Damage to property by guests

[Melissa485]

Hi there! 

Asking for advice from the host community! 

I am a Superhost and have been since 2019. We recently had a stay where the guest damaged our TV. The damage was found by our cleaner immediately after the stay. 

The guest is denying the damage since I sent the request and I’ve requested Airbnb support since they denied my request. 

Now Airbnb is asking for “time stamped” photos of the TV prior to the guests stay and are requesting I have a professional come assess the damage and provide a letter (with letterhead) of proof that says the TV is not fixable and needs replaced. 

Has anyone experienced these hardship requests by Airbnb support just to get reimbursement for a TV?? Any recommendations on the best way to handle this. I have already provided multiple photos. And does Airbnb reimburse me for hiring someone to come inspect the TV?

Thank you in advance! 
Melissa 

[Helen3]

You would need to check with Airbnb to see if they would cover the costs of the inspection.

have you looked at how Air Cover works on the Airbnb Help website where you can see what's covered and what is out of scope ? 

@Melissa485 

[Emilie]

Hi @Melissa485, 

I'm sorry to hear a recent booking did not go smoothly!

Have you checked with the Support team in regards to  what would be covered? Let us know if you've found a solution, or would like any more advice at all please 🙂

Emilie

[Joan2709]

@Melissa485 

Yes...this is the new reality for Hosts. Aircover isn't insurance and even Airbnb admits that. The claims process is onerous to say the least and they will only pay depreciated value. Additionally, they have stopped reimbursing for stained linens.

My suggestion to all Hosts is to document the condtion of the property before the guest arrives with time-stamped photos and video. Then take time-stamped photos/video after the guest checks-out. This is probably the only way you're going to get a damage claim paid. BTW, they will also probably ask for the original receipt of when you purchased the TV.