False damage claim from host

[Aisling63]

I checked out of an apartment in Glasgow after a 3 night stay with my husband and 2 daughters on 3/7/25 for my daughter’s graduation.

We loved the apartment & had good communication with the host. I whatsapped him on departure as requested to let him know we had left and mentioned that we had difficulty closing one of the balcony. He thanked me for letting him know & said that the cleaner would sort it.

I left him a 5 star review the same day & he left me a positive review. I I have 21 positive reviews on Airbnb & never experienced any issue.

However, a mere 24 hours later on 4/7/25 he whatsapped me an “engineer’s report” dated 4/7/25 outlining repairs required to the lock and the second balcony door (which we never used) and quoting £960. I was stunned & refuted that this fault in door was anything to do with us. He claimed he has a video of the door opening & closing properly before we arrived. This is a dubious thing to do as although i understand hosts photographing & videoing the apartment  & fixtures- videoing the door mechanism is a v specific action & suggests he knew there was an issue with it.

The apartment block is relatively modern but was undergoing extensive remedial works while we were there. There were a few things in the apartment that could have been better but did not feel worth complaining about as it was in a perfect location & of a good size for us and I never like to bother a host. In my opinion, the lock mechanism on that balcony door was under-maintained & faulty due to wear & tear. Furthermore, there have been other guests in since we checked out so i am unclear as to how the engineer was able to access the property to conduct the assessment. 

The host then sent an Airbnb reimbursement request. I spoke with Airbnb support and followed their advice to decline. I then had to answer an email from the investigation team this morning.  Therefore I am spending time defending myself against a scurrilous accusation of damage after an otherwise enjoyable & poignant family occasion. This has definitely put me off ever using Airbnb as a booking platform again. So disappointing & stressful.  Reading about this on various forums tells me it is not an uncommon occurrence. 

[Mike-And-Jane0 · Accepted solution]

@Aisling63 Just keep refuting the charge and you should be OK. Worst case cancel your payment card so that Airbnb have to pursue you through the courts to collect the money. This way they have to prove you caused the damage rather than you having to prove you did not.

Finally not all Airbnb hosts act in this way so please don't be put off by this experience.

[Aisling63]

thankyou @Mike-And-Jane0. Yes i agree that not all hosts do this thankfully-i checked my profile and i have had 29 trips & 29 positive reviews so all good so far bur it is horrible that this happened. 

[Flo4576]

Hi @Aisling63. Unfortunatelly I had very similar issue in Rotterdam where I stayed with my family (3 people) from 19 to 25 June. The flat was dirty and I communicated with host but no answer. I used a hoover to clean the floor before and after our stay.

When we left, immediately after check out, he complained about a pre existent 4cm transparent stain on the floor and tried to charge us in €1356. 

The dispute with Aircover lasted 20 days, out of platform (only email), and I sent 8 evidences. They decided the damage was not eligeble for cover but now we have to wait more 30 days until it is completely over and they said that charges can be appliied.

It is very frustrating to be accused for something we did not do at all. After 8 year, many stays in 3 continents we sadly decided that that was our last time in airbnb.

[Aisling63]

Thanks for replying @Flo4576 . I have read on many forums that this seems to be a common occurrence even though I have previously only had good experiences.  The host supplied an invoice from an engineer for this alleged damage, but I rang the engineer on the invoice, and he confirmed that the type of damage he fixed was a wear and tear issue due to the volume of guests coming through. He has clearly been out to service and fix that lock before and knows the host well. I am just pretty disgusted at the behaviour of the host and then Airbnb who seem to side with them. 

[Flo4576]

Hi @Aisling63 That is so sad. Sorry about you. It was a good idea to call him.

I wonder why AirCover do not double check theses absurd claims before enquiring the guests.

The quote we received had no date and neither the picture was dated. He was claiming for the whole floor of the flat.

There is no way to trust anymore.

Being blamed for something we haven't done is cruel.

Aircover did not use the platform to claim. 

Hope we have a happy end.

[Aisling63]

Hi @Flo4576 it really is a very annoying thing to be accused like this. Its also so disappointing as the host had seemed nice! I hope you get sorted