Plumbing was ruined, what is my recourse with Airbnb?

[Rachel2139]

Hi there, we are rather new as Airbnb hosts. We have a 1950's rancher with a private suite. We message house rules before check-in, as well as in the bathroom about what can/cannot be flushed for our septic system. Unfortunately, someone in our last three stays flushed a heap of cardboard (not even sure how) and it broke our whole macerating pump and toilet. The problem is the way the pump works, it would have stored it in there until it got backed up - so we can't pinpoint the guest who has done it. We have an idea as the only person that did not leave a positive review in the last month and was a little surly. But we can't be positive. It cost us over $1000, a full day of work, and the cancellation of the following guests who were going to be a two-night stay. Is there any Airbnb recourse for this? Our house insurance deductible is over the $1000 pump replacement so it's not worth trying there. We are SO worried this will happen again. Any help, or advice, is appreciated. 

[Gwen386]

I am so sorry that this has happened to you. What a bummer?

I also live on a well/septic system and am always worried about anything foreign going down the toilet or kitchen sink. Not only is the below statement in my house rules, agreement is required for Instant Booking, I include it in my welcome email, and I go over it verbally too at check-in. 

“My home is on a well/septic and I request that you be mondful of 2 things:

*Only toilet paper flushed. No sanitary items, paper towels, no floss, no wipes (including biodegradable items).

“There is no garbage disposer. Please, no grease or food down the kitchen sink. There are grocery bags under the sink. Please dispose of leftovers using the bags and dispose of trash in the trash can. Of course, who in the world would put cardboard down the toilet. I am confused how one can even do this. 

This is so horrible.  Were children staying there? It’s inconceivable to think of a grownup doing this. 

I don’t know if you have any recourse. Good luck to you. 

[Anonymous]

@Rachel2139  To the best of my knowledge, there's no recourse for any damages through Airbnb that can't be conclusively linked to a specific stay by a specific guest. You're going to have to do the best you can with your private insurance with this one.

[M199]

@Rachel2139 

Like @Gwen386 , we are on a septic sytem.  I include in the House Rules that only toilet paper may be flushed.  I also note that damage to the septic system will result in hundreds of dollars of cost.  Keep in mind, I also subtly mention that the House Rules are part of the legal contract.  A little bit of sending the message that guests will be accountable. 

As well, I have an unmissable notice posted in the bathroom.

At changeover, I always check to make sure that toilets flush and sinks drain.