Guest receiving compensation for causing disruption on their stay

[Chelsea590]

My guest had flushed down tampons and wet wipes causing my septic pump to malfunction and needs to be replaced.  They left the place a few hours after plumber resolved and fixed the issue created by her group and asked Airbnb for compensation as well as reimbursement of the unstayed night.  I have called Airbnb numerous times seeking support along with all the proofs (plumber's letter, pictures, plumber's invoice) but was told that the host will need to compensate the guest regardless if the guest was the one who caused the issue.  Guest also lied and refused to admit wet wipes she used for her several months old baby had been flushed down as well as deemed she will not be able to have period after giving birth recently.  Airbnb advised was to submit the AirCover for Host which does not address the compensation and reimbursement that was forced on me to pay to the guest.  I had been an Airbnb superhost for 8 years and shocked to realize guest can receive compensation and reimbursement if they caused anything  to malfunction during their stay.

 

[Mike-And-Jane0]

@Chelsea590 I would add the guest compensation amount to your claim. If the claim is not paid take it to the small claims court who, I am sure, will agree that Airbnb is being a bit stupid here.

[Kitty-and-Creek0]

@Chelsea590 

We have a septic system also, and had an enormous disruption and bill for dysfunctional plumbing in all 3 bathrooms due to tampons in the system. We do not know who caused it, just that our wonderful plumber taught us that anything with a string collects debris over time. Wipes became a thing during covid, and entire cities' sewage treatment plants became clogged with them. 

We have signs in our bathrooms and trash receptacles for everything that is not toilet paper, as indicated on the signs. It is the best we can do, and so far so good! 

[Lorna170]

@Chelsea590   I would be on the phone with my property insurance company.  Regardless of what my deductible is, I would be asking the insurance company to "go after" this guest for the cost of the plumber's services, the septic pump AND the loss of income due to  a person who VANDALIZED the property.

Definition of vandalize:  to destroy or damage property on purpose.

IMO, people who put items into a toilet that are not the products of their human body are vandals.

1.  Most people know not to flush wet wipes down a toilet.  There are signs everywhere about this.

2.  Women who flush tampons at any time are IMO  (disparaging word here)

3.  Women may not have their "period" after childbirth but can still require sanitary products.

AirBnB has no good reason to return money to people who ruin their own vacation by VANDALIZING the property they rented.

[Kitty-and-Creek0]

@Lorna170 

I think the appropriate agent to contact is not the property insurance, but the business insurance. This is likely to be categorized as a business loss issue, not a personal homeowners' one. 

[Lorna170]

@Kitty-and-Creek0   For the benefit of other hosts, you are correct -- my property insurance is in fact a policy written for my cabin as a short-term rental property, but it is not a business policy per se.  It is not homeowners' insurance either as a regular homeowners' insurance policy would not cover a short term rental property.