Hi everyone,
I wanted to share my recent experience as a Airbnb host in Ontario, Canada and get some advice — this situation has been frustrating and feels completely unfair.
A guest misused our brand-new shower handle — instead of turning it left or right for hot/cold, they yanked it straight with force, breaking the valve. We had to replace the entire valve set and even called emergency services to fix it so the guest could use it. The total damage we are seeking to claim is $1,356.
Here’s the story of dealing with Airbnb:
1. First denial: Airbnb claimed it was a “mechanical failure,” despite us providing receipts and proof that the bathroom had been fully renovated just 3 months ago — no wear and tear, no maintenance needed.
2. Escalation request: I asked to speak with a supervisor. No response for 2 days, then received a sudden call — without checking booking availability.
3. Supervisor call: Extremely unprofessional — wouldn’t let me finish sentences, spoke in vague generalities, and seemed not to investigate the case at all.
4. Final decision: Claim denied again. Airbnb’s reasoning? They “couldn’t conclusively determine guest responsibility” because the guest promptly reported the damage. In other words, reporting damage = host absorbs all costs, even when the evidence clearly shows guest misuse.
We submitted:
Receipts and proof of a recent full renovation
Contractor report confirming the damage was caused by excessive external force, not normal wear or defect
Confirmation from the previous guest who checked out hours before this guest, verifying the bathroom was in perfect working order
As a host, this feels extremely unfair. Aircover/Host Damage Protection seems more like marketing #scam than real protection — at least in this case.
Some folks have suggested arbitration or taking the case to small claims court. Has anyone tried that with Airbnb in Canada?
Any advice or similar experiences would be greatly appreciated.
