Guest Protection for robbery?

[Diego380]

Hello everyone!

I need your help and orientation because I had a nasty situation at my staying last weekend. 

Me and 17 of my friends rented a house in Tequesquitengo, Mexico, to celebrate my birthday and everything was alright until Saturday at around 3:00pm we decided to go to the lake to practice some skiing, let me tell you that there were two people (host representatives) in charge of cleaning, cooking and vigilance. After a couple of hours of fun,  we decided to head back to the house, it was like 5:30pm. When we got to the house we noticed there were none of our travel bags in the house, the scene was just horrible, 18 bags with cameras, iphones, cash, wallets, IDs, my soon-to-be-wife engagement ring, jewelry, laptops, ipads, headphones, speakers, car keys, etc, were gone. They literally left us with our bathing suits and flip flops. The hit was huge, we are calculating it was over $20K USD.

There were no signs of forced entry in any door, and the house equipment was not touched at all, the vigilants were supposed to be there and they say they did not see nothing. We were lucky enough that there was no violence but all of us were impotent and furious about the whole situation. We were supposed to be safe with the hosts representatives but they clearly fail to do their jobs or even worst,  where implicated in the robbery. I've reported the situation to the police but I would like to know if there's any kind of guests insurance other than just the refund. It is not a case of just a small item to be robbed, it is a big hit and maybe if there were no vigilants it would be different, someone has to be made accountable. I am intrigued that the only protected are the hosts but not the guests. 

Thanks a lot for your help. 

[Michael477]

Hola @Diego380:

El primer contacto es la policía y el Ministerio Público!

Qué es lo que dice el anfitrión?

Por lo general AirBnB proteje más al huésped en sus procesos, pero AirBnB no puede protejer contra robo cualquiera.

[Sarah977]

@Diego380   That's really terrible. But I have to ask why all that expensive gear was left out? Was there no safe provided? Most of the rentals I know here in Mexico offer a safe for the guests to put their valuables in, unless it is just a room in someone's home so the host and their family is around and things are secure. Cash, wallets, ids, iphones, expensive jewelry, etc. should never be left out unsecured when travelling, never, ever.

I sure hope you get your stuff back, but I also know that in some places in Mexico, the police can actually be the culprits, or at least working with them and protecting them.

As to airbnb protecting hosts but not guests, that's not true at all. Hosts can have a terrible time getting any amount of damage payment, even when hosts have had their homes totally trashed by their guests, with thousands of dollars worth of damage being done.

[Helen3]

It's horrible when this sort of thing happens. I don't quite understand your point about host representatives. 

You said there were no signs of a break in. I am sure you didn't leave the house open and your valuable items out on display, so I am wondering how the thieves got into the property.

You ask about guest insurance - This will be the travel insurance you would have taken out.

Are your travel insurance company not helping you process your claim?

[Sarah977]

@Helen3  I believe the point about the host representatives is that it appears to be an inside job- either those who are employed to work there were responsible for the theft, or they were working with someone they let into the house when the guests were out. There was a watchman, who was either part of the plot, or asleep.

Inside jobs happen a lot in this country.

[Michael477]

@Sarah977, @Diego380: Estando en México..por que no mejor dejan sus comentarios en el foro de habla Española?

https://community.withairbnb.com/t5/Centro-de-la-Comunidad-SP/ct-p/centro-de-la-comunidad

[Sarah977]

@Michael477     Porque mi Español no es tan bueno leer y escribir 🙂

[Letti0]

I would say unless the place is properly set up for commercial use with commercial insurance that you are out of luck. At my rental I have a security system and a safe large enough to secure laptops, etc and commercial insurance that will pay for anything that manages to get through that to steals things. I also have people on the property managing the new orchard, event/wedding venue and landscaping almost all day everyday.