AirCover - What's the point?

[Ryan368]

Short story...

We have a relatively new listing in our account. We have several older listings, we are superhosts, I have been hosting for about 10 years. 

The new listing is a cabin. We purchased it and furnished it with new stuff last summer.

I had a reservation on 2/22/25.

Guest checked out the next day.

1: The guest showed up with additional unregistered guests.

2: This required them using the pullout couch.

3: They left around 11am on 2/23.

4: At 1pm on 2/23, I filed a damage claim that the (almost brand new) couch we bought now had a 4" by 4" burn hole in it.

5: I notified the guest and sent AirBnB photos of the damage, the original receipt, and photos of the past two cleaning which did not show any damages.

6: The guest said they didn't do it (of course).

7: I said, my cleaners reported it to me and I reported it in the damage claim. It was never seen prior to their stay.

8: They provided a photo of the damages and said they were already there.

9: I asked why they would take a photo of that and only that and never send it to anyone until after they checked out and a damage claim was filed. There are a few other small damaged spots inthe rental, nothing major, but they didn't take any pictures of those.

10. They couldn't answer for why? 

The claim was for $1300 because the couch was basically new and it is in the middle of nowhere. There is no one around who does remote repair services and I can't haul this couch to the nearest city. 

Naturally, AirBnB found in favor of the guest and denied my claim. They said my timeline was off. I asked how my timeline could have been any better. The guest checked out and within 2 hours I submitted a damage report with photographic evidence of the damages and historical photos of past cleanings without the damages. They simply stopped responding and haven't answered anything about what more I could have provided or what timeline they were expecting.

Paying them a service fee to fail at covering simple damage claims is unacceptable. I've hosted thousands of reservations and I might have 10 damage claims in 10 years. They never once accounted for my history on their platform or my performance hosting in regards to my damage claim. They just decided the guest (who had 4 total reviews and had already broken the house rules) was right and so I'm out $1300. 

Way to go, AirBnB. You're slowly pushing me towards other platforms.

[Ryan368]

In our case at this property because it is remote, the cleaners is the property manager, neighbor, and I friend. She didn't do it and we have had perfect cleaning reviews. There aren't any torches or lighters really in the property. This was three younger guys and I'm guessing they were smoking weed and dropped some ashes the spread as they burned the hole. 

[Julee0]

I am so sorry to hear this!  Airbnb - has been oh so disappointing on a lot of levels. And you are a Superhost.  So much for Aircover.  That sucks.

[Ryan368]

Thanks. 

[Farlene0]

We had a similar experience with our brand new hot tub. They just kept closing my case. I would reopen and they would close it again. When a month had passed and about 20 cases closed on me, I was told I can’t file a case after 30 days. They never paid out and I was just out the money. Very disappointed. Now dealing with a crazy lady they won’t help with because they are simply a “third party” and don’t want to look bad to the guest. I too am a super host and have multiple listings. I have very few claims made and I am getting very upset at the lack of care for me as a host. Thinking I need to find a new way to get more rentals without them. They are not longer taking care of host like they once did and we are very much at risk. It’s disappointing because I really liked them before.

[Ryan368]

Agreed. I have been creating listings on other platforms. I'll happily pay for a good PMS service to consolidate several listings if it means I'm doing less booking through Airbnb. 

[Chad548]

Arbitration according to the Aircover terms

[Rose422]

Here is one option to repair your couch nearly for free, https://www.facebook.com/share/v/1BhmuCpDHC/ just came across randomly and thought to share. 

[Ryan368]

I wish. Mine is sort of a faux suede leather and the hole is pretty large. I will likely end up sewing in a patch of the extra fabric they provide. Thanks for this though. 

[Chad548]

Don't be afraid to start the Arbitration process with Airbnb. Aircover is a deny, deny, deny policy and then maybe offer a lowball offer.

Especially if you have recent receipts of purchase. Most guests would report that kind of damage right away.  A notice of arbitration will get you another offer and then you can decide to follow through or not.

They are waiting out the clock as the Host Damage Protection Terms say you have 30 days to complete the case. Don't settle if you have your ducks in a row.  That will also make them produce whatever evidence they have.

[Jennifer4492]

I’m honestly shocked at how bad AirCover is. This has been a huge lesson for me. My guest caused over $1,000 in damages, and AirCover only offered $380. When I told them I disagreed, they said it wasn’t up for discussion — that’s all they were giving me. I’m so disappointed. I thought they were there to protect us.