Lawyer for reimbursement under the Host Guarantee program

[Edwin268]

Hi Communtiy,

Been hosting for a little over 2 years and I had a recent guest who flushed over 20+ non disposable baby wipes down my toilet leading to a huge over flow of water and a distasteful bill.  I reached out to AirBnB and they refused to help.   I need the support and help of the community. 

little back story of the situation which I reported to AirBnB 

“The next guest was already booked before the incident occurred. I wasn’t aware of how severe the situation was until I and the township were not able to fix the drainage issue. The plumber was not available until the day of the guest’s check-out which was 3 hours before my next guest was booked. I was addressing the issue the day of the guest’s checkout and the new guest’s check-in, which in fact lasted over 3 hours. I did communicate with the next guest prior to the check-in time and informed her that I was dealing with this situation, I gave her the options of either canceling or rescheduling, she responded that she not want to cancel the booking and did not respond as to whether she would like to reschedule or not; she arrived a little over the check-in time; the issue was not fixed as of yet, so she decided to return as soon as it was fixed. In your email, you indicated that damage reports to be submitted before the next guest arrives, should I have cancelled the next guest’s booking and inconvenience my next guest, as well as my cancellation guideline ratings? 

Please understand that throughout this time I was worried about my property and the comfort and well-being of my clients, I didn’t have the grace-period in between the check out and check in time to submit a report or a chance to submit a report prior without knowing what the problem was or the severity of it. As soon as it was fixed and the place was disinfected, I submitted the report. In addition, the plumbers relayed that they will need to come out once more to further evaluate the septic system. 

I apologize as I was not fully aware of this strict policy, however, the circumstances that I experienced was unique, the lower level of my home is utilized by AirBnB customers only and am not in agreement with this response due to the circumstances that I endured. There should absolutely be a grace-period for AirBnB hosts to submit damage emergency reports. 

Is there any way that AirBnB can support this damage report? Or make AirBnB liable for it.  The apartment is only used by AirBnB guest.  

@Airbnb @help 

[Charles111]

That is terrible and worse than my problems I have with airbnb but what can we do? What other similar companies are there? (I'm in the UK)

[Charles111]

Yes. 

In the last month I have had one guest who stained a carpet, put some gooey stuff on the net curtains and broke the sill away from the window. I emailed her and after much trouble exchanging messages with airbnb and getting messages from other airbnb staff, - as they always hand you on to someone else so you're being pushed from one person to another - as they didn't get back to me, so I had to do all the chasing. All I got from the guest was not even enough to pay for the carpet cleaning bill. Airbnb then added a few pounds more, but I need a replacement carpet as the cleaning did not remove the stains. The carpet pile was wrecked by the guest trying to scrub the stain away. Airbnb said I should get that part of the carpet replaced and simply kept repeating themselves when I said a carpet cannot be matched invisibIy. They thought it could be cut away and that rectangle replaced! If you ask them anything practical they can't reason and talk about the small print in their terms and conditions (that nobody reads.) I enquired at several carpet shops and the cheapest new carpet, including fitting, came to £901.43p. Airbnb wouldn't budge, and now guests will have to put up with a stained carpet that won't please anyone and makes me feel I'm presenting dirty accommodation. I have received nothing for the net curtain nor for the broken window sill that has been detached from the new window. The window fitters won't travel the 70 miles to mend it and I don't know how to mend it myself. 

AND

Last week a guest lost the house key so I had to have the lock and 6 keys replaced immediately. I did as airbnb advised me and I went through airbnb to claim the cost. After much trouble exchanging messages they say they will only pay for the key! Amazing! Each time I enquire about it, I get messages that keep asking me for the receipt. I sent them a photo of it. They then asked for the cost of the keys and lock only so I went back to the shop to get them to detail the costs. I sent that too. Different staff (who are called "Ambassadors" Huh! ) contact me without reading or understanding my messages. Now airbnb ask for the cost of the "key".  I paid £95.75. Airbnb seem to be saying they will pay me for 1 key, ie.  £4.95.  I re-sent the photo of the detailed receipt yet again. I'm still waiting.

Other nuisances, such as theft and other stains I've found, I son't think I can claim against  as I don't know which guest made them.

My advise is to get the guest to repay you immediately they do anything that you know about.

Previous experience has taught me that the Citizens Advise Bureau is worse than useless. Can anyone suggest what I should do to get fair payment from airbnb?  I don't know how to get the money back or even reason with their ridiculous excuses that i haven't even mentioned here as it's too frustrating.

[Marni10]

They did the same thing to me when a guest brought a dog without permission. The dog chewed up my wicker dining room chair. They refunded the security deposit, refused to assist, and I had to replace the chair myself.  I called them every day for almost one year. Nothing was resolved.  Now I have another property, and the guest dented the top of my dryer, making it impossible for the door to open. They are requesting a video of the dryer door, which has already been replaced with a new one. Not to mention my property is in Florida, and I live in Arizona. Again, it will not give me a straight answer about the security deposit. This company is HORRIBLE to hosts. They allow guests to damage or destroy our properties and do nothing to assist with the cost. I never recommend them to my real estate clients buying seasonal rentals. VRBO is the way to go. 

[Stratton-VT-Rental0]

Same experience here. The so-called "Host Guarantee" is worthless. They expend considerable energy and then don't back you up!

[Kevin2301]

Agreed!  The @Airbnb "host guarantee" and "Aircover" plans are worthless!  My guests used the kitchen rinse wand off the sink, and WASHED the countertops and cabinets - therefore ruining the laminate countertops and sink base.  Furthermore, they installed a bidet in the bathroom, and WASHED the wooden vanity and sink area - ruining the vanity.  All told a $3000 claim.  Airbnb says it was due to "mold" and "faulty workmanship"  (even though the home is 5 years old... and was in perfect condition before these guests!!)     I call BS on AirBNB.   

[Charles111]

Kevin, Airbnb's excuses are simply Pythonesque! 

[T-J-26]

I had a recent guest that stayed with his wife in my guest house and let 11 18 yr old beer drinking boys have the main house.  They did over $2500 in damages, ruining the sheets/bedding in 4 beds, broke a coffee table and scratched two other tables.  They also put 3 holes in one of my dad’s paintings from 1972.  My dad was a high school art teacher, life long artist, and has always produced high quality art.  I documented everything in the resolution center as instructed.  They assigned a resolution center specialist who didnt even look for my entries in the system until I responded a number of times through email.  And she said she tried and was unsuccessful contacting me on my cell phone.  When no one including airbnb support staff have a problem contacting me there.

I am also ready to contact a lawyer as airbnb is not honoring their commitments to hosts.

If you have valueable one of a kind artwork.  I suggest replacing it with something less valuable as they are not currently compensating me for the loss.