First Time Guest: Accused of Damages

[Trianne0]

Hi all! 

I had my first stay in a super host's AirBnB a few days ago and it was a fantastic experience up until a few hours after I checked out. With it being my first time using AirbnB, I didn't think to take any big precautions like taking pictures or keeping in close contact with the host for any problems throughout the stay; I've stayed in pretty disgusting hotels, so I figured any small problems were just how the place was. 

On my drive back home, I received an email from AirBnB saying the host is claiming damages on a piece of furniture. I noticed the piece was damaged the first night we arrived because I got a splinter from the chipped wood, but I didn't think too much about it. I realize it's my first stay in an AirBnB - I know I don't have any shining reviews about me - but I like to believe I'm a fairly respectful and clean person (I wiped the counters, did the dishes, and set the bed before we left just to make sure the place looked nice). It's my first time dealing with a claim, so I was really unsure of what to do about the entire thing. I tried to message the host again through AirBnB's message board explaining my side of the situation, but I haven't received a response. I'm too scared to deny the request because I want to talk about it first with the host, but my call with the support center suggested I just deny it and let someone step in to mediate the entire situation. What's the best approach to this situation? I know it's my word up against the host's, and I don't have pictures to prove anything so I'm worried it's a losing battle. 

As a side note, I  never met the host. The place was reserved by some company, and I received the keys from the apartment complex's front desk - someone completely unrelated to the AirBnB place's company.  In the listing on AirBnB, you can see a small chip in the wooden furniture, but the picture sent to me in the damage claim (and what I saw in person) was much bigger. The host says their housekeeping lady found the chip, so I don't even know if they've visited the apartment between guests. 

[Linda108]

@Trianne0   Remote hosts often depend on a cleaning crew to report damages and unfortunately the timing of the report might not be accurate.  Air BNB does not collect a security deposit, but reserves the right to collect from your payment method should a host claim be proven valid.

Air BNB requires the host to begin the claim process right away so as to not contaminate the stays.

If you do not agree to having caused the damage, deny.  Then it is up to the host to "prove' both the damage and who is responsible.

[Sarah977]

@Trianne0  I'm not sure what you mean, "the place was reserved by some company". You didn't book it yourself? The "host" is actually a property management company with tons of listings? 

You don't have to be scared to deny the claim if it the damage was already done before you arrived. Yes, it's always good to document anything that's broken on arrival or quite dirty. That should be done by messaging  the host via the Airbnb platform, as soon as you notice it, and taking photos. "Hi XXX- just wanted to let you know that when I arrived, I noticed the table leg was broken. No biggie, I wasn't expecting the Four Seasons, just alerting you in case you need to contact previous guests and to make it clear I wasn't at fault." But as you say, you're a new user and didn't realize that.

It's good of you to want to message with the host about it before denying the claim. Hopefully the host responds soon. If they don't, just deny the claim. The host may be understanding, they may not respond at all, or they may get belligerent, which is probably what Airbnb was trying to prevent you from being subjected to when they suggested you just deny it. You have messaged the host about it, so that's pretty much all you can do on that front.

[Trianne0]

Yeah, I realized that was worded weirdly... The host is a property management company with tons of listings. 

Thank you! I have until tomorrow afternoon to deny the claim, so I'm hoping that the host gets back to me before then so we can work something out. I'll be sure to take plenty of pictures if I decide to stay with AirBnB again. 

[Sarah977]

@Trianne0  The thing about property management companies with tons of listings is that they can much more easily attain Superhost status because the review ratings of all their properties are taken into account. They may have 1000 guests a month, 500 reviews submitted per month, so they have much higher odds of getting good ratings averages and can acheive Superhost faster than a host who only has one or two listings and might only have 50-100 guests in a year.

So going forward, I'd suggest that you send Inquiries or Requests to Book, rather than Instant Book, exchange a message or two with a host before committing to a reservation, so you feel you have a good rapport and get a sense if this is a nice host who you'd like to book with. Heads up on those property management listings.

[Ann72]

@Trianne0 You sound like such a thoughtful person.  I agree with the others that you should deny it, because you didn't do it!  And the good news is that they've already left you a positive review, so your denial of the claim won't result in a "revenge review."  Just say "no" and move on!  🙂

[Francesca-and-Dave0]

We do about 99% of all our own cleaning and turn-over between guests and regardless of who cleaned, we or our care taker, try very hard to meet our guests to give them a quick tour and check them in. This way both WE and our GUESTS know about any problems in cleanliness immediately at check in . However, for the rare occasions that we can’t meet guests upon arrival, we have very clear Check In Instructions that require guests to look the place over and report any damage or uncleanliness to us within 2 hours of arrival. We are clear that this policy protects guests as much as it protects us and that way we and our guests are clear on how the place was left and who is responsible — and if necessary we can get someone out right away to clean, do damage assessment and make repairs so our guests are comfortable. It’s still possible to miss potential damage in this way — a broken toaster or coffee maker not used until the next morning — but it’s much less likely because guests know that major issues are noticed and reported to us in a timely way and that protects both us and our current guests.