Guest staying at my home recently damaged one of my kitchen cabinets by positioning a source of heat, like a candle, underneath the cabinet. It warped and ceacked the laminate; the cabinet is a total loss and needs to be replaced. Kitchen is brand new, was installed less than a year and a half ago. I collect a damage deposit of $500 with each reservation. I submitted photographic evidence the same day after the guests checked out. The resolution center asked me for the original reciepts, which I provided, along with the detailed explanations of what happened.
I thought I had a very well documented case. To my surprise, I get an email from resolution center case manager, informing me that "after careful consideration" they deem the damage to be "wear and tear". I was shocked! The laminate cracked and peeled off, exposing bare wood and leaving an eyesore in my kitchen.
I called the customer service center and tried to reason with them, but got nowhere. At some point, the customer service rep told me that I had a valid point, but his hands were tied. I understand that Airbnb's philosophy is not to support the homeowner and protect the tenant at all cost. That same philosophy is widely accepted in San Francisco, where Airbnb is headquartered; the landlord is viewed as a money-hungry shark who gauges its tenants.
That is why I canceled all reservations on Airbnb and will be advertizing only with its competitor. If homeowners vote with their feet en masse, I am sure Airbnb will get the message.
