Property (bikes) stolen while guests were using them

[Gordon58]

Looking to see what other Airbnb hosts think about the following...

I had two bikes which I was allowing guests to use and put this on my listing. It was working well until last week when they were stolen while guests were using them in the city (Glasgow). I had given them a very sturdy thick cable padlock and they had left the bikes locked at an outdoor bike parking area while they went to a cafe but someone came along and cut the cable and made off with the bikes. According to the police, they were in the cafe for two hours without checking the bikes - a fact the guests neglected to tell me.

The guests were in Glasgow for a gig in the evening. The bikes were stolen during the afternoon and the guests, who were under 21, went to the gig and didn't tell about the theft until after they returned, after 11pm. They did report it to the police though and made a joke about getting a lift from the police to the gig (they even took a selfie in the police car).

I was worried about them using the bikes for the gig and had asked them to return to the house before the gig.

I was a bit shocked when they told me about the theft and saw very little of them from then until they left a couple of days later. I got one of the guests to leave a contact email address. I've sent an email but am suspicious about whether the email address exists.

I also did a Google search on one of the guests and his name doesn't show up anywhere.

I gave them a review. I was a bit undecided what to say but opted to give them a good review as apart from the theft of the bikes they were decent guests.

In hindsight, I'm thinking I probably shouldn't have. They haven't responded to the review (for a 3-night visit) or been in touch about the theft.

As they were in possession of the bikes, claiming on my insurance isn't easy.

My view is that I should be compensated by them for the loss of the bikes. Do others agree?

[Helen3]

Hi @Gordon58

I would never suggest letting guests take expensive items like bikes outside of your home.

It doesn't matter what we agree as hosts, it matters whether this is covered under Airbnb's guarantee. I presume you have put in a claim through your deposit or the guarantee with them?

I would stop lending out the bikes.

Presuming you have home insurance covering short term lets and use of bikes outside of the home, you should be able to make a claim if Airbnb don't cover this.

I am gobsmacked that in this situation you left the guests a good review. Why didn't you mention they had your bikes stolen, failed to let you know and failed to answer you when you contacted them about it.

[Gordon58]

Hi Helen,

Thanks for taking the time to reply.

You are, of course, right in what you say...

I'm a fairly new Airbnb host and like to think I am a generous-natured person - probably too generous as I have now learned!

There is a learning curve in hosting and I've learned a rather painful lesson.

I will obviously not be lending out bikes anymore as I don't have them!

I am giving the guests a day to answer me and if I don't get any reply I will pursue them through Airbnb and their resolution service.

Hopefully I can also ask if the review can be deleted.

Once again, thanks for replying

[Marit-Anne0]

@Gordon58

Didn't they have to identify themselves when filing the police report ?

[Gordon58]

Thanks for the reply.

I have asked the police that very question and am awaiting a reply..

[Marit-Anne0]

@Gordon58

Has the reveiw been published ? Unless the guests have left a review, it does not go live for 14 days or the moment they leave you a review. Before a review is published, there is a window where you can still edit.

[Gordon58]

Thanks, I'll do that. I doubt whether they will leave a review. They will no doubt be expecting the bike theft to be included in the review. Thanks for replying and the advice.

[David126]

The only way the resolutio center will work is if the Guest voluntarily agrre to pay. Basically just a means of processing payment.

[Branka-and-Silvia0]

@Gordon58 yes, that is one of the reasons why we do not offer bikes and leave them just leaflets with bike rental shops near by.

My friend have an ABB and 2 bikes and no problem for years. But, those bikes are not expensive ones and are bought second hand.

[Gordon58]

Yes, I knew it was a bit risky when I was offering the bikes but it worked well for a few months. The guests, understandably, loved using them.

One of the bikes I got for free from a friend and it was a bit heavy but the other one (which I used) was quite decent. I had planned to get another second-hand bike for guests to use. I just hadn't got around to doing it. Too late now!

Hire options available nearby is probably the best option.

Thanks for replying to my post.