Help One guest made a completely mess

[Isant20]

Hi team,

The recent guess I had. Left such a mess and damage with vomit my ottoman bed and the material, left vomit on the floor . Never expelrience this. Has been the most indecent I have passed through having guests 

This will require to buy extra products and even call someone for fixing damage. 

Can you please assist me on this? How I get from Airbnb assistance economically for this?

Thanks

Isant

[Alicia753]

Hi Isant,

I'm sorry to hear about the unfortunate incident with your recent guest. Airbnb provides a structured process to assist hosts in such situations through their Host Damage Protection under AirCover for Hosts. Here's how you can proceed:

1. Document the Damage: Immediately take clear photos and videos of all affected areas, including the ottoman bed, flooring, and any other damaged items. Gather receipts or estimates for cleaning services and replacement or repair costs. It is better to list all the items that were considered damaged rather than asking for additional cleaning fee.

2. Contact the Guest: Reach out to your guest via Airbnb's messaging system to inform them of the damage and associated costs. This direct communication can sometimes lead to a swift resolution.

3. Use the Resolution Center: If the guest is unresponsive or unwilling to cover the costs, initiate a reimbursement request through Airbnb's Resolution Center within 14 days of the guest's checkout. Provide all documentation and evidence to support your claim.

4. Involve Airbnb Support: If the issue remains unresolved after 24 hours, escalate the matter to Airbnb Support through the Resolution Center. They will review the evidence and facilitate the reimbursement process.

I hope this helps.

All the best,

Upfish Management

[Emilie]

Hi @Isant20, 

I'm really sorry to hear about your recent experience with this guest. Did you get a chance to review Alicia's advice on how to proceed?

In addition to her suggestions, I wanted to share with you the link via which you can reach out to customer support, who will be best placed to help you further with this: www.airbnb.com/help/contact-us/

I hope this helps. 🙂

Emilie

[Joan2709 · Accepted solution]

@Isant20 

Good advice from @Alicia753 about documenting all the damage. However, I wouldn't let on to the guest or message them about the damage until they write their review. They have 14days to write a review. I would wait until the last minute before the 14days to write your honest review and then message them about the damages. Otherwise, you risk a retaliatory review from the guest. There are deadines for submitting your Aircover claim (14days), so be sure you meet that deadline. I would time the submission of your claim and writing your review close to the 14-day deadline. There is also a 30day deadline to finish the claim and submit all your proof. When writing your review don't mention anything that could cause Airbnb to remove it. Something like:

"unfortunately, this guest didn't follow some important house rules causing damage and additional cleaning."

Aircover Claims

https://www.airbnb.com/help/article/279

[Isant20]

Thank you very much @Joan2709 well appreciated.