broken window

[Klaudie1]

hi,  my guests broke my window and didnt tell anything. they left during the night. btw they also lost my keys and there are black lines at the wall. is there any chance i ll get some money from them?

thank you for your advice. klaudie

[Donna15]

@Klaudie1, unfortunately you've required no security deposit and you have no house rules on your listing. It's not likely you can get help from AirBnB. However, you could contact them and ask what they suggest. Take a photo of the broken window and the marks on the wall, and get or make an estimate of the repair costs. You could then contact the guest and approach them about reimbursement.

Bottom line is that - if the guest does not respond - you should give them a negative review, stating the damage they did. You should also report them by clicking on the small flag icon near their profile.

For the future, be sure to require an adequate security deposit, and draw up a firm and clear set of house rules so that AirBnB will back you if damage is done. 

To contact AirBnB go to the 'search for anything' box on this page and type in 'how to contact AirBnB'. Or google 'Contact number for AirBnB in XXX [country]'.

[Linda108]

@Klaudie1  Apparently you are an experienced host with 24 reviews and a very luck one as well!  No security deposit or house rules is something I would correct right away.  Otherwise you must be doing everything right.  Continued success!

[Alice-and-Jeff0]

I'm going to contradict @Donna15 and encourage you to right a THUMBS DOWN review for the guest whether they respond or not. They broke a window, damaged your apartment and snuck away in the night because of it.  Don't let them stay with another host and do the same thing - we have a responsibility to one another. 

Also, you should open a Resolution Center claim right away, regardless of the security deposit issue (agree that you should add one immediately along with house rules as @Linda108 and @Donna15 advise).  This is the place to negotiate for recovery of funds.  Not requiring a security deposit does not avail you of requesting, formally and through the Airbnb system, that the guests pay for damages.  Airbnb, if given the proper documentation like pictures of the window, copies of receipts to repair, etc., may still intervene on your behalf - problem is, they have little legal leverage because of the lack of requested security deposit. 

I'm sorry this has happened to you, but do not feel powerless just yet.  You have options.