i have requested reimbursement from Airbnb

[Sherif30]

Hi

My Guest Check IN at 8:00am on 27/12/2020 with 

Confirmation code

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and every thing was ok and as we are host we follow with our guests is every thing are ok or no ? we received from guest every thing was ok and great and ask about things and we provide it then we find SMS on what sup at 12:20pm on 27/12/2020 from guest telling us : '' Hi, my wife just opened balcony door few minutes ago. Now it's not closing back. There's a screw jutting out close to handle impeding door from closing '' then he request team to come fix it and see the problem and we sent specialists to see what's happen we find that Handel of the window is opened by wrong way in opposite direction from guest wife which make damage for Handel and broken it Handel from inside and request to change it all and cost 682.50 Dirham and we have invoice by that amount from building maintained so we request that amount from the guest from the security deposit 2,500 Dirham which mentioned in extra charges

**[Sensitive information removed in line with - Community Center Guidelines]

[Anonymous]

@Sherif30  Airbnb has its own process for requesting compensation for damage; it doesn't automatically assume liability for every repair that's needed during a stay. 

In your opinion, was this damage caused by misuse or negligence?  Would you be comfortable requesting that your guests pay you for it, even though they commendably reported it to you right away and don't believe they are at fault? If so, the procedure linked above is an option for you (though to be honest, it's quite a long shot). If not, you're best off considering the repair to be a normal maintenance expense, and thank the guests for reporting it.

[Sherif30]

this damage caused by misuse or negligence

[Sherif30]

I am not going to carry that damage on my cost 

[Sherif30]

handle is broken by misuse and negligence use

[Ann72]

@Sherif30  You have to ask the guest first to reimburse you, then go to Airbnb, and you have to do all of this before the next guest checks in.  If you don't follow these steps you will not be reimbursed.

[Sherif30]

i already do and guest reject to reimburse me then now i go to airbnb and do request 

[Ann72]

@Sherif30  That's good news - let us know how it turns out.

[Anonymous]

@Sherif30  You're 100% certain that the damage wasn't caused by an innocent mistake, and that there couldn't have possibly been an undetected fault in the door before these guests tried to open it?

I ask, because a claims adjuster would have a similar thought process. This is not an example of the kind of claim that is likely to be successful.

[Sherif30]

guest say in his conversation through what's up that his wife open door of balcony and its open and go inside then when return back to close it handle not working that's mean she rotate it in opposite direction 

[Anonymous]

@Sherif30  And were there written instructions prominently placed by the door, detailing how to operate the latch correctly?

[Sarah977]

You need to keep communications with guests on the Airbnb messaging platform, not communicate through Whatsapp. If you keep things on the messaging, then there is written documentation for Airbnb to review in the case of a dispute. If you use Whatsapp or phone calls or texts, then it's just your word against the guest's and Airbnb will not support you.

@Sherif30

[Lisa723]

@Sherif30

@Anonymous posted above the link explaining how to file a claim. Here it is again. I agree that you are unlikely to get anything out of this but a bad review, but you can try, if your next guest has not yet checked in and it has not been 14 days.

https://www.airbnb.com/help/article/264/what-do-i-do-if-my-guest-breaks-something-in-my-place

[Mike-And-Jane0 · Accepted solution]

@Sherif30 In our early days of hosting many things  had to be replaced. I think some might have been the guests fault but proving it would have been impossible so we sucked up the cost ourselves. Lets hope things go better for you in future.

[Sherif30]

ok i want to know what is the solution now ?