Damage requests

[Wendy1898]

hi, I’m Wendy and I had a group stay at my home and there are damages an additional cleaning that I had requested through the air cover. Of course the guest denied the request but I haven’t heard anything from Airbnb at all? Will they be contacting me? How long does it take? I want to replace some of the items before the next guest comes. We have a very large home and we’ve never had an issue with any of our guests damaging or not caring for our home until now. 

[Debbie210]

I would document everything with videos, as well as photographs of the way the guests left your house. If you’re waiting for AIRBNB, I would take matters into my own hands, before the next guests will stay at your home. I would have the house cleaned and replace any of the broken items, keeping all receipts.

[Elaine701]

@Wendy1898 

Hi Wendy. Sorry you had this experience, but it happens. 

Regarding Aircover... You should set your expectations appropriately. Despite how Airbnb promotes it, Aircover is not an insurance or guarantee (read fine print), and if the guest denies the claim, Aircover will usually do same.

So, don't wait for them.. it may take a very long time, if they don't  simply close the claim in short order... Clean up the mess and be ready for your next guests. 

In these cases, you have to just pick yourself up, dust yourself off, and get back on the horse. And try to screen your guests as best you can before they book. Prevention is the best remedy. 

Good luck and happy hosting 😃 

[Joan2709]

@Wendy1898 

Go to Airbnb.com/Resolutions

Click the Involve Airbnb Button

You have 30days after guest checks out to submit all your documentation. Don't miss this deadline or they will close the case without payment to you. If they don't contact you, you need to contact them so as not to miss the 30-day deadline. I have seen them continue to ask for addl documentation until after the 30days has elapsed, allowing them to close the case and not pay. The sooner you send your documentation the better.