Damage to our unit by guest?

Level 1
Hagerstown, MD

Damage to our unit by guest?

Checking to see if anyone has suggestions when you file a claim for damages and neither Airbnb, nor their insurance company (Generali) seem to help? Our claim was filed back in December and after 4 emails and 2 calls to Airbnb and 4 calls and 4 emails to Generali, nothing has been resolved. Airbnb keeps saying they have escalated my case with Generali, but no one ever responds from Generali. The units below mine had $2700 in damage from our guest not knowing how to use a shower curtain. We already sold one of our condos due to not being able to get damages paid by Airbnb, and now we are considering selling this one. Anyone have secrets? 

4 Replies 4

If you suspect or have evidence that a guest has caused damage to your property, it's essential to take appropriate steps to address the situation. Here's a guide on what to do when you believe there is damage caused by a guest:

  1. Document the Damage:

    • Before taking any action, thoroughly document the damage. Take photographs or videos of the affected areas, capturing details of the extent of the damage and any relevant surroundings.
  2. Review Rental Agreement or Lease Terms:

    • Refer to your rental agreement or lease terms to understand the responsibilities and liabilities of the guest regarding property damage. This document should outline the rules and consequences related to damages caused by guests.
  3. Contact the Guest:

    • Reach out to the guest who rented the unit. Communicate with them about the observed damage, providing clear evidence through photos or videos. Maintain a calm and professional tone in your communication.
  4. Request an Explanation:

    • Ask the guest for an explanation of the damage. In some cases, it may be accidental or unintentional. Understanding the circumstances can help determine the best course of action.
  5. Seek Compensation:

    • If the damage is significant, request compensation for repair or replacement costs. Provide the guest with an itemized list of expenses related to the damage. Clearly communicate the amount you are seeking.
  6. Use the Security Deposit (if applicable):

    • If you collected a security deposit from the guest, check your rental agreement to see if the damage is covered by this deposit. Notify the guest that you intend to use the deposit to cover repair costs.
  7. Evaluate Insurance Options:

    • If the damage exceeds the security deposit or if there was no security deposit, check if your property insurance covers guest-caused damages. Contact your insurance provider to understand the process for filing a claim.
  8. Consider Mediation:

    • If communication with the guest breaks down, or if a resolution cannot be reached, consider mediation services. Mediators can help facilitate a discussion and assist in finding a fair resolution without resorting to legal action.
  9. Legal Action (if necessary):

    • If all else fails and the damages are substantial, consult with legal counsel about the possibility of taking legal action against the guest. This step should be considered as a last resort due to the time and expense involved.
  10. Prevent Future Incidents:

    • Review and update your rental agreement or lease terms to include clear guidelines on guest responsibilities for property care. Consider implementing a thorough check-in/check-out process to document the property's condition.

Always approach these situations with professionalism and a commitment to resolving the issue in a fair and reasonable manner. Document all communication with the guest and keep detailed records of the damage, estimates, and any related expenses.


[AI generated content]

Wow, it doesn't appear that you even read my post before you posted your reply. If you re-read, you would see that we have already filed a claim with Airbnb and they forwarded it to their insurance company. The issue is that we are not getting any responses from Generali insurance.



Have you filed a claim with your business insurance company? 

No, because Airbnb advertises that they provide up to $1million in protection. When this happens with a Vrbo guest, they have us paid in 2 weeks.