I just received my rejection letter from AirBnB on my claim. This is VERY upsetting, because it was AirBnB Customer service reps (2 of them) who told me my damages would be covered under this policy. All I wanted was contact information on my guest so the I could file a claim in Small Claims court.
I read every word of the Host Guarantee policy before submitting my claim, and there was no wording that excluded Golf Carts. When I read it now, it literally excludes EVERYTHING one might have in their home, except furniture. Are they re-writing this as claims come in? Seems so. This has to be illegal!
This guest actually STOLE my Golf Cart out of my garage. The key was hidden, but they found it. I have two witnesses that say they intentionally totaled it. Literally drove it around at high speed and ran into trees and buildings until it was totaled. They were very high at the time, and I guess they thought a 3 a.m. Demolition Derby would be great fun.
To make matters worse, it took them nearly 2 months to get back to me on this, and I have been paying $35 per week storage on the disabled Golf Cart awaiting payout on this claim.
I am not intending to let this go. Has anyone taken on AirBnB and won??
Nanci
Here's the email I received today:
I hope this message finds you well. My name is Ellie a Support Ambassador on Airbnb's Claims team. I’m sorry to hear about what happened during your reservation HMS2NMYDYR with Andrew.
We've carefully reviewed your Host Guarantee request and, unfortunately, we're unable to process your request.
The Golf Cart included in your request is not eligible for reimbursement under the Host Guarantee Terms and Conditions. The Host Guarantee Terms and Conditions state that loss or damage under “Excluded Property” means any of the following:
¨6. Vehicles (including, but not limited to, automobiles, scooters, vespas, and motorcycles).¨
You are free to pursue reimbursement from your guest directly. However, per this exclusion, this damages is not eligible for reimbursement under the Host Guarantee. That said, we will follow up appropriately with Andrew with regard to guest responsibilities.
You may review the Host Guarantee Terms and Conditions at:
airbnb.com/terms/Host_guarantee
Please always feel free to reach out to us with any questions or concerns:
airbnb.com/help/contact_us
Regards,