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]