Damaged Property & Missing Key

[Matthew41]

Hi - 

A guest moved out after a 6 week stay. She has a key (which she says a nursing aide has but is now out of town), damaged my carpet with cigarette ashes (smoking wasn't permitted) and took some towels. She said "report me" when I nicely asked her about it. What do I do in this case - I feel like I have to change the locks ($150) and the other stuff is another $150.  

[Dave-and-Deb0]

Hi @Matthew41,

It is really unfortunate that you do not have a security deposit setup for your listing.  You need this in place for situations like these.  Also, when renting long term, it is advisable to have a rental contract and a damage deposit.  In any event, you could try to put in a resolution request and see if she will agree to it.  If she does not, you could then try to escalate it to Airbnb and see if there is anything they will do for you.  If that does not work, you could always claim it on your own home insurance or just claim it as a business loss.

I am really sorry to hear that this happened to you.  Please think about adding a security deposit to your listing.

[Renetta0]

Matthew,

I too had a similar situation.  My first guest rented for a month.  When she left, she took the key and garage door opener.  When asked where these items were, she responded she was sorry she forgot she had the keys.  I told her she needed to overnite the missing items to my property manager's address.  No response.  The cover to the lockbox was also missing-no response.  After she left, our property manager found the pool heater set to 95 degrees and the air conditioning to 59 degrees.  I had requested she cut back on this, as I got my electric bill (skyhigh).  I feel she purposely ran my bill up.  So I have learned to charge for pool heat (the pool was at 85 when she arrived).  I have a $500 security deposit.

When I asked for money for new lockbox, garage door opener, and new locks, the resolution center got involved.  I use the word involved loosely.  After about two weeks, and three phone calls, I finally got an email from the resolution center asking me for the original receipts and replacement receipts.  The garage door opener came when we purchased the house, so I don't have that.  They also asked for a copy of the police report!!!  I didn't call the police about this matter.  I thought since I had a security deposit, I would just need to submit my replacement receipts and all would be good.  I am very doubtful I will get anything out of airbnb.  Also,  they said since my key didn't have any identifying information, like the address on it, it was not a safety issue and I would not be able to recover my loss for having a locksmith come out and change locks.  So how is having a stranger with a key to my house NOT a safety issue.  I am so frustrated and after reading about the lack of support airbnb provides it's hosts, I don't have any faith in them.

Does anyone have any suggestions?  This resolution center investigation is a joke.