Damages to property - Airbnb Host Guarantee?

Answered!
Valentina32
Level 9
London, United Kingdom

Damages to property - Airbnb Host Guarantee?

Hi all,

 

We recently had a group of people at our property who left the house in a horrible state including leaving the remains of their last few meals on the kitchen table, food everywhere and dirty dishes, and on top of that they left the top floor windows wide open during a storm so our wooden floor is soaking wet and damaged.

 

Has anyone here ever claimed on Airbnb’s Host Guarantee program to cover the damages and what is the best course of action?

 

Thanks!!

Top Answer
Patricia2526
Level 10
Manila, Philippines

Hi @Valentina32 & @Elisa 

 

Yes, the guest acknowledged the damage during their stay and expressed willingness to cover the costs. We promptly informed Airbnb Customer Support and submitted all necessary documentation to support our claim  including full description of the incident, before-and-after photos, repair quotations, and receipts.

 

 

View Top Answer in original post

5 Replies 5
Elisa
Community Manager
Community Manager

Hi @Valentina32 😊

Thank you so much for asking this question here!

 

I’m sorry about this situation. Did you contact customer support?

 

I’m also tagging a few experienced hosts to see what they can suggest: @Guy991@Patricia2526@Karen4131 and @Till-and-Jutta0.

Thank you in advance, everyone!

 

Warm regards 🌻


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Till-and-Jutta0
Host Advisory Board Alumni
Stuttgart, Germany

No suggestion from my side as I'm in the lucky situation that I was never in the need of reporting a damage. Knocking on wood...

Patricia2526
Level 10
Manila, Philippines

Hi @Valentina32 & @Elisa 

 

Yes, the guest acknowledged the damage during their stay and expressed willingness to cover the costs. We promptly informed Airbnb Customer Support and submitted all necessary documentation to support our claim  including full description of the incident, before-and-after photos, repair quotations, and receipts.

 

 

Hi @Valentina32 ,

disappointing to hear about this guest, can be frustrating to see how people leave a place.

 

We've had success making a claim for damage (I think maybe twice in the past) and the general protocol is:

 

- photos of the damage or issue, invoice for the repair/replacement or extra service. 

 

It sounds like you have made these steps and are moving forward. I would add that it is my understanding that AIRBNB sort of makes a general average for certain things, so if a host submits a claim that is reimbursable AIRBNB may decide to reimburse for something less based on their own averages. Which can be a very large range across property types, locations, etc.

 

Good  Luck!

Thank you!!

I did submit the claim including photographic evidence, however the claim was denied and I was told by the resolution center that the cover only includes reimboursement for "additional/excessive cleaning fees", which was absolutely the case in my situation. I have challenged the decision but I am unsure on how to proceed...

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