Claims Dept Help

in
Maryland, United States
Level 2
585 Views

My guest had a raging party last weekend, they had a blatant disregard for every house rule. They trashed the floors and carpets, took house ware and broke appliances. I have video, texts with the guest, pictures and a police report. The guest declined to pay so I submitted the claim to AirBnb directly. It has been very difficult working with them, I get multiple emails  from them asking for the same information, they even asked me to resubmit the claim, which I can't. They don't get back to me when I reply.  I cannot get a straight answer from them. Has anyone had a similar challenge submitting claims??  

7 Replies

Re: Claims Dept Help

in
NY, NY
Level 10

@Chris-And-Hebah0  That's terrible, I'm so sorry to hear it - your place is lovely.  Yes, many hosts here report frustration getting claims settled.  What have you claimed for?  If you list the claims you've made and the steps you've taken, maybe other hosts can help with tips.  I've found that it's easy to get a claim settled when you purchase a replacement immediately and submit the receipt.  Stolen items might be harder to claim; repairs can be difficult because you need to get an estimate, get the work done, and get a receipt all before the next guest checks in.

Re: Claims Dept Help

in
Maryland, United States
Level 2

Thank you Ann, this is incredibly frustrating. After I finally spoke with someone from Airbnb this morning, they confirmed they have everything from me, I answered additional questions. They then sent me an email asking me to start a new claim?? I have the estimates, receipts and the work is done since I have another guest coming in this weekend. All I am asking for is a refund for the extra cleaning, cost contractor to fix the appliance and carpet shampooing...$525. You would think they would be more efficient at this. 

Re: Claims Dept Help

in
Stockholm, Sweden
Level 2

@Chris-And-Hebah0 @Ann72 

I have a huge problem with Airbnb, have had more than 100 guests and have loved it. Never any problems and I have earned Superhost status with 5.0 in terms of customer ratings.However, I recently (7th of Oct.) had a guest where I immediately discovered urine in the bed after check-out. The mattress cover and mattress was still wet, yellowish stain and smelly. The bed is the Swedish brand, Hästen, handmade and extremely exclusive. The mattress is ruined and must be replaced immediately since  I had a new guest arriving in two days. I contacted Airbnb, I did forward a claim and submitted pictures, invoices. My claim has been turned down, with the mo0tivation from Airbnb: "Based on the extent of the damage to the mattress our accounting department has deemed the mattress as usable for other guest and can not be paid out under the Host Guarantee." and "Because the item claimed was considered ineligible for the Host Guarantee, and for this reason the security deposit will not be engaged for this concern.". So, whom would like to sleep on a mattress soaked with human urine?

My conclusion: there is no "security deposit"  it can never  claimed, nor is there any "host insurance" , it is all a marketing delusion. So, do not expect to get anything!

Christina

Re: Claims Dept Help

in
Oklahoma City, OK
Level 2

I recently had a guest check out on December 31st, who admitted in her messages to staining sheets/blankets/pillows. I requested a reimbursement from her on the 1st, after attempting to wash the linens. It took me and my cleaner 5 hours to get the house clean. I attempted to recoup $480 for damages. I had a back to back check in the same day she checked out, and submitted the reimbursement request on the 1st. Due to Airbnb's "policy" they're saying they cannot refund me anything because I made the claim "after" the next guests checked in. RIDICULOUS. I attempted to wash the linens in order to know if I needed replacements or not, and yet me being responsible and attempting to limit the amount I needed to request caused me to get ZERO refund for these damages. Airbnb's claims department is a joke. They'll find anything they can to insure they don't pay out. I'm about to remove my house from the platform. There's no safety net for hosts and don't expect payment from Airbnb for anything damaged by guests. I have had two other claims previously that were paid out, but it took 3 weeks for one and a month and a half for the other. All the while I had to foot the bill to replace damaged items and property for the guests who were booked during that time. Shame on you Airbnb.

Re: Claims Dept Help

in
Chippendale, Australia
Level 4

So sorry about your experience, I agree, the time frame to make claims is silly for hosts who usually have back to back guests, I have 3 hours between check out and check in, and when I have to replace stolen/broken items and arrange to get cleaners in for extra cleaning, its barely enough time to do that, let alone file a claim. I have had a similar experience, where guests took and damaged quite a few items and I prioritised getting the place 'restocked' and ready for the next guests, rather then putting the claim thought, which I did just after 2pm (my check in time) and Airbnb said it was out of their timeframe, so they wouldn't help... and my next guests were actually not arriving until after 4pm, but Airbnb claimed that the advertised check in time was what they looked at. so frustrating....

Re: Claims Dept Help

in
Myrtle Beach, SC
Level 2

HELP!  We had a guest who caused massive sewage backup in June.  Our property down for 3 weeks, lost revenue, new carpet needed and furniture. I have submitted everything to claims but no one will call me back??Does anyone have a suggestion on how to move forward and get claims to contact me?

Re: Claims Dept Help

in
Bristol, United Kingdom
Level 10

Personally on a large claim I would make the claim on your specialist home insurance for STRs as The Airbnb Guarantee is very limited in terms of what they pay out for @Deborah1040  

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