Hello everyone, I've had a rather negative experience with airbnb and the aircover insurance for hosts: one of my guests broke the bathtub in one of our bathroom, causing a leak in the room downstairs. Obviously, the traveler refused to pay for the damage (+/- 1000 euros). I therefore sent a request thourgh the resolution centre following scrupulously airbnb's instructions and responded to the additional requests for information. However, yesterday, October 16, I received a reply from airbnb explaining that I had not provided the documents within the deadline (30 days after the initial claim). I immediately challenged this providing evidence through email. Today, the same person accepts my argument but now objects that I should have provided a "causality report from the plumber". THis was the first time that such document was requested and of course after the deadline was passed. I am surprised by the lack of profesionnalism in dealing with this claim and the lack of good faith. Beyond my own unfortunate personal experience, this illustrates the lack of seriousness of airbnb's host cover and makes me shudder if the damage had been of a different nature (fire....). In my opinion, airbnb offers us unrivalled publicity and guarantees for our guests, but if the air cover is non-existent or applied on arandom basis, it's all very worrying. What do you think?
