Host Protection and fire

[John7110]

Guest agrees to T&C's at time of booking., including max 7 guests at property at any one given time.

Guest brings 10 guests, which is a breach.

Guest causes a fire.

Fire damage organised with Host Protection, although AirBnB's engagement was questionable at times.

I ask guest to pay extra for the guests who were not allowed at the property.

The guest agrees in writing to the amount and to pay the extra charges for this breach.

AirBnB steps in and says they will not pay this money because I didn't have an "Extra Guest" charge.

In the T&C's which the guest has agreed to, there are penalty amounts next to the different kinds of breaches.

AirBnB closed the communication channel purely saying they will not communicate in this errand anymore.

I am left out of pocket.

What do you suggest I do before I engage further help?

[Mike-And-Jane0]

@John7110 If Aircover paid for the fire damage then I would suggest you are doing well and shouldn't worry about extra guest fees. If your maximum guest number is truly 7 then charging people to go over this limit is questionable anyway as it suggests more than 7 are allowed. Where exactly are you out of pocket?

[John7110]

Correct: "maximum guest number is truly 7 then charging people to go over this limit is questionable anyway as it suggests more than 7 are allowed"

I have also explained the implications of this to AirBnB, yet they still use this as the argument not to enforce our rules, which follow local regulations (the law of the STRA of NSW in Australia.)

AirBnB are flirting with T&C's who everyone has agreed to, so as of now, I have stopped my property from being rented and will be acting on advice received from outside of the AirBnB landscape.

Thanks for your answer, have a great day.

[Fred13]

@John7110 Perhaps next time you be better prepared to prevent  guests dictating to you how many they feel like bringing.

[John7110]

Our prevention consists of:

- informing guest of limits to numbers at property

- guest must confirm this info in writing

- guest is given info in T&C's as to penalty charges

After this, if they still bring too many guests, it becomes an acute situation with where we have policies:

- contact guest by phone

- contact guest by Email

- contact guest by SMS

- contact guest by AirBnB chat

- inform of the breach and that immediate rectification is required.

After this, we enforce the penalties.

Yet with AirBnB not enforcing our rules, which follow the local STRA regulations in NSW, Australia, this becomes a nonsensicle problem.

Very disappointed in AirBnB and have now blocked renting out via them until I move forward with advice from outside these circles.

[Helen744]

@John7110 Its a good idea John to have an extra guest fee after two people and to always check with the guest ,before arrival , as to how many people will be in the group all together as some people consider that they are not counted , just 'their ' guests. It is as well to make it clear that all guests are your guests and that others outside the original reservation cannot stay , nor can there be visitors except after consultation with the host or at the hosts discretion... your hosting says Sweden but you are in NSW... Welcome to the community centre... a major way to prevent issues is to have someone meet the guests . Many of these problems would then not exist. A co host is a good alternative as this can help prevent issues before they can even begin.....H

[John7110]

Hi Helen!

Thanks for the reply. 

As you can see, we have the above covered in writing before the stay. 

The problem in this case is that AirBnB are not enforcing the T&C's as per all of the contracts and agreements. AirBnB is breaching T&C's in this case, something which is disturbing, and unacceptable.

AirBnB are flirting with T&C's who everyone has agreed to, so as of now, I have stopped my property from being rented and will be acting on advice received from outside of the AirBnB landscape.

Regards John