How to deal with missing (stolen) items

[Stefan88]

Hi everybody!! 


I have been hosting for about 8 months now, becoming a super host while so and meeting a lot of wonderful people and making friends through Airbnb. My experience so far was nothing but great. While in the summer days it was more busy here in Atlantic City, I still got to host on the weekends.


Unfortunately, after more then 60 successful hosted bookings, I had my first negative experience, I had my laptop stolen.

Things to be worse, I am not sure when it happened. Last time I have used it was for Christmas shopping, early November, and then I had it in my backpack in the closet. As there were holidays and trips, I didn't use it. Early this month I realized its gone. There are about 10 reservation I had in between. I feel terrible picking who might have done it, as I have no clue.

I have contacted Airbnb, but no help, they said they will investigate but didn't hear from them since. Very disappointed the way they addressed this.

Have you ever experienced anything like this and what should I do.

Thanks

[Scott80]

Since you do not know who took the laptop or when, it is unlikely that AirBnB would entertain a claim for the item, see: https://www.airbnb.com/help/article/767/what-is-the-resolution-center You can try to see if your home contents insurance or credit card covers theft and weigh the impact of submitting a claim. IMHO you might have to chalk it up as a learning experience and cost of doing business.

Personally, I do not keep any personal property in an AirBnB because it seems it causes more problems than just securing or removing items that you do not want guests to use. Here is a thread from last year with some ideas: https://community.airbnb.com/t5/New-Hosts/How-have-hosts-handled-the-safety-of-their-personal-proper... thread has several suggestions including locking up items or moving valuables off-site either in a storage locker or with a friend. 

[Stefan88]

Hi, thanks for reply.

I live on the property where I have my spare room listed, therefore I have my personal things around. In most cases when I leave I take my backpack with me, but I guess I got comfortable. I thought leaving it hidden in the closet would be enough. 

I understand the cost of doing business, I am just a bit disappointed, especially with Airbnb lack of care. After all, we make their business.

[David126]

@Stefan88

Could you explain what you expected AirBnB to do?

[Stefan88]

@David0

Sure I can.

You would be wrong to think that they don't have any responsibility, our business is their business. Reason why they had difficulties to find investors as a start up is because nobody thought people would be comfortable to let strangers in their home. That's why they came up with 1 million security protection thing. Now I see why. They are enablers and such carry responsibility also.

Now I don't want to be a bad guy and say, ok this person was acting strange, and be marked as a profiler or racist. Now just because I can't be sure who did it, I shouldn't be punished for not wanting to be in a position to falsely accuse people.

They made money out of mine and your listings, I expected, I guess, some care and interest, not silence and pretty much "your problem" attitude.

Hope that clarifies my disappointment.

[David126]

@Stefan88

I do not see how you are being punished?

I was just wondering what the particular issue was for you to post here, you presumably contacted AirBnb for a reason.

As far as the Host Guarantee is concerned I am no fan and consider it grossly over sold, and there have been some horror stories on here, but this is not a case for the Guarantee.

[Stefan88]

@David0


By punished I mean not being helped in any way, ignored.

Reason for posting was to see what other people think, or have experienced. I did not read the horror stories here, if I did maybe I wouldn't be comfortable as I was. 

This should absolutely be covered, just because I can't identify who did it, and put a blame on them, doesn't mean I should be responsible as, like I said, this is Airbnb business as well.

I don't know, maybe I am wrong, maybe it's my fault, maybe I shouldn't listed in the first place. I was just trying to see others point of view at this situation. This should be a lesson for new hosts also.

[Stefan88]

Thanks for your input though!

[David126]

I would not expect AirBnB to pay in this sort of case, even without knowing the terms of the Guarantee.

The issues you see on here that concern me are where an incident seems to fall clearly within the terms of the Guarantee and either a tokenistic offer is made or completely denied.

[Stefan88]

Well considering they completely ignored me, it's clear they won't take any actions. And I can't make them.

But as they continue to ignore their members, and denie any responsibility, they will start losing business!

Basicly this is like car insurance. There is full and there is liability only. I guess you can expect help only if you catch somebody stealing or damaging your property. In any other case, it's "your problem". I don't think this is good for a type of business where we are the only ones who have risk. 

[Anelcia-Carolle0]

my last guests left this morning at 11am. i went downstairs in the appartment one hour later. the place was a mess with many garbage bags. they did not put things back to where they were originally, they moved things around and finally three decor and art pieces were missing. i wrote immediately to the guests. i know they are travelling back to their home. they have not replied. what should i do.