False guarantee promises

[Inge33]

On September 10, 2017 I returned from my vacation, in which I rented my house with airbnb. However, when I arrived at home, I found a ravage. Due to a clogging of the toilet there has been a flood and destroyed my wooden floor completely. I also couldn't use the toilet for more then a day, because I had to wait for a plumber. I called directly with airbnb and they advised to turn on a damage consultant to set up a damage report. In addition, I have submitted a complaint to the resolution center, including the damage report (the damage consultant has calculated my home's damage to over 2000 euros).
So far, it looked hopeful, also because you claim to give your hosts a guarantee of $ 1 million. However, plus minus 50 phone calls further (all recorded) I was:
- being shuttled from pillar to post;
– insured to be called or emailed back (not);
- put on hold (then the connection was disconnected after 10 minutes);
- or just hanged up...

This has no use, that´s why I need to try it another way.
If you claim the host is covered after damage, you also have to act like that! It's been almost 2 months ago and I still have 0.0 response from your side. It is said that my case is with the trust & safety team and that they will contact me. I therefore demand that I get my money this week so that I can replace my floor! Else I have to go to the media to warn all the airbnb-hosts about your crappy guarantee-procedures and false promises.

Cheers, Inge

[Fiona-and-Keith-and-Fami0]

@Lachman0 I have very recently had a conversation about this VERY thing--guests not reading the listing details and then dinging us in the review. Airbnb rep told me that if there's a discrepancy between what we have in our listing details and what the guest writes/complains about in their review, that Airbnb will remove the review because it clearly is not an accurate review of the listing details. It should be on THE GUEST if they don't read the listing details, NOT the hosts. Press to have them remove the review, ESPECIALLY if the guest complains about something you have CLEARLY STATED IN YOUR LISTING DETAILS. I get mad about this issue because hosts often go to a lot of trouble to write and re-write their listing details to improve them in an effort to be as transparent as possible. Good luck!!

[Alexandre239]

So sorry to hear about your experience same thing happen to me and to tell you the truth a think there is idiots who processes the claims  no phone calls from the manager or supervisor just the emails and the don’t care at all 

[Sofia-and-Ed0]

YOU SHOULD.  

[David126]

As we are talking about Insurance and that was something I used to do.

1. As has been mentioned many Hosts have great difficulty finding anybody to Insure them.
2. Insurance is designed to cover the more major losses, most of the issues I see on here are minor. Insurance policies have deductibles to cut out or minimise such claims, make a lot of minor claims and you will find your rates go up or be dropped.
3. The usual method when renting property is to require a Security Deposit, not something AirBnB offer.

[Claire426]

The moral of the story, don't trust Airbnb with their false claims that they have us covered....there is too much evidence to the contrary online. Hosts just have to hope that their guests behave like mature and reesponsible adults and PAY UP if they damage some one's home! Airbnb and insurance...pfft.