Hi @Tyson60
So sorry this happened, but this is unfortunately a part of Hosting. Hopefully the guests' threats are on the platform, so if they leave a 1star review you can try to get it removed as retaliatory. You need photo/video documentation of the damage and receipts for what was necessary to repair the damage and do the extra cleaning. If you have to cancel any reservations due to the extra time needed to clean, this should be included in your Aircover Resolution Claim and be sure Airbnb does the cancelling of any reservations NOT you as Host.
2 important dates to remember:
- 14 days to file the claim
- 30 days to submit the proof (video/photos/receipts)
Many Hosts file the initial claim, but miss the 30day cutoff for submitting the proof.
Guests have 24hrs to pay the claim, deny the claim, or ignore the claim. If they deny or ignore the claim, Airbnb gets involved. If Airbnb accepts your side of the story, you may only get a partial amount back on the damages. This is why it's always good to have your own insurance specifically covering the short term rental. Many Hosts aren't aware that their homeowners insurance policy will not cover a short term rental property as it is considered a commercial activity. Some have had their homeowners policy cancelled if they try to make a claim. Most Hosts who do have a separate policy for their STR, only use it in cases of extensive damage, and only if Airbnb's Aircover won't cover the damages. Not sure if there are limits on how soon to file a police report, so if you're going to do that, be sure you have verified that with local law enforcement. Be sure to include the police report with your proof to Airbnb.
Filing a Resolution Claim
https://www.airbnb.com/help/article/279/
Strategies for the Future (Opinion)
Many Hosts have learned the hard way that it's best to not give the guest a heads up about the damages and just start the claim, but not complete it until closer to the 14day window closing . Then just before the 14-day review period closes they complete the claim and write their review about the guest damages. Some also send a message to the guest right before the 14day window closes and just say there were some damages and items missing and unfortunately you will be having to file a claim with Airbnb and asking if the guest could shed some light on this? This will hopefully cause the guest to miss their 14day window for writing their own negative review.
Airbnb will tell you to contact the guest right away about the damage, but you see what the result is. You may be able to remove a retaliatory review, but it's an involved process and you may still not get it removed. Better to not give the guest an opportunity to write a review in the first place. However, if you are notified they wrote a review before the 14 day window, all bets are off and just write your honest review about the damage and proceed with your claim meeting all the Airbnb deadlines. This is just an opinion. What action you take is of course entirely up to you as a Host.
Perhaps other Hosts can chime in here as to what their advice is. Again, so sorry this happened, but this is part of being a Host unfortunately.