Damages

[Rebecca55]

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.  

[Bob117]

Having found this place, I'm wondering if anyone gets Airbnb to respond to guest damage situations.  I have invested at least 4 hours into a $250 damage situation.  Are they hoping I'll give up when it becomes a net loss which it already has become.

[David126]

@Bob117

Have you tried Twitter?

[Mina10]

Hello! I have had similar trouble with a guest. A window was found broken and the guest claims he did not do it. It is very expensive to replace and although I have a guarantee amount, I cannot seem to find my way to claiming it. I would like to contact airbnb directly through email. Supposedly I have 14 days after guests leave. What is their email?

[Sara109]

This is one of my concerns using this site because in the past we have done payments directly with renters. We also get a security deposit which we send back to them within 5 days after departure. We have always done it this way and never had any issues with people paying it. We had a renter flush a number of things we specifically outlined in the Welcome Package and mentioned to them repeadly over the phone. The entire propery flooded and cost $500 to fix and neighbourhood smelled of raw sewage. We spoke to them back and forth they denied it and we offered to give them $200 of their $700 deposit back to pay for the damages. We have cleaners go in before and after to clean, check and flush the plumbing so we know it was one of them that did it. They ended up not contacting us again and didn't even accept the transfer of $200 which we sent 3 times to them over the course of 2 months. It concerns me there is no security deposit.

[Rebecca55]

Sara, Thank you for your response.  I've never asked for a security deposit. 

I've been renting the cabin about 18 months.  I had expensive damage once before, but we could not positively tie it to a specific guest.  I also had guests walk off with the hair dryer.  An easy mistake to make. 

[Daniel139]

One huge issue with not getting a damage deposit (like I do on VRBO) is that you're tied to whatever AirBnB decides is 'damages'.  We had a renter smoke in our condo which required we remediate with an ozone machine.  I have specific language in my rental agreement that allows me to charge back for smoking but AirBnB didn't recognize it and denied my request.  As such I'm out the $170 I had to pay to get rid of the smoke - AirBnB failed me hugely in this because they take 'damages' literally in the form of "what is broken?". 

[JMarie0]

A while ago I had rented out our place. It is an amazing property with beautiful furniture and ocean/mountain view.

I have now 78 friends who experienced air bnb and we have a platform about renting out your house.

We are writing a handbook for host to differents sites like AirBNB, HomeAway, Booking.com, etc etc.

Some specialists and real estate brokers, jurists, attorney's etc, because it can get complicated.

My experience is that a while ago I rented my condo to nice looking family (on the profile picture), becuase I wanted to spend time with my brother who had a braintumor that could not be removed.

One day I receive a phone call from my manager with bad news. THE GUESTS WERE GONE AND DAMAGES MY WHOLE HOUSE!!!

I had 3 witnesses, a friend of my who works for the largest Contracter company in LA, and a wellknown carpenter.

The guests suppose to be there at 2 pm to meet with my manager. They took photo's and I contacted air bnb right away.

THEY TOLD ME TO GO TO THE POLICE TO MAKE UP A POLICE RAPPORT, but I was ON THE OTHER SIDE OF THE WORLD.

On the website is says 'please go and relax, you are covered for 1.000.000 if something happens.

Air bnb shows up to make foto's of your property, but NO ONE CAME TO HELP THIS EMERGENCY!

I had over 10.000 dollars damage of my wooden floor. The carpenter told me he had seen it before; film and move apparatuur. There were even holes in my beautiful beds and linens. There was odor remover everywhere and it was gross.

I cried because I didn't want to leave my brother who was going through chemo en traumatic experiences.

I told air bnb the situation, but they did do nothing!

AIR BNB EVEN GAVE BACK THE 1500 deposit.

I remember it gave me an emotional breakdown, but had to make money to cover damage and started to work with AIR bnb again, until I have my money back, and I have no other choice. AIR BNB IS NOT THERE WHEN YOU NEED THEM! BE AWARE!

We have people working not only on a book, but a documentary and we still have the photo material, the linens, etc... and the withnesses... There is no phone number of air bnb to reach them. I am experiencing again problems and I missed 4 bookings because of it. UNDERSTAND I HAD A 5* RATING!

Having PROBLEMS AGAIN AND AIR BNB again NOT RESPONDING changed my mind. I will let the people go ahead and publish everything. ONE bad guest and you are scwrewed. It's sad. The service of air bnb. It seems all about money, not about the people.

[Amara6]

I have been dealing with the Resolution Team for two weeks now and if I don't get a satisfactory reply, not only that I will abandon Airbnb, I'll have a story to add to your book and documentary as well.

[Bob117]

I had the same problem with a storm door.  I began hosting last summer to 7 great reviews with 8 more accepted for this summer. Airbnb has delivered great guests who I’ve enjoyed hosting.  Airbnb let me down with one guest from whom I attempted to get compensated for damage they caused.  Airbnb closed my first request without contacting me and promised to get in touch with me on my second request but didn’t.  I would appreciate any guidance about how to get Airbnb to talk with me.  I called Customer Service but they said it was the Response Center’s responsibility but I cannot figure out how to actually communicate with them.  This has gone on for 3 weeks with hours of my time going into a black hole of Airbnb process.

[Amara6]

Hi Bob,

How was your problem solved?   Did you get a satisfied result from Airbnb?

[Scott-and-Elaine0]

They refuse to talk to me as well.  I'm thinking perhaps a lawyer. Seems like hosts are all experiencing the same things.  Class action? 

[David126]

@Scott-and-Elaine0

No joy with Arbitration?

[Amara6]

My tenant in June wrecked my house,   Two bedroom doors with glass panels were broken, they smoked in the house and burnt top of my dining room table, they put a cigarette hole on my outdoor sofa, broken glasses.   The house was strewn with garbage, fruit skin in a washing basin in the bathroom, sanitary napkins dumped on the floor.   The list goes on.   I have made a claim in the Resolution Center, Airbnb replied to me right away and asked me to send photos and screen shots of my conversation with the tennant.   All were submitted.   Airbnb came back and said the claim was more than the security deposit and it had to go through Trust and Safety team.   That was over two weeks ago and there has been no feedback from Airbnb.   What should I do?

[Quincy]

Hi @Amara6, 

I'm so sorry to hear this. 

I hope you're ok! Which method have you used to contact them? 

[Paula327]

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 day, 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.