@Shelly1111
Wow...this is a first. So sorry this happened. I thought I had heard it all, but bringing your own portable hot tub?? 🙄 You most certainly are entitled to claim damages via Aircover, but getting paid by Airbnb is another story.
Because of the liability alone, I would have contacted Airbnb as soon as this happened and asked them to cancel the booking and get the guests out. BTW, what kind of reviews did this guest have? If you are using instant book, I would stop and change to request to book. There are just too many loopholes with Instant Book and I recommend to my host clients with properties the size of yours or larger to never use Instant Book (too much risk).
Proving Your Claims of Damages
You are entitled to get reimbursement for any guest damages, but proving they turned the heat up and damaged your oven will require you to prove they did that. If you don't have a smart thermostat with an App that you can monitor remotely (which I recommend by the way), then you're not going to be able to prove they did that. The damage to the oven would require you to prove it wasn't damaged prior to their arrival. That would require time-stamped photos. I'm assuming you have some sort of photos or video of the guest setting up the hot tub and have your messages on the platform to prove that. Not sure how you would prove the excessive electrical utility costs above what is "normal and customary"? Where did they setup the Hot Tub? I'm assuming it was outside somewhere? Did they damage the flooring, pavers, concrete or deck where the placed the hot tub? Where did they drain the water after the stay? You can always try to get all the damages and costs paid thru Aircover on all (3) items, but I'm not sure what documentation Airbnb will ask for.
Timing of Your Review & Aircover Claim
Handling these scenarios is all about timing of your Air Cover claim and your review of the guest:
3 important dates to remember:
- 14 days to file the Aircover claim
- 14 days to write/submit a review (Host & Guest)
- 30 days to submit any addl proof if asked (video/photos/receipts)
I suggest Hosts not let on to a guest they will be filing an Aircover claim until the guest writes their review, or the 14day window is about to close. I suggest to my Host clients they wait for the guest involved to post their review first. Gather all your proof (video/photos/receipts/Police Report, etc.). Do not post your Host review and file your claim until the guest posts their review. If the guest doesn't post a review, wait unit just before the 14day cutoff and post your honest review and file your claim. Give yourself enough time to enter the information on Airbnb just before the cutoff. If Airbnb asks for more information on your Aircover claim, you have 30days to provide it, so don't miss that deadline either.
If the guest writes their review, then no need to wait until the 14-day deadline. Post your honest review, file the Airbnb claim and some Hosts also message the guest AFTER the 14day window has expired that damages were discovered after their stay and can they shed some light on that? Guests cannot change their review once it is posted...they only thing they can do is ask Airbnb to remove their review. This usually prevents "revenge" reviews from guests.
Removing a Review If Necessary
If you ever get a revenge review, you can try and get Airbnb to remove a negative review as retaliatory, but lately we have heard from Hosts that even if its clearly a revenge review for a damage claim, Airbnb is not removing the review. Hopefully you have proof on the platform messages to the guest and proof of the damages.
Airbnb Reviews Policy
https://www.airbnb.com/help/article/2673
Future Prevention
Radiant Heat
I would install some sort of smart thermostat so you can monitor and set temperature limits and control it remotely, or get a locking thermostat cover and not allow the guests to change the temperature at all. You would have to disclose any limitations on the listing. I advise my host clients with large properties to also send info about temperature limits in the Check-in Message.
Oven
I would provide instructions on your oven so guests don't damage it again by using the self-cleaning feature with the racks inside. Even better would be to disable that feature altogether (if possible) and only you and your cleaners would be able to use it. This is because guests don't read.
Hot Tub
As ridiculous as it sounds, I guess you're going to have to add to your Addl House Rules that bringing your own portable Hot Tub, Pool (or anything similar) is not permitted and due to liability issues your reservation will be canceled immediately with no refund and you must vacate the property.
Negative Reviews & Security Deposit/Addl Cleaning Fee?
Airbnb doesn't allow Hosts to collect a security deposit unless you are using a channel manager? I notice you had a statement in your Addl House Rules about adding an addl cleaning fee for guests with negative reviews and a $500 security deposit? If the guest has negative reviews, I simply wouldn't accept the booking and move on. Why take the risk?
Short Term Rental Insurance
If you don't have your own short term rental insurance, I highly suggest you look into obtaining that. I advise my host clients, especially with large properties, to obtain their own short term rental insurance and not rely on Aircover...its just too risky. Yes, these policies will be more expensive, but it's worth it for the peace of mind alone. Just type "Aircover" in the search community box above and you'll see what I mean.
Do let us know how it goes....
