As a host, we all hope to avoid nightmare guests, but in the back of your mind, you know it's bound to happen. You do however hope that Airbnb have policies in place that help take care of the host when the unfortunate event strikes or at the bare minimum have the common courtesy to provide clarity which is what has been the most dissapointing aspect of the whole experience from our recent issue that took place at our cabin..
We just had our first nightmare guest in over a year but it happened during the busiest time of the year at our winter cabin in Big Bear. We had a guest that absolutely destroyed our oven, over the range microwave/hood, fridge door and also smoked in our cabin. We understand from reading other posts and polices that that "the primary purpose of the host protection plan which is automatically provided for all hosts, is to protect you in liability circumstances. That is someone is injured on your property, etc. Security deposit handles the relatively minor damages that can occur with even the best guest. Major property damage can also be handled under the host protection plan, however, like all insurance, it is up to the insurer to determine how much to pay. " We also understand it's at Airbnb's discretion on what the payment amount will be for damages they'll help cover. We didn't expect that our case manager was absolutely useless and not helpful in providing any level of clarity. We were offered a payment that is a fraction (roughly 1/3) of the damages to replace all the broken appliances and given generic responses when we try to push for more guidance. What makes the matter worse is that we weren't provided any information on how we can be made whole (or at least how to close the gap) i.e. if the payment issued to us already includes the Security Deposit because if it doesn't we can try to at least recoupr it from the guests. There's nothing in the platfrom that makes this apparent nor do we know how to claim our deposit once the case has triggered Trust & Security.
We love airbnb both as host and as guests, but this really puts a bad taste in your mouth when the host is put in the position to hold the bag with when we open our doors to guests through Airbnb. Superhosts gives their guests great treatment and great guests treat the hosts place with respect, and we think it's only fair that Airbnb afford their superhost the same level of courtesy.
