Damages to my Home

[Adrian-LaTrice0]

I had a guest report damage to my home. I notified Arbnb immediately (within an hour of his checkout). I followed the Airbnb procedure and after weeks and hours they DENIED my claim. I informed the agent that the guest would not ADMIT to the damage. Per the policy and procedure I contacted the guest and they denied. I elected to involve Arbnb and relying on the Host Guarantee to repair the hole in my wall. I am so disappointed again, in Arbnb protection of their hosts. Being protected from damages like this is the CORE of the Host Guarantee, but many hosts say the same thing - Arbnb will not protect us. Besides the normal resolution methods and filing an official complaint, I would like to know if this is continuing to happen to other Super Hosts - or if someone has actually been helped by the Host Guarantee. I am losing faith in this venture.  

[Helen3]

Why did they say they wouldn't consider the claim @Adrian-LaTrice0 ?

[Adrian-LaTrice0]

@Helen3 Helen, the first time they said because the guest "discovered" it. 

The second time they told me because I wasn't able to determine who actually did the damage. I really have never met a guest that would admit to putting a hole in the wall. Since you are experienced and have many years of hosting, can you refer me to anyone?

[Helen3]

Hello @Adrian-LaTrice0 

Sorry still not clear here. You said you had a guest report damage to your home.

1.  Are you saying a new set of guests arrived to find the damage done by a previous guest? If that is the case and you didn't pick up the damage in-between the guest who caused the damage and the new guests, you will have invalidated your claim.

2. If there was only one set of guests staying and you claimed for damages before the next set of guests stayed (see T&Cs for Airbnb guarantee) then it sounds like you have a valid claim.

I have never had to make a claim through Airbnb so don't have any particular expertise I am afraid that could help you.

If you case was situation 2 outlined above then I would appeal against their decision.

My only other advice is that the Airbnb Guarantee is so limited in its scope that hosts should take out their own insurance for STRs to supplement it.