Damage Claim = Bad Review??

[Pamela853]

Anyone out there have advice on how to handle the occasional damage claim and NOT receive a bad review?

I almost always absorb damage as basic wear and tear (especially when guests notify me of the damage). I have filed 2 damage claims in over 100 guests hosted, but both times guests who noted what a 'lovely stay' they had at check out, ended up leaving poor reviews once I requested reimbursement for damage.

I frankly don't care about the written portion of a review, that can be responded to, but the low star ratings take ages to recover from. Think I've had 73 reviews- 71 are 5 star, 2 with less (a 2 and 3).  The 2 lower star reviews were for the stays with damage claims. So, my thinking is 'file a claim, get a bad review'.

Recently, I found myself calculating how badly a low star review would affect my ratings before I filed a claim-the guest was so aggravating (indignant at a request to return antique glass items she had taken from the house (her toddler had "enjoyed" playing with them and wanted to keep them)-literally got a message that I shouldn't have things in the house I minded being taken -(????)- and figured I'd take the hit (had to replace a urine soaked mattress -I double wrap with thick pad and waterproof protector, but it was still soaked through). Guest insisted her 3 year old would never wet a bed, it must have been like that before they checked in. The why of the claim isn't the issue, it is the struggle around the fairness of getting reimbursed for damage weighed against the ratings hit.

Any chance Airbnb has considered removing star ratings when there are damage claims? Seems like if you have to go to the trouble of making the claim (instead of a guest offering to pay for damage up front), the star rating inevitably reflects the guest's irritation at being asked to pay for damage rather than an honest reflection of the stay. Airbnb makes so much ado around the Host Guarantee, but the review system seems to intimidate hosts from making claims. I get needing to be realistic and accept minor breaks and spills as a part of business expenses, and not filing frivolous claims, but... when guests cause damage outside of norm, it feels unfair a host risks a ratings loss if they file a claim.

So curious how other hosts handle this dilemma. Trying not to be a slave to the  ratings, but... the system is irksome.

[Pamela853]

It is so strange to live in the world without HM The Queen in it. Read yesterday that 90% of all humans on earther were born during her reign. A humbling statistic.

And yes, I can see how laws would differ between renting a portion of a residence vs. a stand alone unit.

At any rate, very much appreciate all your time and thoughts! Be well...!!

[Anonymous]

@Pamela853   The  candor and fairness of your review of this guest was exemplary. Hopefully you won't have to write any negative comments again anytime soon, but one warning if you do:  aside from the guidelines listed in the review policy, there are a few topics that are known for getting hosts' reviews deleted. Those include any mention of sex, drugs/intoxication, and anything that could be construed as an accusation of a crime, but the other big one is bodily excretions. The word "urine" would be enough to get your review wiped off the record if the guest complained.

[Pamela853]

Andrew, can't thank you enough for this advice- had no idea mention of bodily fluids was taboo, but of course it makes sense. Hope not to deal with this again, but your advice will be remembered if I do.

So many thanks!! pamela

[Shakira17]

I'm new to hosting.. does Airbnb reimburse or do you carry extra insurances?

[Huma0]

@Shakira17 

There is no guarantee that Airbnb will reimburse. You have to apply for it and follow a certain procedure. That procedure includes first requesting money from the guest (no way to avoid that) and only when the guest refuses or ignores the request will they consider it as a claim under their own Aircover.

See: https://www.airbnb.co.uk/help/article/937/host-liability-insurance

Many hosts will have additional insurance policies, which is wise. However, bear in mind that a lot of home insurance policies do not cover Airbnb rental or other STR, so you need to read the fine print and make sure you get the appropriate insurance.

[Tatjana125]

I just had a similar situation, guests (without any reviews so far) stayed with us, they were extremely sweet and pleasant, but when they left, I noticed that the bed was exposed to an open fire, but, luckily, there was no fire in the house. The sheet was burnt, as were the blanket and linens. Probably iron, but also might be smoking in the bed and the lighter (I have no evidences however, except that they were smokers).

I haven't said anything to Airbnb yet, I haven't told them either, but I wrote in a private message along with my review that I give them 3 for (not) respecting the house rules, because the rules are clear - if damage happens, they are obliged to inform me about it. They didn't. The damage is about 70 euros, I earned from their stay that much, so I'm not in the red, but I'm not in a good mood either.

I decided that it is better not to tell them anything before the end of the review period, since I learned that can affect my reviews . 😞

Off topic: I found it especially interesting about them that they read everything about my listing extremely carefully, all 40+ amenities and they looked and asked for literally everything, they checked each and every amenity  mentioned to see if they had it available...