A guest has managed to somehow break the frame of our sofa and it will need replacing. They have informed us that they did it. We naively thought we were covered by Aircover but it transpires that this is not the case and that we need to ask the guest to pay.
We stay in airbnbs frequently and I know as a guest I would be extremely upset if asked to pay for a brand new sofa if we somehow damaged one. I want to be fair to our guest and also don’t want a bad review, we are currently at 100% 5 star reviews. I am thinking we maybe ask for £500 as this is the amount that I have sometimes had to pay as a security deposit with other sites, not Airbnb. What would you do? Is this too much or not enough? A like for like replacement is likely to be around £2500
It will take some time to replace the sofa so in the mean time we are anticipating bad reviews from our next guests! I think we will have to offer them a partial refund and/or option to cancel. The web page describing aircover states
What’s covered
Host damage protection covers you for:
Income lost if you need to cancel confirmed Airbnb bookings due to damage caused by a guest (or their invitees)
however customer support were adamant this was not covered when i discussed with them.
Any thoughts or advice?
