115 year Old Hardwood Floors Damaged (Normal Wear and Tear) and Smoking

[Jennifer464]

I had a horrible experience with guests who amougnst many other things, scratched my 115 year old hardwood floor, which will require me to refinish the entire first floor living and dining room in order to match the stain and smoked on the property. They also helped themselves to food I had hidden in the house, which was not even in the kitchen, threw trash in front of my rowhome, damaged my dining room table, etc etc. They were horrible.

I submitted a claim for the hardwood floors, twice, and both times Airbnb said it was normal wear and tear which is clearly not the case. The floors are 115 years old, I've lived there for 5 years and this has NEVER happended. Airbnb would not explain why this is deamed normal wear and tear and rejected my claim.

The smoking required my back patio to have to be cleaned and part of my house to have to be scrubbed before the next guest, which cost me a lot more money. The rules clearly state no smoking within 100 feet of the property. Airbnb rejected this claim as well.

As anyone else had luck with claims? I'm considering closing my hosting account.

[Emiel1]

@Jennifer464,

Sorry to hear you have a bad experience with a guest. I see you have no security deposit on your listing. (Why do you mention in the title: no deposit ? It is not charged anyway, even if you have one). Maybe consider to add one, as it makes claiming damages easier: https://www.airbnb.com/help/article/140/how-does-airbnb-handle-security-deposits

You wrote "he rules clearly state no smoking within 100 feet of the property " , but i could not find this rule on your listing. If Airbnb rejects a claim, it's hard to fight it. It's all about proof and the guest not denying being responsible for the damages.

Best regards,

Emiel

[Jennifer464]

I don’t require a deposit bc the rules to collect against a deposit are the same as collecting without it. 

[Emiel1]

@Jennifer464,

No, they are not exact the same. Airbnb can collect money from the guest if there is a deposit, even if guest disagrees with claim. It's easier procedure for them, so less work to manage the case, and so less change on a denial. There are examples of such cases in this community. Please read this article and  note the  last sentence :

https://www.airbnb.com/help/article/352/what-happens-if-a-host-makes-a-claim-on-my-security-deposit

Best regards,

Emiel

[Jennifer464]

Thanks. I wish I could get a straight answer from Airbnb. They themselves told me it was the same process to collect. After thinking about it I’ll probably add a deposit to deter guests like these from booking ever again. If that doesn’t work I’ll delete my listing. It’s just not worth the risk.