HOSTS BEWARE: Don't rely on Airbnb Host Support for damage caused by guests ! Terrible service !

[Michel151]

Hi all,

I would like to share my recent and very disappointing experience with Airbnb host support.

As I was on vacation during the end of the year holidays, I rented out my appartement through Airbnb. Unfortunately, as I returned from vacation, I discovered that my guest had caused some damage in my appartement: he had obviously held a pary (which I had forbidden..) during which a bookshelf had dropped, causing damage to my TV shelf, a lamp and the wall the shelf was attached to. In particular, the wall had many deep scuffs and large black stains. But rather that telling me about this "accident", said guest preferred reinstalling the shelf on the worn-out screws and scrubbing the wall, hoping I wouldn't notice.

I had to make a claim for his security deposit and got contacted by Airbnb host support asking me to provide evidence for the damage, e.g. repair costs and prices of the damaged items. I immediately replied by sending links to the IKEA website to justfy prices and I also submitted an estimate from a painter to repair the wall.

One week passed, and then I got a message stating that, as I had not provided any evidence nor reacted to their email, they would close the file by grating me a one-time "courtesy" paiment of 100 €, which was ridiculously low compared to the total justified damage of more than 800 €.

I exchanged many mails with the person in charge of my file, explaining that I had indeed provided evidence and resending her the messages by which I had submitted the documentation. But I always got the same reply, claiming that they "understand my frustration" but that the case was closed, due to lack of evidence. It was as though they always disregarded the content of my messages. I have spent a lot of time trying to get in touch with somebody else and I called them several times, asking to have my file examined by someone else, but nothing helped!

I honestly don't know what to do anymore... This has been a devastatingly frustrating experience and an enormous waste of many hours of my time: typing messages, figuring out how to get in touch with someone (which is extremely complicated on their webpage),talking to people who don't know your file, etc.!

I recommend to all hosts or future hosts to think very carefully before trusting a stranger with your home. If something goes wrong, how willing are you to trust there will be proper support from Airbnb?

For my part, I have lost all confidence in their abilities/willingness to properly handle such a case. This particular incident has eaten up all of the earnings I have had so far with Airbnb and I now feel it's just not worth it. What will they do if something worse happens (water damage, fire etc.)?

I am very sad and disappointed, especially because I was convinced that their host support was great (which is what you hear all the time). Unfortunately, I was quite wrong...

Best regards,

Michel

[David126]

I am not sure where you heard that the Guarantee was great, just judging from very similar posts on this forum the response you recieved is the norm.

You could try shaming on Facebook/Twitter, there is an Arbitration procedure but I have not see any report from anybody who has used it.

[Cherie17]

My recent experience is there is no host guarantee.  When guest damaged my kitchen countertops all I received from Airbnb was a complete run around.  They did absolutely nothing to compensate me.  Horrible way for Airbnb to conduct business 

[Marie82]

I had a similar case on my 2nd guests hosting

furniture /carpet with red wine /sofa bed seat and broken my dryer door and no money back from Airbnb even after providing the receipt of Carpet steamer and all new Rugs i had to buy to cover some space and still every 3 months i have to steam clean the carpet in hope 1 day to have all stains removed

Unless is a big things with TV or News Coverage Airbb never give back any money or they will offer you a cheap compensation who will drive u so crazy i refuse mine as i though it was an insult

to my claims

And had pictures pictures and pictures of the damaged

so good luck

[B14]

I'm thinking of hosting but I'm having reservations because I'm worried about someone causing damage to my home. How does the deposit thing work? Can you not deduct the damage cost from the deposit? 

