Rug stain damage

[Laura5619]

Hello, I’m relatively new to Airbnb and wondered if anyone could enlighten me to where I stand with a guest damaging a rug? Unfortunately the guest and myself have tried to remove the stain with no luck and the rug needs to be replaced. What is the usual procedure in a case like this please? (Can the guest be expected to pay towards a new rug? Does Aircover help towards something like this?) 

many thanks in advance. 

Laura 

[Kate867]

@Laura5619   You need to initially send a request for the replacement cost via the resolution centre to the guest.  Send invoices and any other information with it.  The guest has 72 hours to respond and then Airbnb will take it on board if they decline or do not reply.

[Anonymous]

@Laura5619  your townhouse looks so cool!

You can initiate a claim with the guest via https://www.airbnb.com/resolutions, but there's no way to bypass the request and go straight to Aircover.