Guests flooded bathroom & damaged flooring but I received no compensation despite notifying Airbnb and supplying evidence within 24hrs

[Natalie612]

I had a couple of guests stay with me who flooded the bathroom just before they left. The wooden flooring in the adjacent room was damaged due to water ingress. I noticed air bnb within hours and supplied them with photos, video evidence and an estimate for the works. Apparently due to a typo in the email address of the estimate air bnb weren’t able to verify the estimate (even though it had the contractors name, address and phone number on it). Apparently they didn’t think it was legitimate because the contractor didn’t have a website! (A lot of self employed contractors don’t as they simply don’t need to) I not only explained this to them but offered to get another estimate but they point blank refused and simply said there was nothing they could do. I was left with warped flooring and a hefty bill to correct the damage. My advice is to get your own insurance - DO NOT rely on air bnb to pay any compensation. I’ve been a host for almost 15 years and only ever made 2 very minor claims. To say I was disappointed in their service is an understatement! 

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