[Michel151]

Well, I really cannot recommend hosting anymore, as there honestly seems to be no security for hosts at all. When you make a claim for a guest's deposit and the guets does not agree, Airbnb will intervene as an intermediate and decide wether you get compensation or not. But my experience has been terrible, as described in my post. There also is supposed to be insuarance called host guarantee, but it really doesn't seem to work. Even Airbnb employees don't seem to know the difference between guest security deposits and the host guarantee insurance (I have called them several times and never got a clear answer as to how the two differ and especially how to make a claim based on the host guarantee). As described in my post, I have been fighting since January to get a compensation for damage caused by a guest, that he admitted to and that I had proper documentation for, but Airbnb refuses to liberate the deposit and also to accept my claim based on the host guarantee. The service really is dreadful and the situation is incredibly frustrating. If nothing goes wrong, hosting is great, but as soon as there is the slightest problem, don't count on Airbnb. Think about that very carefully before letting a stranger into your home...

[David126]

You certainly can not rely on the Host Guarantee or the Security Depost so you really need to discount these in determining what to do.

[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.

[Patricia545]

I'm sorry for all the bad experiences listed here. I am new as a host and thought that this could be avoided by viewing the ratings of potential guests before approving them? However I have not found anywhere guest profiles with ratings and reviews. Am I mistaken? Are we all just taking chances with who comes in our homes? If anyone knows how to view potential guest profiles with star ratings I would very much appreciate the information Thank you.

[La-Mar0]

Similar feelings over here.

My guests were opportunistic and Airbnb didn't even try to protect me or the community.

Just posted on that.

[Becky19]

Oh god. I am now worried. It IS SO MUCH TIME TO WRITE AND HANDLE THESE CLAIMS I AGREE ABOUT NEARLY BREAKING DOWN! I had to file a claim last week, I called every day to make sure I did everything as directed,  and it was  my wooded floors with a $100 security deposit. I literally called as soon as I insepcted the room and submitted my explanation as to why to the guest. (I did not even include some wall damage or blood stains on my sheets eww.....) I have very specific rules and the guest staying literally in a private message after recieving my requested amount, and then when they were contacted per my request from airbnb because they responded incorrectly, they basically admited twice to moving my furniture which removed the floor finishing and deep scratches were made during their 2 week stay (they even said that if they did cause the damage they were sorry but was not paying because my bed was on wheels and it moved constantly when getting in and out of the bed and when leaning on the wall....which I wanted to say, well had you not moved it away from the wall, it would not have moved.... who rearranges someones home furnshing???) this was even after I had ran up and posted a note after I heard dragging while sitting in basement directly below their room within the first few nights. I explained, demonstrated, not to drag luggage or furniture to the guests. I sent every image I could and I hope they read the guests responses because they admit to moving the furniture...I'm still waiting, which is fine, but after what I am reading here....I am worried. I'm a "superhost" and have added a person to their list of hosts....but I took so many pictures and of estimate, the note on the wall etc.... One lady even said when I called, "OH  MY GOD you poor floor"!. I don't know what I will do if they deny my claim....

[Helen3]

Im sorry to hear this. Do you not have home insurance for short lets that you can claim on?

From what I have read on here claiming on their so called guarantee is difficult.

I see that they tell hosts now on their website that it is no substitute for hosts having own home insurance.

Honestly I really don't understand why hosts particularly those who let whole properties remotely wouldn't have this. It's just a business cost to running your business.

[Leslie120]

How did you find a phone # to contact AirBnB? I cant find any info on what to do with the damages to my home. Granted, it's only been one day since I contacted the guest, but I'd still like to find out what my next steps are. After I filed for damages,  I found 2 items were stolen. Might be more, hard to tell. Im already frustrated. It was fun with my first two renters, but this group..ugh. Garbage so high (outside  luckily) it was filled with maggots! I had to pay to have it hauled away. I'm nervous now!!! If you have contact info for AirBnB I'd love it please and ty.

[David126]

There is the Community Guide to contact AirBnB, not sure there is any point expecting a guest who stole items to admit to doing so and reimburse you.

Tere is the Host Guarantee and you could seek to claim on that, be prepared to be disappointed.

I assume you contacted the Police and your Insurers.

[Samy-S0]

Make no mistake insurance companies are very hip to the trip. 

Most wont even insure you! Others quotes are sky high now in Canada if you rent through Airbnb.