First experience with the Host Guarantee, went as good as you’d expect

[Juan63]

A troublesome guest chipped my expensive countertop permanently damaging it.  I also had a deposit. Guess what AIRBNB’s decision was?

I’m sure you’ve guessed it. They said it was a result of normal wear and tear. You gotta be kidding me!! This is after the guest allowed unauthorized guests on the property and they brought dog without telling me. I had to drive over there twice to confront the guests.

I followed all the rules to insure my claim wasn’t denied through a technicality and this is the result. Airbnb is continuing its decline.  

[Robin4]

@Juan63 

Unfortunately Juan, your experience is not an isolated example. It is regrettable that Airbnb insist on continuing to promote this line of having their hosts backs covered. Patently, they do not.

There have been instances where a hosts claims have been met but, there seems to be an alarming percentage that have their claims rejected.

I started to become active here on the Community Centre a year before I became a host.....and I am so glad I did. The CC taught me heaps, but the main thing it taught me was....I am running a business and it is up to me to protect myself, not to depend on anyone else!

I built into my listing amount a nightly 'damage fund' and the money from that fund is in a separate account specifically to cover any damage a guest may do. In addition to this I have insurance for public liability and catastrophic loss, but to keep the premium down to a minimum I have a $1,000 excess.

My damage fund currently sits at around $1,700 and if a guest damages something....which does happen from time to time, I don't hassle the guest.....in most instances it was an accident, it was not malicious, and I don't hassle the company, I just pull the money out of my damage fund, put things right and get on with the business of hosting!

Your example of a ruined countertop is a good one Juan, because they are costly to replace. My comment to that is....."why would you want to put your countertop at risk?"

There are 3 metre rolls of countertop protector available to stop 'accidents' like this happening.

Here is my countertop without the protector in place......

And here is the same shot with the roll of protector in place....

Guests have never taken exception to the fact that I have provided some sort of protection for my assets.  A $60 roll of counter protector is a massive amount cheaper than a new $2,500 countertop! 

Juan, hosting is a risk and you need to protect yourself. Guests are the ultimate sublime fools.......if they can bugger something up, they will, and it is no good expecting Airbnb to be your fairy god mother ....they won't. 

Make sure you protect your investment....... and you will then know exactly where you stand!

Cheers......Rob

[Juan63]

@Robin4 thank you for your thoughtful review. I know and agree with 99% of your comment, but that doesn’t mean you should not hold the guest and Airbnb responsible. A company should be shamed and praised when needed or your damage fund will just continue growing and Airbnb will continue not to care.

[Robin4]

@Juan63 

Can't argue with a word you say Juan but, mate we live in a world of realities.

A guest breaks a chair....does something stupid on it...it wasn't an expensive chair and, as I said, accidents happen. Same guest managed to break two dinner plates, actually had the nerve to say to me...'They attacked me from the cupboard'! So, this guest is a careless schmuck that I wish I had not had anything to do with!

Okay, I can say I want to be compensated, the guest says, "bugger off, that's just something you put up with when you host, we paid you enough to be able to do what we like"!!

You lodge a claim and go through all the bullsh*t you went through Juan....and the guest gives you a bad review.....was it worth it?

Juan....mate, the rest of the world is what the rest of the world is, you have to put yourself first and protect yourself from the risks that are associated with inviting perfect strangers onto your property.

I know it's wrong, and you will tell me I am breeding a bunch of entitled pr*cks, but my reality is, I am in this hosting game to make a dollar or two....not stand on some lofty principals!

Cheers........Rob

[Juan63]

@Robin4 Persistence pays off. My claim was true and the initial finding was overturned. Airbnb will be covering the cost of the damaged countertop.

[Robin4]

@Juan63 

Thanks Juan for giving us an update, and I am thrilled for you that Airbnb have come good and are assisting you in a new counter top.....it's nice to hear a success story every now and then.

This post of yours also highlights the fact that Airbnb are, or, may not be as bad as many of us perceive when it comes to honouring host claims. We don't have access to how many claims are concluded successfully for the host, but in all probability it is could be a high percentage. It's just that we only hear about the ones that get rejected....and of those we only hear one side, the host's side which may no necessarily be entirely accurate. Having spent a bit of time in support I do know how outrageous some claims can be, not just by hosts but by guests as well.

Juan, as pleased as I am for you and the result you have achieved,  I will still adhere to the path I am following and not involve Airbnb with damage claims. I am finding that, although every guest pays for the few, by having a slightly increased nightly rate the amount of that increase is not enough to discourage them from booking, and it just means I don't have to go through a convoluted claim procedure and all the messing around that comes with that. I do my best to protect my property and when damage does come, I just put the damage right and get on with the business of hosting.......Works best for me!

All the best Juan. 

Cheers......Rob

[Juan63]

@Robin4 dang...Just  lost my whole message...lol Summary is that I love your idea of you damage fund and I will be implementing that. But I also feel guests and Airbnb should be held accountable. Hosts are for sure. For me it simply comes down to if you don’t ask, you absolutely won’t receive.

I believe I have always been fair about praising AIRBNB and it’s employees when they’ve done well and also criticizing them when they have fallen short. 

thanks again for your time 

[Donald28]

congrats

[Juan63]

@Donald28 thank you!

[Juan63]

@Robin4 Sure, some things go one way more than the other but not definite. There is a saying, “those who b*tch the most, get the most done.” This also can hold truth. Thanks again for your thoughts.