Guest broke things and got refund

[David3717]

So we had a guest, a family of 14, who checked into the property. Next day they break one shower valve and clog the other shower. Later they complain and get almost $500 in refunds. I had pictures from my cleaners with timestamps on them but the airbnb rep just ignored it and refunded guests with no questions asked. I know these types of things tend to happen. But this is just non acceptable. Any idea how to get real customer support?

[Anonymous]

@David3717   I would have expected far more damage than that if I crammed a family of 14 into a 3-bedroom house.

[Gwen386]

14 guests in a 2 bedroom! Why?  

Your listing says 10 guests and IMO, that’s too many.

Damage is bound to happen with that many folks. Count your blessings it was only a broken shower valve and clogged drain, which I don’t understand how either can be proven to be caused by guests or was just normal wear and tear. 

You didn’t say, but why were guest refunded $500?

[David3717]

Into 3 bedroom.

[David3717]

I have my cleaners taking before and after pictures on each cleaning. It is visible on pictures.

[Sam5267]

Hi @David3717 I'm writing an article about hosts having these experiences and am curious whether you'd be interested in chatting? Cheers! 

[Helen3]

Who are you writing the article for @Sam5267 ???

[David3717]

Guys out of 14 people 6 of them were kids, so in reality it was just 2 families. About 5 grown ups. Some teenagers and kids.

[Enri1804]

@David3717 While I agree with what other hosts said before me, the customer support for hosts is a serious problem. I have read many posts like yours, so many now, that I have written my rules and house Manuals that probably scare some people away. That’s ok. Damage caused by guests should never result in guest getting a refund, so if Airbnb did this even though you followed their protocol, I would file a claim with your home insurance, provide them all the info. I bet they just might go after the Airbnb or the guest, they have their ways. I’m not sure but I believe I read somewhere that Airbnb may be limiting the number of claims by each host. Did you already have damage claims?  If I were you I would also just stick to whatever occupancy you are allowed, it’s usually written in county or city code, usually 2 people per bedroom, but that me.

[Gwen386]

@Enri1804 I doubt home owner’s insurance will cover this. The amount is most likely lower than the deductible. 

[Huma0]

@Gwen386 

It depends on how expensive the shower valve is, but I suspect that in most cases you are right! 

[David3717]

The thing is airbnb does not count underage as occupants most of the time.

[Helen3]

Of course Airbnb counts children under 18 as full paying guests - why would you think otherwise @David3717 

The only exception is infants under 2.

Why did you let 14 guests check in? How many were on the booking. 

You are going to put a strain on your amenities if you let 14 stay in a two bed accommodation. 

[David3717]

Airbnb support rep just ignored us and then shut down the message thread so that no one would be able to reply.

[Bethany195]

I may have missed it somewhere, but did you start with a resolution request from the guest first? That's what the letter looks like they are saying. Then when the guest denies it and refuses to pay, then you can escalate it up to the hist garantee level. Hope this helps. Why did they get a refund?