Broken frame

[Mat38]

Hi all,

Unfortunately on the last night of my 7 night stay at an airbnb I had an unfortunate experience. 

The room was situated at the end of a very narrow hallway at the top of spiral stairs, with a door halfway through. As I opened the door my bag must have caught onto a frame hanging on the wall, causing it to fall and break in some areas. The painting is fine, however the frame is damaged. According to the owner this is an 80 year old painting, although the original price is not high he mentioned restoration costs of 500€.

I understand this is my fault, although completely accidental, I told the owner straight away and cleaned up what I could. However I do also feel that a valuable item should not placed in such a vulnerable position when receiving guests. 

500€ seems extremely high, what do you feel would be a reasonable course of action in this case? Reimbursing the original cost of the painting does seem fair to me, but obviously this is not something that can just be replace either.

Any help would be appreciated.

Matt

[Elena87]

@Mat38

Airbnb exclude 'fine arts' including painting and antiques from their host guarantee, for good reasons, valuable items shouldn't be accessable to guests.

It's difficult to accept that guests should be substitute insurers for the host's antiquities.

Valuation is also subjective, just because it is 80 years old, doesn't mean it that it is automatically valuable.

You can ask the host questions about proof of purchase receipt, quotes for repairs, indeed if they have the frame covered by their own home insurance - to shake out any extortionate host claim made without basis.

Certainly airbnb can mediate between host and guest after 72 hours through the resolution centre with considering both sides of the story.

Maybe you can offer to buy a new 'new' frame? 

[John1080]

@Mat38, it sounds like you have taken responsibility and you want to do the correct thing here. If you feel the price is too high, I would make an offer to the host in the amount you think is reasonable and which you're willing to pay. Go a bit lower than what your max will be, so you and the host can negotiate a bit. 

It will be better to handle this before it goes to Airbnb for mediation. 

[Mat38]

Thanks for the advice, why do you think it would be a bad thing for the matter to go to airbnb for mediation?

[John1080]

@Mat38, it's more of a hassle and they could end up siding with the host, whereby you'd have to pay the cost he's asking or have your account deleted from Airbnb. 

I would decide what you think it's worth paying to do the right thing and make the offer to the host. 

[Craig178]

Mat, I believe that you should contact Airbnb and fully explain the situation. Questions that I have about this matter.

Was the picture in this super expensive frame hung in the safe and proper place?

Was the guest even aware that there will be such antique staff in the rental?

Is there a proof that the frame costs that much - 500 euros??? Really? And the host does not secure the picture when it is hung...

Is there a receipt that proves the price of the frame? (you might get answer that the frame was passed from generation to generation). In this instance, a host has to provide a legitimate appraisal from a very reputable place.

If the host can't provide either a receipt proving the price he/she paid or provide an appraisal from a reputable place, I would either buy a new frame or pay the host for the frame that fits the size of the picture.

[Craig178]

Hi Mat,

I personally would contact to Airbnb for advice about this situation. First of all, a host should not be placing valuable things in the rental house, especially in the areas where it can be easily damaged. I thinks that a host has to be absolutely transparant in  his/her listing letting guests know about valuable and fragile things in the house. The driveway leading to my house is rather steep, that is why I tell all my guests prior to booking and after they book that "cars with low clearance can get scratched". Also, not every guest is ready to experience the stress of being surrounded by valuable things, which can accidentally break.

I would contact Airbnb and would ask them for advice to handle this situation.

Craig

[Linda108]

@Mat38  I am inclined to agree with that allowing Air BNB to mediate is best.  Both host and guest pay fees to Air BNB for such a service.  

[John1080]

I've seen a few people mention that hosts should not have valuables in their space. We should strive to furnish and use whichever decor we believe fits our space and which we feel presents the best possible atmosphere for guests. 

Perhaps hosts should not put a valuable painting and frame, but that is their choice and it in no way invalidates a claim from the host if a guest damages the said item. In the end, it is the responsibility of guests to not damage property and even when done by accident, the fact that it is an expensive item does not lessen the guest's responsibility nor does it become the fault of the host. 

[Linda108]

@John1080   Like I am sure you do, I strive for my guests to have the best experience , and would feel terrible if a good guest such as @Mat38 accidently broke a valuable decor item.   I would rather minimize the possibility of such a loss and have decorated accordingly.  While I agree that a host should be able to decorate as desired, Mat has described a situation in which the host's picture placement increased the likelihood of an accident. Guests are unfamiliar with the host setting and are more apt to have an accident. 

Of course if there is blatant carelessness  or malicious intent on the part of the guest, I would be sure to claim damage.  However, since most items in my home are not that precious, I would be more inclined to waive a claim even though I have listed a "security deposit".  I would rather the guest end their stay with me on a positive note then with a claim hanging over their head.  😄

[Craig178]

I agree Linda. I also like fine things in the house, and which I make available for my guests. I am always open with my guests and let them know about various amenities in my house, so they could make a decision if my house is stress free for them when they travel with little kids.

Pictures and other things are really secured in my house to avoid such situations. I personally believe that the guest should not be responsible for the damage in this case. Such expensive item was not placed in a proper and safe place. I believe that if it is such a pricy picture/frame, it should be insured and that the host has to contact his insurance. to file the claim.

[John1080]

@Linda108, Unfortunately, the incident has already occurred and this is not a hypothetical question, but one happening now. 

As per Mat's question, since the incident has already occurred and since the host has already made mention of it, it appears he intends to pursue the matter. Should the host have an antique frame in a vulnerable spot? Probably not, but the point is that that doesn't lessen Mat's responsibility to pay, which he has already acknowledged.

Since Mat has made it clear that he is interested in doing the proper thing, he should, therefore, make an offer instead of waiting until the host escalates the incident, where he may very well end up having to pay the full asking price. I would guess the host will be interested in settling as well, and that is what I would do both as a guest and as a host. 

Personally, I have only had to make one claim. In that case, it was not a mere accident, but one where the guest waited until I had left my positive review before telling me that the flue on my wood stove was broken -phrasing it in a way to minimize his involvement. In that case, I did push him to settle and after a few back and forth messages, he agreed. 

Hopefully, the host can learn from this incidence as well that he should be placing antique and valuable art in a place where someone cannot bump into it. 

[Mark116]

Yes, but realistically, those people who have $10,000 leather couches, $5,000 rugs, antique china, and expensive original art works are not only asking for trouble, but they are very, very unlikely to get even a fraction of the value through airbnb's claims system if something is damaged.  

[Craig178]

What I mean in my previous response was that a host should mention in his/her listing that there are fragile and breakable things in the house. I have a chrystal chandelier in the dining room, vases that can be easily broken, white linen. I explain it in my listing and use photos to show breakable things, so the guests would be informed prior to booking the house. What I meant to say is that guests should be aware of fragile and breakable things in the house prior to booking it.

Thanks

Craig

[John1080]

@Craig178, yes I agree, we all need to do our due-diligence to prevent mishaps and providing as much information as one can is a great way to do that.  I wish all guests were like the OP, wanting to do the proper thing in an event of a damaged item.