Damage done to my home by a guest

[John143]

I had a guest reserve for 8 people and brought 14 in total about 2 weeks ago.  They trashed my house and broke my chandelier.  I left bad feedback and put in a claim.  It has been nothing but a fight the entire time with Airbnb for reimbursement.  They did reimburse me for the extra people after a week but getting reimbursed for the couch that need cleaning and the broken chandelier has been nothing less than a royal pain.  

The invoice for cleaning done by Coit.  It was altered since they do an estimate first before finalizing the bill.  I am sure I am not the only one to turn in a Coit receipt like this one that is adjusted!  Since there were scribbles and adjustments they would not take the receipt for proof of payment.  You see Coit gives an estimate first then used the estimate to make the final invoice.  This is why the changes were there but the total was very clear.  So I called Coit and they sent me a computer record of the visit which was also very clear and matched the original invoice and they still refused.  Then I send a copy of the credit card statement and once again refused.  They said they need a receipt like the original without and adjustments.  Oh my... So much time was spent on this so I called Coit and had then do a new receipt which Airbnb finally paid.  So really what is being said here is they just want to make things tough so that you drop the claim.  That can be the only reason for such ridiculousness.    

The chandelier also was broken and I found someone to repair it.  The Chandelier repair company however will not come remove it and replace after the repair.  So Airbnb TOLD me to get a handyman estimate, which I did, to remove and replace it for the repair.  Then I sent both the estimate for the repair and removal and reinstallation to Airbnb.  Believe it or not they only paid for the repair.  I asked why and was told that they only pay for the lower of the 2 estimates.  WHAT...  You tell me to get an estimate from a handyman to remove and replace after the repair and I send you both estimates that are very clear and concise and you tell me that you can only pay the lower one.  They are 2 separate invoices for 2 separate services.  So I write them and tell them this 2 days ago and never hear back.  I guess they figure their response to me was final.  

So now I have put in a new claim even though it is more than 2 weeks after the guest left for the chandelier repair.  I really don't know what else to do.  This has taken so much time I cannot tell you.  I use Airbnb as a retired accountant to support my family that has 2 disabled children and a wife with severe MS.  Again I cannot understand why they want to make things so difficult except to discourage further reimbursements.  I was told VRBO is better for this since they let you take charge of the deposit so maybe that is the answer.  I really like Airbnb but if the service is so poor when standing behind what they advertise to take care of their hosts I must take that into account.  

A little about my Airbnb account...

90 stays this year alone

Over $50K in earnings

This is my 2nd damage claim for a total of only $400

All 5 star reviews

4 properties

P.S. I asked twice in my emails for a supervisor to call me and no one ever did and no one ever acknowledged my request. 

[David126]

@Mark26

Do you know how the Guarantee was initially administered? I am under the impression it changed.

[Ma0]

Hi,

A veteran host here. my advice:

1. meet your guests in person in check in and make sure only registered guests allow on the property.

2. check ID of all the guests and keep a copy of their ID.

3. write detailed house rules print it and let every single guest sign it. in your house rules write "only guests on the resrvation allow on and in the property" do not allow parties eighter. keep a hard copy.

4. Stop at the property on ocassion or send someone to check it.

when guests know you have their ID information and their signature on the house rules they are more likely to keep the rules and the property as they find it.

[Christine333]

Hi there everyone I recently have the guest from hell!! Three reviews were good for them but after 10 days I am still finding more damage done to my unit ! I have made a small claim thinking that was it but this morning I have found that they have used my egyptian cotton bath towels (white) to remove grease and dirt from their bikes which caused most of the damage. Then used my new washer and dryer to try to remove the large stains. Then placed the still stained dirty towels into the shelf where I discovered them this morning. Two of my crystal glasses are cracked, these were at the back of  my top cupboard, I have had those for years!! I decided to check the bedding which i washed and folded and placed back into their box to find yet again more grease stains, and a small tear in the side of the duvet cover. Can anyone please tell me if I can make another claim ??

Cheers Christina