Airbnb host guarantee a joke!

[Becky202]

I have recently hosted some guests who deliberately damaged my home, specifically the contents of it, to the extent of about $4000. I followed the Airbnb protocol: I called and opened a case file as soon as my property manager informed me when they entered the home to clean, I listed over the phone as much of the damage as I was aware of, I completed the online form, and I forwarded to Airbnb all photos and email communications that I had with my property manager regarding the damage. They have offered me compensation of only $250! They requested a picture of the stolen items.......what? They wanted proof that we had tried to wash the bedding ........how can you provide proof of that? The guests cut some of the bedding (I sent a picture of that) and left the rest smelling so badly of smoke and marijuana that my property manager did not feel that they were salvageable, so I had to replace them. I submitted receipts dated that same day from my property manager who had to immediately had to go out and replace all bedding for a 5 bedroom house. Some of the finish had been picked off of the arms of my chair and Airbnb said this was just wear and tear. My pool table was damaged and even though I sent a picture of it, they want a video of someone playing pool to show that the balls won’t roll straight! They wanted proof that we had tried to wash some pots and pans that had to be thrown. Again, how do I show proof that washing had been attempted? I sent them my extra costs for cleaning and maintenance and they were completely ignored. This is just a small example of some of the deliberate damage that they caused. If I had booked these guests myself, through my property manager, I would have their credit card on file and would be able to recover at least some of my costs for damages. But because it was booked through Airbnb I have no recourse. 

As hosts, we are the foundation of the Airbnb platform, yet we are treated terribly when we need something from them. I have been doing this for almost 6 years and have never had this experience with guests before.

[Kate-And-Your-Host-Gina0]

We are sorry to hear that this damage is continuing to happen and travelers are not being held accountable by AirBnb. We have sustained damage twice in the last 2 weeks and with no prevail. I am shocked to learn that significant damage like yours is not being reimbursed. 

We are so disapointed with the AirBnb process for damage claims, we felt the need to share since ABB  has refused us in our recovery costs. Apparently we were unclear of the process as we had read that we had 14 days to process and file a claim for damage. NO, not the case if you have a back to back. Which means you have to document, clean, get estimate and gather replacement costs all in a matter of minutes prior to the next guest arrival. Technology should be our support for these claims date/time stamps on photos should serve as evidence of damage regardless. We lost over $400. Guest never replied, never acknowledged any of it. Today we experienced more damage just 2 guests later and again we had a back to back. We submitted our claim anyways. Not as significant however roughly $250 none the less. We firmly believe that travelers are not held accountable for their actions while sharing space from Hosts. We ultimately suffer the damage and cover the costs. Its ridiculous. We have no control over deposits, therefor there is no accountability and I am starting to think some of these travelers know they can get away with it. We do have amazing experiences with most, however those few are really ruining it for everyone else.

We also learned yesterday that we chose to change our listing to instant book so we could decline a reservation we were uncomfortable with. We then chose to click the box under booking requiremens that clearly says " recomended by other hosts and have had previous travel". Well, according to customer service we will still get those requests to book, Waaiiiiit for it, even though we have checked the requirement to only accept instant book from travelers who have been recommended by other hosts. Customer service says we will still send those requests to you so you can decline them on your own. Well why would you give us the option to check a box that clearly says "recommended by other hosts and have traveled before with ABB"? Then when we do decline we have to explain to not only ABB as to why we are declining, we also have to explain it to the guest who wanted to book!!??

The other concern we have is occupancy, we are permitted to accept a maximum occupance of "8". period! Our county, fire, has a mandated max persons permitted to stay. This includes "TODDLERS and INFANTS". We cant have 8 adults and 6 toddlers or infants. ABB has decided this on their own and do not consider that each state, county and vacation rental permit process has there own requirements? Its obsurd. 

Does anyone have any knowledge or tips for how to handle any of this? Nobody seems to want to help us or resolve recovering damages when rightfully documented. Wondering if anyone else has occupancy limits that is being bypassed by airbnb that could ultimately have our permit revoked. Sincerely, rental frustrated!

[Sandra126]

@Kate-And-Your-Host-Gina0, why can't you tell your guests there is a legal max of 8 regardless of age? End of story. My max is 5, that is what I tell my guests. No problem.

