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.

[Patrick1399]

I have recently experienced guest(s) that vandalized my apartment in Brooklyn.  They booked it a second time not long after the first reservation under a different account, that apparently they stole as the owner of the account texted me during the reservation that he did not make the reservation. Airbnb did not acknowledge that the guest was fraudulently booking.

Between the 2 reservations, not only did they trash my apartment by having a party, they vandalized it. Broke all the drinking glasses, grinding glass into the flooring. Flushing broken glass down the toilet. Smoking all over the apartment, with drug paraphernalia and ash stains throughout the apartment. Wine stains all over a lot of the furniture. Cereal thrown everywhere around the apartment. Cut the leather futon with a knife. On both occasions they stole the keys.

Locksmith alone has been several hundred dollars. Trying to buff scratches out of the flooring. Had to remove and reseal the toilet to get the broken glass out of it.  I have photos, videos, and invoices for all the repairs and damages. And the Airbnb Host Guarantee offered me $50.?!?!?!?!?

After 12+ back and forth emails including photographic evidence of serious damage to furniture, walls,  flooring, a hole punched in the wall! ... this was their response... 

"After careful review of the information submitted, we’ve concluded that the reported damages are due to wear and tear."

This was a response after endless emails requesting more and more documentation, which I provided. Including official invoices from registered companies that did the repair work. Their response for all 4 companies that did work to repair the damages.... "the accounting department could not validate the invoices???"  For all (4) companies, that are licensed, registered with the state of NY. Providing Invoices, proof of payment. Phone numbers, websites if they want to verify.

With all this said, the actual damages from this guest is easily in the thousands of dollars. 

I am looking at pursuing Arbitration through American Arbitration Association per the Terms of Service agreement. Has anyone done this before? I am willing to pay the fee as I am determined to win. And I have so much evidence. If this claim does not get covered by the Host Guarantee, what evidence must a Host obtain to get reimbursed?