Host guarantee

Andrew102
Level 2
Glasgow, GB

Host guarantee

Hi,

 

Six months ago I had a guest - for one night - who appears to have thrown a party which, after creating substantial damage in my flat including a broken window ended up in a fight outside in the street which has resulted in his insurance company seeking over £5000 from me as a result of his insurance claim.

 

I informed Airbnb at the time of the damage to my flat and the potential for this claim under the host guarantee as I had been approached by the vehicle owner. I told them the approximate value of the claim and they offered me a token amount for the damage to my flat which I did not accept.

 

I have now informed them of the claim I have received and the details of the legal action I am facing and they have replied by paying the token amount for the damage for the flat into my account and refusing to even acknowledge the legal action I face and have given me this response:

 

Thanks so much for following up. I understand this is not the outcome you were hoping for.

We do our best to fairly and reasonably mediate these cases. In our efforts to be objective, keeping in mind that we were not present during the reservation, we must consider all available documentation and communication when coming to a decision which aligns with our policies and procedures.

We regret that this decision has negatively affected you, but we believe this to be a fair resolution, all things considered.

Airbnb reserves the right to make the final determination with regard to these disputes, which is outlined in our Terms of Service. Thus, we are unable to reconsider the decision made in this case.

Please know that we are thankful to have you as a host in our community and look forward to the many positive experiences you will have using Airbnb moving forward.

 

I would be grateful if anybody has had experience of a similar circumstance.

 

Regards

 

Andrew [Surname hidden]

9 Replies 9
Helen3
Level 10
Bristol, United Kingdom

I am confused @Andrew102  -,why would you expect Airbnb to get involved in a third party claim against you. 

rather confusing as you don’t say how 3rd party car damage relates to your Airbnb????

 

have you taken your listing claim through Airbnb’s arbitration process/and or claimed on your home insurance for STRs

 

i am sorry you had a guest partying in your home but puzzled as to why you didn’t know it was happening - do you not have CCTV or similar? 

Hi Helen,

 

I am sorry I did not make clear how the 3rd party damage relates to my situation. 

 

I wrote, "I had a guest - for one night - who appears to have thrown a party which, after creating substantial damage in my flat including a broken window ended up in a fight outside in the street".

This fight resulted in multiple people fighting on top of and against the car in question which the Owner has video of on his phone as he heard the commotion they were causing.

 

I have used Airbnb as a guest on multiple occasions and have never encountered the situation where the property I have been staying at has had CCTV, nor do I think it practical or reasonable to expect even if I had, to be watching it every time a guest is staying at my apartment. I rent my entire unit out when I am away from home usually abroad with the resultant time differences.

 

Airbnb has a host guarantee insurance for 3rd party damage which they proudly boast provides cover of £1,000,000 yet when informed of it they do not acknowledge it.

 

I am interested to know, now that you are more informed of the circumstances, if a similar incident had happened to you if you would be happy with Airbnb actions.

 

Regards

 

Andrew

 

 

 

 

 

 

Lisa723
Level 10
Quilcene, WA

@Andrew102 I share @Helen3's puzzlement; your post is very unclear. Sounds like you need a lawyer.

 

See section 19 for your options.

 

https://www.airbnb.com/terms

Hi Lisa,

 

I am sorry I did not make clear how the 3rd party damage relates to my situation. 

 

I wrote, "I had a guest - for one night - who appears to have thrown a party which, after creating substantial damage in my flat including a broken window ended up in a fight outside in the street".

This fight resulted in multiple people fighting on top of and against the car in question which the Owner has video of on his phone as he heard the commotion they were causing.

 

Thanks for your input and I will certainly be seeking legal advice as Airbnb has a host guarantee insurance for 3rd party damage which they proudly boast provides cover of £1,000,000 yet when informed of it they do not acknowledge it.

 

Regards

 

Andrew [Surname hidden]

 

 

@Andrew102   The Host Guarantee offers some very selective and limited coverage for some types of physical damage to the host's personal property. I don't see anywhere in the policy that this extends to damage done by additional, unregistered visitors of an Airbnb guest to another party's property. But if you've found an applicable clause that I haven't noticed before, I wish you the best of luck in persuading them of its relevance.

 

Still, as a non-expert in British law, this sounds to me like a personal liability case that you will need to lawyer up for. Guests breaking rules and throwing parties in Entire Home rentals is a rampant problem, and while it's not your fault that this guest was untrustworthy, you are still broadly responsible for what goes on in your property. That could mean putting measures in place such as external cameras to monitor unauthorized entries, or a local co-host who is able to check up on the place in your absence. It wouldn't be practical to assume that the Host Guarantee extends to everything that could possibly go wrong with a guest (though admittedly Airbnb has provided a false sense of security to people who haven't read the fine print).

Ute42
Level 10
Germany

.

@Andrew102 

 

May I suggest that You read the terms and conditions of airbnb's host guerantee before spending money on a layer.

Lawrence196
Level 2
Pagewood, Australia

I had a guest that damaged my properties and stole my stuffs, I don’t even wanna talk about the trauma am going through, I filled my complaint and lodged my documents for the supposed insurance ( host guarantee insurance) I was told am covered for, guess what, I received an email from Airbnb weeks after saying my claim is not valid, and was even rude to tell me that this will be the last time they talk about it. I was devastated but my friends are helping me out in suing them cause am so traumatised and inarticulate right now, will let you guys know how it goes with the case, I urge my fellow host to stop before you become a victim or try and get your own insurance 

Helen3
Level 10
Bristol, United Kingdom

On what grounds did they turn down your claim

against their guarantee (not insurance). @Lawrence196 

 

you don’t need to sue them you can pay a small amount to take them to arbitration, which you will get back if your claim is upheld. 

you can also claim on your specialist home insurance for str’s 

Lawrence196
Level 2
Pagewood, Australia

That they were not able to determine a valid claim, when I submitted the pictures of the damaged properties and where the stolen items were taken from and also with a copy of my police report with cctv tape. To my surprise they even told me to go get the money from the guest,  I don’t where or how to get my money from a thief and drug addict. I just don’t know the heart and manners they operate on, and for them to even tell me to go get my money off her means her profile is still active and another host will be there next victim, 

I will try your advice and see how it goes 

Thanks