Damages

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Damages

Re: Case ID ***

 

I had a guest that checked out on Friday morning May 20.  He damaged the storm door. He sent me an e-mail that it happened.  I had my maintenance guy check on things and make temporary repairs.  We've ordered a replacement door.  I had to get several bids.

 

I submitted a claim, ID above, on the 20th, including a photo of the damage.  The guest is traveling.  We've exchanged e-mails but have not reached a resolution.  The AirBnB rules say that the owner and the guest should attempt to resolve things between them before involving AirBnB.   

 

This guest always takes a few days to respond even under normal circumstances, but this is a holiday weekend--and I think he is still traveling. 

 

On May 24 I got an e-mail from Scott M that my claim had been submitted.  I tried to e-mail him with an update on my progress/or lack thereof, with the guest, but it is a no reply e-mail.  Today I got an e-mail that since it has been 5 days, and I have not submitted a claim, they are not able to provide any help.  Again, it is a no-reply e-mail. 

 

The door was special order and rather expensive-more than the guest paid for lodging. 

 

I did submit a claim--the ID number is above. 

 

I don't know what to do now.  Maybe Scott M will see this.  

 

 

Top Answer
Clare0
Level 10
Templeton, CA

@Rebecca55 Your guest not responding to you is complicating things, for sure.  Unfortunately there are no Airbnb staffers in this Community, only fellow hosts helping out.  I would advise contacting Airbnb again, preferably through twitter @airbnbhelp since they tend to respond faster.  The link below also describes all the ways to get in touch with Airbnb:

 

 

View Top Answer in original post

36 Replies 36

@Paula327

 

The Host Guarantee is not Insurance, the terms are very restrictive and the implementation more so.

 

With a sizable claim is this something you have reported to your own Insurers?

 

There is an arbitration process, most incidents seem to be dealt with or not by email, I have seen a couple of cases where an Adjuster was mentioned but for a lot more.

 

Otherwise try Twitter or local Media.

 

 

David
Paula327
Level 2
Brainerd, MN

Hello, My name is Paula & I am very frustrated w/Air B & B. I have had 1 booking & it was a long-term guest that was nothing but trouble. First of all, they booked it under their personal acct. even though it was a business trip. Refused to fix it. Then when these workers left There was multiple damages & Air B & B is refusing to back the Host Guarantee. I am so frustrated. The dept they switched me to has no phone, so they say. The agent has only responded 2 times in the 1st 3 weeks by email & doesn't offer any other info.  I have provided receipts, photo's & The agents & managers that do answer the phones for air b & b state that they can see the info I have sent.   Yet this other agent claims I haven't complied with the terms so my claim is denied.  Now after the 30 days, the time frame is up she includes a link with directions on how to file a claim? I am wondering if anyone out there has dealt with a claim beyond the resolution dept? Because this claim is over 2500.00.   The workers destroyed our counter tops & sink in the kitchen as well as the washer & dryer, plus their Forman smoked cigars in our home. This is unbearable what I have gone through, plus losing a loved one & requested more time to work on the requested info. which by the way was denied.  I have asked for an adjuster to be sent out or a call from this insurer? But I have received no phone call from anyone.  Please help any way you can.  I can't even get a response thru for a supervisor of this so-called agent that is blocking my email attachments.

Airbnb will not protect your property from damage.  They always side with the guest.  It's shocking but true.  You can have a guest burn your house down and they won't blame the guest.  Beware.  

Seriously?  so if a guest leaves the stove on and causes a fire due to negligent you are on your own? because that's pretty much what happened to us minus the fire, only a flood and ruined pergo floors

Summer35
Level 1
Memphis, TN

I have been dealing with my issue for 6 weeks now, and they basically say take the $66 or leave it. Read my THIRD email to them below and their response to me below that. If I didn't love 99% of my guests, then I would be so through with Airbnb.
 
Hi,
 
Again, I am very disappointed by this assessment and the response. I love being a host, and you can see by my reviews that my guests enjoy my home and appreciate me. As I'm sure you are, I am so ready to have this resolved and hate that I ever had to deal with this. I truly felt that you all would handle these situations more fairly for your hosts.
 
Instead, I feel like I am the one being punished for the violations of one of my guests. Not only do you see photos that I provided after the damage, you saw VIDEO from social media of the party, smoking, and violations that caused the damage as they were happening. I understand your policy on covering appearance over structure damage, but $66 will in no way help to fix the appearance of the table as it was burned through several layers. My back door and wall paper damage was NOT the result of normal wear and tear. My back door was BROKEN by these guests and will now not shut completely. The wallpaper was intentionally peeled.
 
Denying the carpet issue is fine as I realize I didn't have time to get an estimate for that and didn't report my front door alarm sensor that they had to have intentionally removed and broken too.
 
When I signed up to be a host, I felt secure because of your insurance policy. However, it is a big problem to me that these guests could violate my rules so egregiously, cause damage to my house and you don't enforce them compensating me nor do you compensate me in a way to have any of it repaired. And, you protect them by not telling me that they have any consequences for:
 
-ignoring ALL of my house rules
-smoking in my house causing my next guests (and me) to deal with the smell of smoke (and other damages they caused)
-ruining the surface of my dining room table with burns from a hookah stand
-breaking my back door
-breaking my alarm sensor
-damaging my carpet
-pulling up my wallpaper
-leaving tons of garbage in my house
-leaving a used condom in my gameroom sink
-costing me valuable time trying to remedy the problems they caused, getting estimates, and go back and forth with you
-and more
 
How do you expect me to trust you when you say you take these matters seriously when you offer me $66 and don't tell me anything the guest is having to pay or do?
 
Again, what do I need to do to make sure this does not happen ever again? I already have the before and after photos of my house. They are in my listing. So your recommendation of before and after photos did not help me at all. Would requiring a security deposit for each guest ensure that I am compensated fairly if they cause damage? Again, I ask that you please reconsider your determination to make this right for someone who enjoys being a host and needs to feel good about my experience with not only the guests but with the company providing these opportunities.
 
----
Their FINAL response (they say)-
 

Hello Summers,

xxx again from Airbnb, Trust and Safety Specialist.
Summers, again, I understand this is not the outcome you were hoping for.

We do our best to fairly and reasonably mediate these cases. In our efforts to be objective, keeping in mind that we were not present during the reservation

The reason for the denial of the claims have been informed in previous emails and has stated before, The issue was reviewed by my management team and they have decided that the right steps have been taken in the course of this investigation

Therefore, we wish to inform that you want that payout to be released you will have 48 hours to do it, if not, we will solve and close this claim without issuing the payout.

Please click this link to confirm your acceptance of our final agreement: 

Natasha0
Level 4
London, United Kingdom

that is what you get with airbnb, they don;t give a **bleep** about hosts as now there are enough to cover the demand. we have been struggling with our case, this host guarantee is just BS

 

https://community.withairbnb.com/t5/Hosting/Host-guarantee-bull-bleep-when-guests-damage-your-proper...

Stuart137
Level 2
Kihei, HI

I recently hosted a guest from hell, not only he was verbally abusive but also was abusive with the usage of electricity and cause damages on my property for over $1000 usd I got also monetary penalties for breaking condo management rules and I when I send a quick claim to start with airbnb whitnin few days airbnb droped the ball to a third party and both left me hanging with all the damages to be repair, no money to even get materials over a $700 usd electric bill and of course a bad review

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