Resolution Center - Damages vs Ordinary Wear & Tear - House Rules

[Jerret0]

Glass Stove top scratch by guests

To start this off on a postive note, I like Airbnb and have had some great experiances with it. I've been hosting on Airbnb for the last 2.5 years and maintained Superhost Status since 2nd month hosting.

Two weeks ago, for the first time, I had to ask a guest to pay for damages to my house because they left the toilet in the guest bathroom serverly clogged that required me to make an emergency call to a plumbing service to have it corrected before the next guests arrived. Also they left a deep scratch on the new glass stove top in the house. After looking into how I can repair the stove top I found that it is not repairable and must be replaced. A replacement is a little over $300.

When I reached out to the guests they of course denied everything and said the toilet was working fine while they were there and that someone else must have scratched the stove because they only ate out, didn’t cook anything and had minimal presence in kitchen. Therefore I had to use the resolution center and submitted a picture of the scratched stove (attached), receipts and an explanation of everything. I also use a maid service to clean my home between bookings and was able to document communication with the maid business that confirmed that the maid also witnessed there was no scratch on the stove before the guests reservation.

I submitted a claim to the resolution center to collect the security deposit on my listing (not the host “guarantee”). The guest agreed to pay for the plumbing services but still refused to pay for the stove and suggested I take measures to repair it or find a cheaper option than replacing the stove top. The guest also said that the maid service and myself seeing there was not a scratch on the stove top before they guest arrived was only circumstantial evidence and does not directly prove the guest damaged the stove.

I then just moved forward and involved Airbnb and they quickly resolved it within less than 12 hours providing me the costs for the plumbing which the guest agreed to pay. BUT Airbnb said they will not provide me with the cost of replacing the stove top “due to the fact that we believe your guest was not liable of damaging the stove top, as it is an “Ordinary Wear and Tear” the deterioration in condition of property that occurs under normal use and conditions.”

My question(s) for everyone is:

1. Is this a correct/fair ruling?
2. Is there some kind of product/method other than replacment I don't know about that would actually restore this stove top to its orginal conidition?
3. Is this really normal wear and tear as Airbnb defined it (even when the guest said they didn’t cook anything)?
4. I have a section in my house rules (below) that is supposed to layout the terms for instances like this. Shouldn’t this protect me in this case? 

One of the sections in my house rules:

- MAINTENANCE AND REPAIR: Guest(s) will, at Guest(s) sole expense, keep and maintain the Premises in good, clean and sanitary condition and repair during the term of this Reservation and any renewal thereof. Guest(s) shall be responsible to make all repairs to the Premises, fixtures, appliances and equipment therein that may have been damaged by Guest(s) misuse, waste or neglect, or that of the Guest(s) family, agents or visitors. Guest(s) agrees that no painting will be done on or about the Premises without the prior written consent of Host. Guest(s) shall promptly notify Host of any damage, defect or destruction of the Premises or in the event of the failure of any of the appliances or equipment. Host will use its best efforts to repair or replace any such damaged or defective areas, appliances or equipment.

I have responded to the case manager asking some of these questions to get a better idea how they arrived at their decision (I did not ask for the ruling to be chaged). The case manager of course just responded not answering any my questions and just reinstated with a copy/pasted message that the ruling is final and cannot be overturned.

[Helen471]

This just happened to me. I woke up this morning to find my glass cooktop cracked. According to the manufacturer, it is dangerous to use my cooktop like this and can cause electric shock or even an electrical fire. So now I have to repair the cooktop and cannot cook for my family. I have STRICT house rules about guests using my kitchen and the cooktop is off limits as are my cabinets and drawers. I came home a few days ago to find that this guest had been using several cups from my cabinets. I clearly asked the guests if they have looked over ALL of my House Rules before I could accept their reservation and they agreed that they had. It is not a coincidence that the cabinet that the cups were taken from happens to be the one cabinet that is next to the damaged burner. I believe something was dropped on the cooktop and the appliance repair has confirmed that the only way that the cooktop can crack this way is if there was a blunt force hitting it. The guests still have 4 more days here and are denying that anything fell on this cooktop. I am going to open up a claim with Airbnb because I don't want to have to pay for this repair nor do I have the money to do so. I am a Host because I need the income to maintain my home but if guests are going to continue to violate House Rules, then I may have to discontinue being a Host on Airbnb altogether. Here is a picture of the damage to my cooktop. 

[Gary780]

I had guest who had and apparently burnt meth in my apartment/ I kicked them out on the discovery after two days of their 1 week stay. I called the authorities and the substance in the plate was confirmed to be meth/ after they left I changed the door locks at my expense and found evidence of them using my silverware to cook the meth i also had permanent damage to my brand new kitchen sink, I found their torch and two more containers of white powder that I presume to be meth as well,  I submitted the photos of the damages to my property,the police report  and the evidence left behind . It was all documented and sent to Airbnb. The guest had the audacity to file a claim for a refund but I got no satisfaction from Airbnb. Their 1 million damage guarantee is bogus as fr as I'm concerned/ I have made repeated contact with Airbnb with no satisfaction. My case was closed but the case filed by my guest fora refund was evidently attended to, I,m at a loss, I thought Airbnb was a great platform but was unfortunately dismayed. I did talk to an Airbnb consultant that said i could file a case against the guest for damages or the company but still have not been directed to that venue. On numerous occasions i have been told i would be contacted by one of their specialist to further my case. Nothing has happened as of yet . If you could tell me how to file a claim with Airbnb it would be greatly appreciated. 

   Thanks Gary [Surname hidden]

[Lizzie]

Hello @Gary780,

Sorry to hear you had this experience with your recent guests. I've just highlighted this to a colleague of mine in our Support Team and wanted to check if you have received the recent messages via email that they sent you? 

[Ken2697]

Airbnb Neglecting to Pay for damages

Aibnb policy of allowing guests to decline charges for repairs despite providing evidence of destruction is a joke.  I put a brand new 3 bedroom apartment online and month 4, a guest with additional  10 others way above the 5 limit ravaged the apartment after staying for 3 weeks; holes in the wall, chip paints on multiple walls, pets without the host knowledge, removed over 2 dozens of new linens plus supplies in the storage closet yet Airbnb allowed the guest not to pay for these obvious damages and have stalled me since May 17th from getting reimbursements for these repairs.

This is an unfair practice and I have been calling Airbnb support every other day without any results.  This is unfair and we as host need to rally for a better practice than the one in place.

[Mike-And-Jane0]

@Ken2697 I have some sympathy but is it really sensible not to lock the supply cupboard?