[Kate-And-Your-Host-Gina0]

Hi Sandra, Thank You for your feedback. We do have a max set for 8 total guests, however at the bottom of the request you can see "infants and toddlers" are not counted as guests.   This is an oversight as occupancy max is the max and therefor when the request comes through they dont have check infants and toddlers so lets say they have 5 adullts and 6 toddlers. We would be over our permitted maximum occupancy by 3.  We are only 1 year into ABB and learning everyday, however they dont take into account what specific laws are required for host in different, states, counties and cities.  We tried to communicate this and it fell on deaf ears.    See the ABB policy below. 

Infants (children under 2 years old) aren't counted as guests when you're booking a reservation and don't incur any extra costs.

[Sandra126]

@Kate-And-Your-Host-Gina0, Yes I know, but you can tell them yourself. Max 8, total which includes infants for legal reasons. Strict, no exception. Law is law.

[Kate-And-Your-Host-Gina0]

Right, however when the instant book comes through and it shows 5 adults how would we even know how many toddlers or infants they have since ABB does not require them to include that in their guest total when submitting the instant book? It could be 8 adults and 2 infants and 4 toddlers. Because ABB doesnt require them to include them in the guest total either 1) we wont know that they even have them 2) would get reported for cancelling the request since ABB does not require them to include toddlers and infants in their guest total when booking.  I have been told by other hosts that if you go against ABB  requirements they can or have suspended listings. 

[Ange2]

@Kate-And-Your-Host-Gina0    True, guests can have up to five infants as a freebie and airbnb do not require that they mention it (btw: since when is just shy of two years old considered an infant?), not counting towards guest maximum. 

All I can think of is to write in your rules, and in all your messages to guests,  8 guest max.,  or to be more precise 8 human beings and ask them to confirm that is correct. (I assume Airbnb consider infants to be human beings).  If it's written in your rules you can cancel according to Airbnb policy.

Better would be to get them to cancel because they are intending to break your rules (or break your rules on arrival with a party of more than 8 human beings) so you do not have to call CS to get a resolve from Airbnb.

[Branka-and-Silvia0]

@Kate-And-Your-Host-Gina0  well, the easiest way is to set no infants in your house rules. Then you can add you will accept infants but only if they are booked as children or adults and charged.

@Becky202it seems damages up to 250$ are paid by ABB but over this amount... it's a battle...

there are hundreds of posts about damages here on CC and over the internet and all of it could be avoided if the real security deposit is collected by host or by Airbnb.

[Jeff--Janet-And-Your-Hos0]

Becky, funny you say that as 2 guests ago we suffered another damage of $415 and ABB did not pay it.  We are learning there are many many hosts absorbing the losses due to the deposit policies. We are using their platform and paying a service fee. Deposits should be held by the owners who are renting their assets. Recovery process is daunting and frustrating.  Thank You for your feedback. 

[Alice595]

@Becky202I had claimed damages from a guest who booked three guests and held a party for more than 10 people at least because there were 25 empty bottles of liquor left by them in my house in addition to many cans of bear.

When I submitted my claim for extra 7 guests because I charge $20 per person after 3 guests. Airbnb CS asked me for proof of extra guests stayed overnight. How could I provide that proof? Do I need to go to their party and take photos while those guys finished party and slept there? It is ridiculous.

[Branka-and-Silvia0]

@Alice595  and 25 empty bottles were not a proof?

[John2340]

Hi Guys,

I'm a new ABB host, only a few months.  I had my first issue last week.  Theft, damage, condoms a huge party.  I have tried to claim over £1k of damages and still waiting any respose from the resolution centre.  Just one generic email, its so frustrating. 

Depsite all this, I feel like im in a good postion as I have had a Ring doorbell installed and have most of the theft, smoking and general dabauchery on camera.   My advice is get a video door bell installed.  I'm sure you will have a better leg to stand on if you have any other issues.

John .

[Alice595]

@John2340 I have video doorbell as well. But those guys shut off the router. The video doorbell was recording and store in cloud. Without internet, no recording would be transmitted and stored.

[Alice595]

@Branka-and-Silvia0  It is not a proof in Airbnb CS eyes. They indicated that I have to show they slept there overnight.

[Branka-and-Silvia0]

@Alice595   

it doesn't metter  if they were sleeping, partying, dancing or watching the TV because you are charging per stay, and you don't allow visitors, only paying guests can enter and use your house.