That is so frustrating! And how additionally difficult that it has happened more than once! I'm glad you got to vent here and if you are looking for advice, this is what I have to offer:
1. Considering this has happened more than once, you may wish to revisit how you are vetting your guests. Common measures are:
- turn off instant book of it is on.
- if you use instant book, use the most restrictive settings (only guests with good ratings, verified IDs, etc)
- when you receive a request/inquiry/booking ask questions about what brings them to the area, who is in their group (friends, family, etc) to start the dialogue and hopefully go from there.
-include specific verbiage in your listing and/or confirmation message regarding policies/expectations around guests/unregistered guests, moving furniture, damages, food/drink in various areas, etc.
- Some hosts just say breaking any house rules can lead to immediate cancelation of the booking with no refund and removal of all people from the property; other hosts seek to deter behaviors by associating each with a hefty fine ($100 for smoking any substance anywhere on property; $200 for moving furniture, etc.) and that booking serves as and agreement to all house rules and subsequent fines/consequences. Many times this is a deterrent more than a solution as guests looking to break these rules may simply move on and book somewhere else.
2. While the AirCover policy provides some measure of security/peace-of-mind, I would not rely solely on it to resolve issues (for more evidence, search through the posts on this community center on hosts' experience with making claims). I consider Airbnb's Air Cover as a way to recoup small claims and/or part of a deductible for my regular insurance in the US (I can't speak to the situation elsewhere). Air Cover will not cover the truly disastrous damages, like having to replace/repair your in-ground pool. It is extremely difficult to prove that this level of damage was due to the actions of a single guest during one stay. And even if so, they are unlikely to cover the entirety of *all* of the damages for something like flooding a bathroom (mold remediation, flooring repair, plumbing, etc). A solid, reliable insurance policy with a short-term rental clause is necessary for these larger claims. If your deductible is $3000 or so, Airbnb may reimburse you for some of this--- so hiring a delivery service to move the furniture inside is a great one for this and well worth claiming it with AirBnB (be sure to get a professional invoice on letterhead), as it's only a couple hundred dollars. Maybe you can be compensated for the broken clasp on the sectional or maybe even replace the sectional if it's truly stained. AirCover is also great for small damages (a broken door knob, lamp, faucet) or losses (a pan goes missing, a comforter is ripped, curtains ripped, etc) Just be sure to document, document, document!
I am so sorry you're going through this, but hopefully these experiences will help you set-up your listing and policies in a way that saves you more heartache in the future.
All the best,
Lenore