2nd guest wants refund for stay

[Rachel1893]

My second guest just checked out. She was an hour late checking out and as she was about to leave she noticed that one of the vehicles there was an attempted break in. Luckily just the window was cracked and they didn't get into the car and take anything. It was parked in our driveway off of a public street. She is asking Airbnb to refund her entire stay for this. When she asked me what to do because it was on our Premises I told her to file a police report and file a claim with her car insurance.  Do you think Airbnb will refund her stay for this??? I don't understand why she feels I am responsible.  I do understand it would be upsetting and distressing and am very sorry it happened. 

*it definitely seems a rare event for our area. I have left stacks of packages outside for days and never even had anything taken.

[Rachel1893]

I have to agree. I hope for the best in people always so I truly hope she was just so upset by the event she wasn't thinking logically. 

I have been thinking about a disclaimer like you mention but I don't want to put the idea in anyone's head that our neighborhood is unsafe. This is truly an uncommon and unfortunate event. Like I said, I accidentally had half a dozen packages delivered to the front door while we were away and they were untouched for a week until we returned.

[Colleen253]

@Rachel1893 ."....but I don't want to put the idea in anyone's head that our neighborhood is unsafe".

No worries, just put it in your house rules. No one will read it. 🙄 It's just there to back you up in the event this happens again.

[Rachel1893]

Good point! 

[Debra300]

@M199,

In regards to point number 1, that's why I recommended giving a copy of the security camera footage for the guest's entire stay.  It probably wouldn't take long to notice that the host's cameras weren't pointed towards the designated parking spot.

Point number 2 is a great suggestion that I may incorporate.

[Rachel1893]

Adding that now!

[Rachel1893]

Update:

Airbnb denied her request for a refund of her stay so that is a huge relief. She then made a request with their claims department for theft of property during stay to have them fix her window. They said they are closing the case but I got no more details. 

Glad this saga is over. Except for a possible poor review. 

[Colleen253]

That’s great news @Rachel1893!

At least you have your chance to address her ridiculous behavior over this, in your review of her.