Hi Hosts & Community Managers,
We’re extremely frustrated ...
Latest reply
Hi Hosts & Community Managers,
We’re extremely frustrated with how Airbnb handled this clear retaliatory review.
Guest Ga...
Latest reply
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A women's group from our church stayed at an AirBnB in Gulf Shores, AL (managed by Seashell Vacation Rentals, Michelle). They had a lovely stay.
But then our church was hit with a charge for damage to a sliding glass door--$2750. The damage already existed when our group arrived, but they did not notify the owner because it wasn't dangerous, and they assumed that the owner knew already.
We did not cause the damage. We have tried appealing to AirBnb and the host in every possible way. But now our church is being charged for these false claims.
We already have bookings with AirBnb for future trips, but unless this can be resolved, we're canceling and never using AirBnb again.
So sorry this happened...
How large of a group was this? Were there any children/teenagers in the group? What type of damage did the Host report?
Sixteen. The ladies staying in the room were both mature women; they were the only ones in the room.
Was this a sliding glass door in a bedroom then? What damage did the guest staying in the room say they noticed on the door? Crack in glass? Slider not working properly? Lock on door broken?
Just trying to figure out how $2750 in damage was reported by the Host?
It was something like a tempered glass that cracked and spider-webbed throughout.
Yes, it was in bedroom.
Ok...I see...
It was like that when they arrived? If so, definitely should have notified the Host about that for sure. Did the Host advise they had video/photos before the guests arrived showing the door intact?
Patio sliders can spontaneously shatter for a variety of reasons. Sometimes related to defects in the glass or not framed properly, but sometimes due to physical impact. We had that happen when kids were rough housing, hit the glass and damaged it and it had to be replaced.
To my knowledge, they did not have photos before we arrived, at least not the day of. The host told us that the house had been vacant for a couple of days before we arrived. My guess is that the cracks became visible and spiderwebbed during the vacancy.
I realize that it should have been reported when it was seen. And I now know that it's a good idea to take photos and videos upon arrival. I suppose we were too trusting.
Yes...hindsight is 20/20 they say. It certainly is possible that the glass cracked during the vacancy, but definitely notify the Host via Airbnb message if you see something like that and attach photos of any damage you find for sure.
While I appreciate your viewpoint, I can't tell you how many guests cause damage and then don't take responsibility for it. Hosts have been forced to take video and photos to document the condition of the property prior to each each guest. Most Hosts don't bother to claim for small items or damage, even if the guest is clearly at fault. Accidents happen. We many times just thank the guest for telling us and don't charge them anything - we're just thankful they were honest. If it's a broken glass, or a few stained towels, we just replace them - no big deal.
I will say there have been a few unscrupulous Hosts who have tried to falsely claim against guests who did not cause damages in an attempt to extort money. I'm happy to say that doesn't happen often.
I do suggest guests always inspect the property upon arrival and take photos/video to document the condition. I also suggest they report any damage or issues upon arrival, or when discovered and document with photos/video and message the Host on the Airbnb platform regarding that to protect themselves from false claims. To illustrate, if you arrived to your hotel room and found the patio slider cracked, you would most definitely notify the front desk and have them change you to another room. We actually ask our guests to let us know right away if they see something amiss so we can address it. The Host might have to arrange for specialized repairs prior to the next guest, or purchase a replacement for broken items.
When I use Airbnb for personal travel, the first thing I do is go through the entire property upon arrival and take photos/video. If I find something amiss, I take photos and message the Host so I do not get blamed for it. My last trip there was some chips in the shower pan and a stain on the bathroom rug. No big deal to me, but I didn't want to be blamed for damage to the shower or leaving a stain on the rug. On another trip I have also found inside the microwave dirty, and the oven was dirty inside as well. Many times the cleaners overlook things like this. No big deal to me as I was eating out, but I didn't want a bad review for lack of cleanliness, so I took photos and sent to the Host via the Airbnb message system. This documents it in case of an issue later. To the Host's credit she was very apologetic and offered to come clean.