Host Guarantee is a JOKE

[Alexandria67]

We have had the WORST experience with the resolution center and applying the Host Guarantee! BEWARE to those who choose to host with Airbnb. 

we had a guest that caused almost $900 in damage. They smoked indoors which required steam cleaning. They left piles of trash resulting in an ant infestation which required a professional pest control services. They broke the door lock. They broke the $200 Keurig. They burned cigarette holes through the linens which all had to be replaced. They left behind a fridge full of spoiled food. They left behind piles of personal property that had to be managed.They used decorative vases as ashtrays. It took four days of cleaning! 

The guest refused to cover the expenses of the damage that she cost. As a result of that, we reached out to Airbnb through the resolution center as instructed and have been jerked around from representative to representative to finally be told that airbnb had placed us into the wrong process and acted like it was our fault. Now they are trying to state that the guest already paid us for their cleaning service, which doesn’t cover any of this. They are playing games with us so that they don’t have to actually enact the host guarantee and provide compensation for the damages cause. 

at this point I am considering small claims court in order to have a resolution in this manner as well as on listing our properties from Airbnb if this is how they treat their hosts. 

if anyone has had similar experiences, I would really appreciate your insight. 

Kindly regards from a disenfranchised and saddened host. 

[Dale711]

Hi @Alexandria67 

Welcome to the community 😊

I so sorry to hear about your experience and frustration.

Airbnb stated, 

“Airbnb’s Host Guarantee is not an insurance policy, and not all property damage caused by guests is within its terms. Hosts who want more protection are encouraged to purchase personal insurance that will cover property damage not protected by Airbnb’s Host Guarantee”

What is the Airbnb host guarantee?

https://www.airbnb.com/help/article/279/what-is-the-airbnb-host-guarantee

As an Airbnb host, you do need additional insurance.

Hosting with any accurate frequency is likely to void your current homeowner's policy, and Airbnb's protection is inadequate.

It is essential to follow the Airbnb host guarantee to progress and get the support of the claim.

Here's are links below to learn more about the Airbnb policy, 

Airbnb Host Guarantee 

https://www.airbnb.com/d/guarantee

Host Protection Insurance

https://www.airbnb.com/d/host-protection-insurance

What's the difference between Airbnb's Host Guarantee and Host Protection Insurance?

 https://www.airbnb.com/help/article/938/whats-the-difference-between-airbnbs-host-gurantee-host-prot...

You might consult with your local insurance agency for additional protection and the insurance procedures.

I hope Airbnb looks into your case seriously and updated the new results.   ✌️

Happy Hosting !

[Nick]

Hi @Alexandria67 , I'm sorry you had this experience. Could I please ask you to check your Direct Messages here on the CC, as I've sent you one now regarding your case? Thank you!

[Yellow-Emerald0]

Hi! 
were they able to resolve your issue?

I’ve heard many complaints like that. what did you end up doing?

thanks

[Alexandria67]

We got what we could from the guest but it did not cover all of the expenses. Airbnb never provided any coverage of the issue. I ended up having to absorb roughly $500 of the expenses to fix everything. 

[Gail842]

I had guest throw a massive 100 person party at my house. They destroyed it and left it with booze and vomit all over the walls. 

Airbnb insurance is totally fraudulent. 

They had me submit invoices from contractor professionals. After I submitted the invoices the denied them based on requirements they never stated ( like cleaner needed a contractor license), measurements of each area were not on invoice...

When I complained they gave me a customer service person I could arrange a phone call with between during the night the hours of 11am and 8am 

Airbnb has no intention of paying claims 

[Bhumika]

Hi @Gail842 ,

I am sorry to hear about your experience! 

Since it has been a few hours, have you heard back from the team?

Meanwhile, I have also reached out to them from my side, if they can get back to you regarding your concerns and availability. I hope someone reaches out to you soon!