Are damages automatically at fault of the guest?

[Lior20]

A bed frame broke when I sat on a bed in a place I was staying. The host requested the cost of bed frame replacement, arguing the bed was relatively new. After two attempts to argue that it's not my fault that a bed frame broke from simply sitting on a bed, Airbnb resolution failed to address my concerns and simply shrugged me off, providing zero explanation why I'm being charged except for saying "everything that happens during my stay is my fault". Fortunately the charge wasn't that high, but it shuttered my trust in Airbnb at a possibility of a future attempt at requesting large sums of me happens and it's not my fault.

[Rebecca]

Hello @Lior20 👋

I'm really sorry to read about our recent experience. I wondered if you had heard anything further from Airbnb customer support since you posted? 

Looking forward to hearing from you! 

[Lior20]

Hello @Rebecca 

I have not heard anything from Airbnb customer support since I posted.

[Rebecca]

Oh dear, have you reached out to them throughout this process? 

@Oksana127 has left some interesting information that may help you when you do speak to them. 

[Oksana127]

I'm sorry to hear about your experience. Airbnb's policy states that if a guest, their invitee, or pet causes damage during a stay, the guest is responsible for covering the costs. However, damages resulting from normal wear and tear are typically not the guest's responsibility. ​

In your case, if the bed frame broke under normal use, it could be considered normal wear and tear. If you believe the charge was unjust, you can appeal Airbnb's decision. Additionally, sharing your experience through a review can inform future guests.​

I hope this information helps clarify your situation.

[Lior20]

Thank you both @Oksana127 and @Rebecca for taking the time to write. It's been a while back, and I have gone through the whole appeal process (twice). The problem lies in that the team reviewing the appeal was the same as the one previously made the decision. I pointed out as to how the bed broke down, but they've held up their decision twice. I called customer support a few times, each time they said only the resolution center can deal with it. Basically I was dealing with a body that has made a decision and no one else to review it.