Hosts requesting extortionate damage claims

[Harriet194]

We recently got back from our family holiday in france - mum, dad, 2 young children and grandparents. Left the accommodation as we always have, clean and tidy. We have excellent personal reviews from the last 10 years of using air bnb. 

Unfortunately, our host requested damage fees after we left for £500, this was mostly for cleaning - a piece of pasta was on the floor, some smeary marks on the coffee table. 

We declined the amounts and said our reasoning for this. The host then escalated the case and involved air bnb. We have since been going back and forth with the person reviewing the case. And finally, almost a month later, they have said they've sided with the host and he has now sent a claim for £1200 and it is for a new table. 

What can we actually do about this? 

Obviously, firstly, we won't use air bnb again - if this is something that can happen. And secondly, how can the first payment request be about one thing and the final request be about something completely different? 

The host is (now) saying that we damaged their table..the table was a very well used table in a non perfect condition. We do not believe we damaged the table - he has sent a photo with a mark on it, but being a well used table, there were plenty of marks on it. Unfortunately, when we got to the property, we didn't even think to photograph anything that was not perfect - as we have never had any issues before. 

I feel even more annoyed as we did not review our host yet because we were waiting for the case to close and now the time frame to review has expired so we can't even worn others of his behaviour. 

This whole ordeal has been horrible, we went on a lovely holiday, non the wiser about our host being a scammer. And in the month we have been home, we've had constant worry and stress. The opposite of what you go on holiday for. 

Please can anyone let me know how we can make sure we don't have to pay that amount. It is completely unfair???

[Patricia2526]

Hi @Harriet194 So sorry to hear about your experience. 

I’m both a host and a guest on Airbnb, and I always make it a habit to snap a few photos when I check in and before I check out. It only takes a minute, but it’s super helpful just in case there’s ever a dispute later on. That way, everyone’s protected and there’s no confusion about the condition of the place.

Without photos, it’s definitely harder to fight a damage claim since Airbnb relies on evidence from both sides. 

[Harriet194]

Hi, thanks for your comments Patricia. But to be honest, I have fully been put off using Air BnB. 

When I go on holiday , the last thing I want to do is start taking photos of everything in the place I'm staying for fear of the host requesting hefty damage fees. 

I have also not enjoyed the back and forth between the air bnb representative, it's been long winded and stressful. Plus, the fact that they have sided with the host based on 'after' photos only seems insane. I don't see how that is evidence. Unless he has timestamped photos of the damage exactly at the time of our arrival and exactly at the time of our departure. I even asked if our personal reviews come in to it, as I said, both mine and my husbands are excellent, whereas the host who's house we stayed at, has a bad review against him for when he was a guest elsewhere - a bad review where he is trying to get money back - you see his pattern forming. 

The other problem i have found with this, is that the claim started as one thing and then ended as something different. I dont even know how thats allowed? 

From now on, we will focus on only renting places that are run by a business, not personally owned.

We have 2 further bookings, one my parents have organised, so we will stay in that one - although, that is run by a company, so less worried. And the second, I am pretty sure we will cancel if there are no fees incurred. 

I want to relax on our holidays. Not fear what we might be accused of.