First, a few questions:

1. Do you require a deposit from your guests?
2. Did you file a claim or send a message to Airbnb CS?
3. Did you take photos and log everything?
4. In your initial conversation with the guests regarding the tv, did you discuss NOT filing a claim for this?

 In the meantime, if you are not going to replace the TV with a temporary one, I would go into your listing and edit your amenities to NOT include the television.  Here’s how:  https://www.airbnb.com/help/article/586/how-do-i-add-amenities-to-my-listing.

Put something else in its place if you can, like a photo or painting, even a decorative rug!  Something cheap from Ikea just until this issue is resolved.

Next, for the guests that are already booked, be honest with them.  Notify each guest about the situation, doesn’t have to be in detail, and that you will either compensate them with a free breakfast, gift card (like tickets to a local theater), and or even refund a portion of their booking total (although I don’t like the ladder option.)

At least this will soften the blow for when guests come and find there is a rug where the tv should be. ^_^

Let me know the answers to my questions above so I can help, maybe, with that aspect of your inquiries.

Hope this is helpful!  Let me know if you have any more questions, happy to help!

Happy Hosting!

Izzie, Co-Host

LOV Puerto Rico

[Hugh28]

Hi there... 

1) No I do not require a deposit. I want to minimize friction with my listings. And AirBandB was adverising that there was insurance.

2) I advised ABandB via a form on the web site. As I said... there has been no communication from AirBandB... but I assume that they contacted tennant cos tennant now advises that he will not pay cos AirBandB has a claim.

3) I have photo's of damage and emails from tennant apologosing and offering to pay.

4) There was no discusiion with tennant re. filing a claim.... I did it cos the website said I should.

Why has nobody at airbandb reached out AT ALL? no confirmations, no updates... nothing.

At the same time - I'm having to wait a month to get paid cos I am new.

Appreciate your suggestions re. honest with guests on no tv etc. and I have done that. But silence from airbandb is frustrating...

Buying rugs etc. as you suggested is difficult with ABB not paying out for a month.... I havre ongoing costs etc. etc. This is a 2 way street...

[Linda108]

@Hugh28  I don't know if you have read the details of the Host Protection, but it is worth it to do so especially since you are depending on it instead of a security deposit.   Like most insurance, the ball is in their court and they will take time so you need to go about your business and not let the Air BNB timeline interfere with your business.

Meanwhile, I hope you will reconsider having a security deposit that is sufficient to cover substantial damage.  In this case, you would have been reimbursed by now.  Some hosts have expressed a similar point of view as you have.  There are many discussion threads about the SD.

Good luck and let us know how this all comes out.

[Charlie199]

Do many hosts collect a security deposit? How do you go about doing this? I too was under the impression that this was unneccesary because of the "million dollar host protection policy" that Airbnb advertises. We are brand new hosts and first guest in the cabin broke the television set yesterday. It is not an auspicious beginning to this hosting adventure... Grrrr...

[Inna22]

@Charlie199  It might late now and I don’t want to put salt on the wounds, but the process is to go to your booking, click on request money button, ask the guest to pay for the breakage and upload photos. At that point guest can agree to pay for it which is something you guest sounds like would’ve done. That would’ve resolve the issue for you. The next step, if the guest does not respond, to click another button that involves Airbnb. That button only becomes active after three days I think. Take a look, depending on how long it has been, perhaps you still have that option available to you. If you don’t hear from Airbnb within a week, message then through Facebook. 

You must charge a security deposit. Just add it to your listing. It will not add any friction with you guests as Airbnb collects and controls it. In fact, they’re not actually collecting it so this is not something a guest will be paying at the time of booking and therefore it will not affect your booking rate. The deposit is not a save all solution but I have usually gotten paid from the deposit if the damage is  within its limits and I have all the documentation. Chances of getting paid from host protection is slim to none. Search these boards for endless horror stories. Yes, you are a classic example of falling for Airbnb’s false advertising (and why would you not- this is not a reflection on you)

 As for the TV, can you replace it with something smaller and less expensive?  I got a new flatscreen for my listing for $100 at Best Buy. Not a 55 inch of course, but not a tiny one either.   Free shipping delivered next day.   Beats closing your listing down for two full weeks! And then depending on the outcome of this claim you can either keep it in the space or purchase the big one and add this one to another space in your house. 

Good luck!

[Charlie199]

Thanks, Inna -- I went ahead and made the changes for the deposit. We probably won't pursue the issue with the guest or Airbnb -- it just sounds like too much work. We'll lump it and avoid it through the deposit process next time. Thank you for your help!

[Helen3]

It's not too much work at all and I would advise you to pursue it.

Can I ask why you haven't contact Airbnb to ask why they haven't processed the claim (presume you followed the steps they outlined for making a claim under their guarantee).

If you haven't done so already give airbnb a call.

Good luck.