Property damage

[Kelly755]

Hello! Would love some feedback from other hosts. We have a guest that checked out today after a 3 day stay.  He notified us last night that the "couch collapsed." Upon inspection, the wooden frame completely broke into fragments.  The couch was in fine condition with no damages and fairly new. The guest is requesting a refund for the "inconvenience."  I am surprised by this as one could also argue that he would owe me a new couch. If I check into a hotel and the sofa breaks, I would most likely be held responsible.  For him to ask for a refund is surprising and I am worried he will claim injuries now. I appreciate any thoughts!

[Branka-and-Silvia0]

@Kelly755well, the attack is the best defense and your guest uses this tactic. I would request money for the sofa through the resolution center. You have to have photos and it would be ideal if you have a bill when you purchased it.  If he refuses to pay you can involve Airbnb and leave them to decide.

[Mark116]

@Kelly755   Is he overweight?  Was he traveling with a lot of bags or can you think of something he could have put on it to collapse it?  Is it a sofa bed and maybe he didn't know how to work it so broke it that way?  Couches collapsing is pretty unusual.

I agree, if someone breaks your furnature they owe you for the new furnature, you don't owe them for the inconvenience that they broke it.

[Kelly755]

Yes, a bit overweight and he had a larger friend as well. It would have taken quite a blow to snap it like this which suggests a little more than simply sitting on it. I appreciate the feedback!