Airbnb Insurance

[Mandy440]

Hello,

I have had a renter from Airbnb break our dryer. Airbnb has been ignoring our messages for over a month about replacing it. Every time we call they tell us it is being “escalated” yet we don’t get any response. Has anyone dealt with this? We’re thinking of removing ourselves from Airbnb due to the lack of support with this issue. Any advice? 

thank you! 
mandy 

[Mike-And-Jane0]

@Mandy440 How did the guest break the dryer?

Also do be aware that Aircover pays a depreciated value so if the dryer is more than a few years old they will not pay out much. 

You will be far better off claiming on your own insurance I am afraid. Removing from Airbnb will, of course, lose you Aircover and will put you in a similar position to other STR sites.

[Mandy440]

I’m not too sure how she broke it. We used it to prepare the Airbnb before she came. She had used it several times during her stay. Once she was leaving she sent us a text informing us the dryer no longer worked. 

airbnb use to be fast to correct these issues. Unfortunately their customer service has really gone downhill. Don’t feel as protected as we use to. The headache of dealing with Airbnb isn’t worth it at this point. 

[Mike-And-Jane0]

@Mandy440 It sounds like your dryer has broken down which would not be covered anyway.

[Mandy440]

It’s a new dryer. It wouldn’t just break randomly. 

[Mike-And-Jane0]

@Mandy440 Actually machines often suffer from infantile failure. If a machine survives the first few months or so it will often last forever.

If it is new shouldn't you be claiming under warranty? 

Frankly unless you can see some damage it is highly unlikely your guest is responsible.

[Fred13]

The first question that will surely arise is what exactly did they do to 'break' it vs. it simply stopped working from use/age. What was the repair person's opinion? How old is it? Is it absolutely necessary to even provide one, outside of personal choice? In the STR business nothing is cut & dry (no punt intended) and it shouldn't be since to some extend many 'costs' are shared by all. 

[Jenny]

Hi @Mandy440 

I just wanted to check in and see if Airbnb Support had got back to you about this yet?

Jenny

[Mandy440]

Nope! Been over a month at this point.