How do you handle situations when guests cause damage to your property?

[Ema3296]

 

Dear hosts, 

I’ve encountered damage a few times, but I’ve received excellent reviews from guests afterward. My approach has been to ask them what they suggest for compensating the damage. Then, I explain my perspective, and together we always find a compromise that satisfies both sides.

There have also been times when guests were initially reluctant to admit to the damage. In those cases, I try to avoid sounding accusatory, and through discussion, they usually end up acknowledging the damage.

How do you handle these situations?

Best regards,

Ema

 

[Greg2406 · Accepted solution]

@Ema3296 

We have always taken before pictures.  Helps tremendously.  Also, if a Guest has done damages and not notified you during their booking, then this is when it sometimes becomes a larger issue.  One way we have eliminated nearly all damage issue is in requiring the guest to purchase the damage insurance.  Should there no damages, this deposit amount is fully refundable.   Any reputable Guest doesn't mind the extra charge.  If and when you do get a guest that states they don't want to pay for the damage insurance,...red flag so we recommend decline the booking.    And we never negotiate the cost of damages with a guest.   At the end of the day, it's the damage, plus your time, plus the possible loss in subsequent revenue should the damage cause your property to have to be shut down while repairs are underway.    

When we first started, we had one group that caused over 1K in damages and it was before we had the required insurance.    We submitted the physical repair costs to the group and they paid, but then the booking platform took a commission out of the payment.  So basically, we lost $$ on the damages caused.  Hard lesson learned.   

[Ema3296]

Dear @Greg2406 

It sounds like you have a well-thought-out approach to managing property damage and ensuring that guests are held accountable. By requiring damage insurance and taking before-and-after pictures, you protect yourself from potential issues and avoid disputes. I tried the same with photos but guests refuse to admit that they cause the damage.

Overall, your strategy of requiring insurance and not negotiating damages seems to help mitigate financial risk and ensure that damages are covered appropriately.

Thank you for sharing your experience. 

Best regards,

Ema

[Deepti-And-Nitin0]

Hiya 

I am Nitin, Hosting on Airbnb and other platforms from last 13 years and have hosted more than 8000 guests so far. 

Here are the few suggestions and guidance which you can keep in mind.

1) keep the room picture before check-in, make an online google check in form (simple one) to share with guest. Which should contain all the information and rules and regulations of your property. And also share the pictures of your property and rooms before check in.

2) Make sure your housekeeper has the cleaning check list to fill everyday to keep record of your missing or broken items.

3)** Last but most important 

opt for free AIRCOVER for host by airbnb 

AirCover for Hosts is top-to-bottom protection for Hosts. It includes guest identity verification, reservation screening, $3m Host damage protection, $1m Host liability insurance and a 24-hour safety line. It also includes $1m Experiences liability insurance.

hope this will help you.

Happy Hosting

Nitin 

(Jaipur, Rajasthan, India)

[Ema3296]

Dear @Deepti-And-Nitin0 

Thank you very much for the useful advice. I completely agree with you.

What is your experience with guest reviews who cause damage and pay for it? Do you think it affects the reviews?

Kind regards from Bosnia and Herzegovina

[Keith819]

This has happened to us.  We immediately notified Airbnb.  They  a case handler on the situation.  We provided pictures of the damage.  We got an estimate on the damage.  They contacted renter to reimburse.  When they did not, Airbnb reimbursed us for most of the damages from the $1 million coverage they provide for Liability and Property damage.

I was very impressed with the process.

[Ema3296]

Dear @Keith819, 

Thank you for sharing your experience. I never heard that before. Really good to know. 

Best regards,

Ema

[Kathy1371]

It depends on the actual damage.

 Under $100 - I eat it. Cost of doing business.

Over $100 - consult with Airbnb.

[Ema3296]

Dear @Kathy137 ,

That sounds fair. I completely understand.

Still, amount you can eat also depends on the living standards of the country you come from. Where are you from?

Thank you for sharing your opinion. 

Best regards,

Ema

[Elaine701]

This is beginning to sound like aircover propaganda. 

First, "Aircover" is neither an insurance nor a guarantee. Read the fine print. And as many hosts have expressed here, getting a payout from Aircover for anything but petty damage is iffy at best, and rarely "top to bottom" (if ever). Especially if the guest refuses to acknowledge any responsibility for damages. 

Furthermore, making any claim against a guest often results in retaliatory reviews complete with fabricated atrocities the host imaginarily committed against the guest, which cannot be removed. 

So, seasoned hosts contract bonafide insurance with legitimate insurance providers. Like any other business.

Aircover is a marketing tool. It's not insurance. And opening that can of worms can have serious consequences for hosts.