Time Sensitive Q - Valid Damages for a Claim?

[Leslie123]

I just had a guest leave today and two things:

1. They spilled red wine on a white parsons desk and there are multiple red stains that I cannot get out.

2. In trying to clean it up, they used "wipes" to try to remove the stain and flushed it down the toilet. It backed up the toilet and I had to call the plumbers. Plumbers told me the wipes got caught in motor and burned sub-pump out and it needs to be replaced. The parts are $300 and does not even include labor which will be substantial because they have to rip up the deck to get to it tomorrow. So let's say $600 EASY. 

3. In the meantime, my new guests arrived today and don't have use of their ensuite bathroom - we must share mine in the main house. Not good.

Now to be clear, spilling the wine was an accident and accidents happen. She did not know that wipes would have this effect (I did not either!) if thrown down the toilet and I did not have a "house rule" that specifically says "don't throw wipes down the toliet"! She is also a body worker and yoga instructor and is not flush with money. She is extremely sorry but does not see this "as her fault" per se.  

It is not clear to me, and I cannot find any guidelines on under what case one puts a claim in for damages. Is a wine stain "wear and tear"?  Is the wipe down the toilet that causes damage cause?

And guidance or guidelines here much appreciated. For what I understand, this is time sensitive and I have 48 hours....now 40!!

[Alexis-and-Mark0]

The desk may end up being an expensive learning experience about what you allow in your rental space (perhaps a rule about no food or drink on the white desk?), and has me thinking that a security deposit might be a good fit for you for instances like these. Ultimately accidents do happen and in many cases other folks aren't going to be as conscious as you are about your space. I put coasters everywhere and constantly return to glass rings on nightstands and coffee tables. Now I just accept it as coming with the territory. IMO I'd say the red wine is an accident that could happen to anyone and is not cause for a claim. 

As far as the cleaning wipes go - I believe it's general knowledge that the only things that get flushed down a toilet are excrement and toilet paper. That's it. Ever. And to me that's a given. I'd reach out to the guest via the resolution center and see if they would be willing to split the cost with you. Again, accidents do happen, but this seems extreme and a $700 bill, no bath for other guests, and having your deck ripped up, to me justifies asking for a bit of compensation. You seem to be thoughtful and understnading and are taking into account this guest's situation which is very nice of you, but I believe sharing the responsibility here and the guest contributing to the cost of the repair is fair. 

I'm not sure how a "claim" goes via Airbnb, but again I would reach out to the guest first via the resolution center and see if you can come to an agreement there about splitting the cost first. 

Hope this helps! Best, A

[Leslie123]

Given the fact that the majority of the involvement of the Resolution Center results no action and that mosts hosts appear to be frustrated with their efficacy, and because she and I had developed a repoire, I decided for her and I to address directly. I laid it out to her and left it up to her what she wanted (and could give). Knowing I was going to probably get $0 from AirBnB, I saw anything as upside. She did do what she could and ofcourse given circumstances, it was a small portion of the total cost. But I feel better about the way we handles it in this case. I did not want it to be acrimonious nor did I want to bring in a third party that would have an outcome worse than mine. 

[David126]

You can certainly claim but that is all, it is not your call what you get paid.

The guest could agree and pay you in full, that sounds unlikely.

Then it would be an AirBnB employee who would decide and it is difficult to second guess what that call may be.

[Kelly149]

@Leslie123 Other hosts chime in but I believe the rule is 48 hours OR before the next guest checks in to file a claim. 

2. My rules state that nothing goes in toilet but tp & human waste. As you've now unfortunately learned this can be an expensive thing not to know. 

3. I've filed two RC claims, both of which were completely approved by CS after guest admitted fault but didn't pay thru RC so it is not necessarily impossible to have damage covered. 

[Leslie123]

Then it even was less time since the next guest checked in 8 hours after the first one left. Good to hear of your positive experiences! The total costs of the repair was $1,500. I now have signs up and comment in the house rules. The guest gave me $50. There is no way she can pay more and I don't want to litigate.

[Amy38]

@Leslie123  Oxyclean spray will get the wine stain out.

As for the other, what motor? I have never heard of a drain with a motor.  I really question this issue.

However, it seems you will have a big enough bill to use your homeowners insurance.  As for Abnb, open a grievance and tweet the problem when they act like the useless Millenials they are.

[Leslie123]

Oxyclean was the first thing I tried. No go.

The drain does not have a motor. LOL. The Sub-Pump that controls the water flow and empties the toilet does. In any case, the wipes jammed it up and burnt the motor out. total cost for labor and parts: $1,500.