Guest damage

[Niki336]

They booked my family home in Auckland New Zealand for 3 guests on instant book, they had a 5 star local review.  I checked on the property in the afternoon and all seemed quiet 

When we arrived in  to clean we found 268, THAT’S two hundred and sixty eight empty cans/bottles of alcohol plus an empty 1.7 Litre of Jack Daniels plus a 16 shot bucket of empties. A shocking amount of debris on the floor, Smashed window, spilt alcohol, food and rubbish on the bench, soiled linen, broken outdoor furniture. There had been an unauthorised event. 

Damage: 
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Cancelled by airbnb due to property damage.

Damages include smashed window, unknown substance in spa Linen ruined. Carpet, rugs and furniture need professional cleaning. The house stinks of alcohol, the wooden floors are sticky, there have been stains and spills on the carpet and on some furniture throughout the house.Wrecked outside furniture x 4 including they have bent the steel support of the outside hanging chair outside the main bedroom, making it unusable and unrepairable, the chair now is ground level, I don’t know how you bend steel like that. 

Perhaps an equal abuse has been 30 hours trying to file an aircover claim. I am still trying but unsuccessful. As airbnb cancelled my upcomg bookings, they left the dates open to be booked and someone booked the place for the day after the damage was discovered. I alerted these guests not to come but as it seems airbnb took time to cancel the booking the abiltity to file aircover is removed as soon as the next stay started (two days after  the party, as I was gathering my info and hadn't filed yet). I have not been told this, just had referrals to IT by numerous reps, I have deducted this might be the case through forums.  Susan, Australasian Airbnb director, please please can you reach out whilst I still believe in Airbnb!

**[Personal details removed - Community Center Guidelines]

[Gwen386]

@Niki336 I can’t even imagine what you are going through. This is truly horrific! What a nightmare! I sure hope you took pictures and that the first thing you did was to send a request to registered guests for damages. Make sure to get an invoice for everything. 

I am really hoping that airbnb cover quickly respond to you and immediately cover this. 

[Helen3]

What a horrible experience. @Niki336 

If you haven't done so already please install CCTV or similar so you can make sure only those who have booked are using your listing. 

Sorry I wasn't clear from your post - are you saying Airbnb has turned down your claim for damages?

Also you need your own home insurance for short term lets as there are many areas not covered by the Airbnb guarantee.

[Sudsrung0]

@Niki336 

Thats terrible I dont even know what to say to you,

The good thing in Thailand I would be able to file for criminal damages,

Im against local people booking we know whats going on Phuket is a party island a good reason not to do one night bookings,

I have had 2 recently trying to book,

You need camera's outside even just for the recording, Thats no help at the moment,

I hope airbnb come to your rescue,

[Niki336]

Hi, the event happened 13 days ago and I have 14 days to place my Aircover claim. Currently my case is with safety (I think) and no claim is placed. I have spent 30+ hours on the phone to get it placed, as due either to a technical error or airbnb not cancelling the next guest (I warned them not  to come and rebook somewhere else) means that I cannot place an Airclaim online- get a retry now error. Where I am at now is this message 'Hi, I am concerned that my aircover claim be placed before 14 days after the incident. I request of you to refer my case to claims now and that claims are in touch with me within 24 hours. I have repeatedly been asking to be put in touch with claims to register my claim as I cannot do it online. I now have to demand this. If necessary I will drop the safety issue because I need monetary compensation now to fix the house and continue my business! Please discuss this with your manager. Do not send me a platitude.
Thanks for your understanding.'

[Niki336]

I still haven't heard back from the last message to Airbnb

[Helen3]

@Jennyadmin can you help

[Quincy]

Hello @Niki336, I'm sorry to hear this! I'm not sure whether you've had a response from the support team, but just so you know, I have passed this on to them again just to push for a resolution on this for you.