Is Airbnb's Documentation Process Setting Hosts Up to Fail?

[Jurirat-Team0]

Hi everyone,

I recently received an email from Airbnb’s Resolution Center regarding a claim. At first, they told me to submit documentation by April 13. Then they mentioned I actually have 30 days until May 3. On top of that, the list of requirements they are asking for is extremely strict — things like a business license number from a vendor, company letterhead, full labor breakdowns, official stamps, and more.

It honestly feels like they are setting the bar so high that most hosts will either struggle to meet the requirements or miss some small detail — and then Airbnb can deny the claim.
It doesn't feel like the original spirit of Airbnb anymore, where regular people could simply rent out a home and get fair support when issues happen. Now it feels more like dealing with a giant corporation making it harder and harder to actually get covered.

Has anyone else experienced something similar lately?

Does it feel to you like Airbnb is setting up a system that's designed for hosts to fail?
Would love to hear your stories and thoughts.

[Elaine701 · Accepted solution]

@Jurirat-Team0 

It's not uncommon for Airbnb to investigate and/or process a claim from a guest without any communication or indication to the host. Often the host finds out they've been suspended or otherwise penalised ... by stumbling on it. You open the app one morning and your listing(s) are blocked, without any explanation. And if you try to get answers from support, they can't or won't explain anything.

The same thing happens to guests. A booking cancelled for no apparent reason, without communication with the host or guest. Getting an explanation can be difficult or impossible.

So, I'd be inclined to count your blessings on this one. At least they've given you some chance to give evidence of your side of the story.

If this is a claim you made against a guest, then again you should be pleased that AirCover is actually asking for documentation rather than completely dismissing it without further discussion, which does happen often enough.

AirCover  is not a guarantee or insurance, and they have no obligation to even accept any claim, let alone give you the opportunity to provide proof of it. Even after delivering irrefutable proof with every detail they ask for, they may very well deny any compensation and permanently close the case, or reduce it to a minimal amount. 

It's always wise to have an insurance policy, rather than relying on the platform.

Good luck and happy hosting.

[Jurirat-Team0]

Well, if guests know they can do whatever they want and get away with it, they’ll just break whatever they like. Plus, if we’re not even allowed to take a deposit and any damage is on the owner, it really doesn’t make any sense.