Hi @Maria538
So sorry to hear about your experience and understand your feeling frustrated.
Airbnb is a booking platform.
The short answer is that as an Airbnb host, you do need additional insurance.
Hosting with any natural frequency is likely to void your current homeowners' policy, and Airbnb's protection is inadequate.
Do consult with your local insurance agency for additional protection and the insurance procedures.
Conclude your calendar to,
- Advance notice: At least one days or more
- Preparation times: Automatic block your calendar ( one day or more ) before and after every reservation
To assume, you should reach out to the responsible guest immediately when you discover something has gone wrong. Specifically, you need to contact them either 14 days after checkout or before your following guest checks in, whichever comes earlier. When submitting your request using the Resolution Center, please include a description of the damages, photos of the damage, support for the amount claimed, and where applicable, the age of the damaged item. The clarity of your request and the support of that request will significantly improve the odds of resolving your guest's situation using the Resolution Center. If the guest is not agreeable to your request, proper documentation will streamline Airbnb's process to review and make a decision.
Q 1: What if I can’t get any documentation/quotes needed by the request deadline?
A 1: It’s best to report issues as soon as they happen. This allows for a timely guest response and a comprehensive review of the scenario. When damages are reported weeks or months after the occurrence, it’s often difficult to get in touch with the guest and the documentation is no longer fresh or actionable. Airbnb can send a third-party claims administrator to help evaluate the damages. If it’s a busy season for you, Airbnb recommends at least letting your Airbnb Resolution Center representative know that.
Q 2: To claim the Host Guarantee, I have to do it within 14 days after the guest departure date, but I don’t have the time and money to replace what the previous guest damaged before my next guest arrives. What should I do?
A 2: In this scenario, please report the occurrence as soon as possible, either through the Resolution Center or through contacting Airbnb directly. Airbnb support staff can assist in rebooking the guest as necessary, review damages, and consider if you’re experiencing booking income loss as a result of the occurrence.
Q 3: How do I get money back from the Security Deposit for damage?
A 3: You must first contact the guest through the Resolution Center. Once your request is posted, the guest can accept the bid, offer an alternate amount, or decline the request. If the guest agrees to your request through the Resolution Center, the amount requested will automatically be remitted to you within 24 hours. If the guest does not accept the request, you or your guest may ask that Airbnb mediate a resolution 72 hours after the request has been published. An Airbnb representative will review the claim and decide. In cases where a security deposit award is made, they’ll communicate the amount to be paid and will process a payment to your preferred payout method on file.
Q 4: What’s the point in having a security deposit if we can’t use it? Why do we need the approval of the guest for it to be paid out?
A 4: This community is based on trust and good faith between hosts and guests. Airbnb wants hosts and guests to be protected from the misuse (of property and also of claims). Airbnb's intent will mediate in the resolution of claims if an agreement cannot be met within the Resolution Center. This is intended to ensure a fair resolution for both parties.
On the Airbnb help page, where you’ll find articles such as the below.
Host Guaranteed
https://www.airbnb.com/d/guarantee
Host Protection Insurance
https://www.airbnb.com/d/host-protection-insurance