Liability

[Alison1309]

Hello,

I just wanted to ask advice regarding a guest who stayed for 3 days across Xmas.

During their stay a tap I the bathroom has come off and created leak of hot water.  The guest is claiming he has been scolded with the hot water and claiming 1 nights accomodation.  If not paid threatening to take it further. 

Any advice would be greatly appreciated.

Many thanks Alison 

[Helen3]

Did you go to the property yet to see how the tap has come off? @Alison1309 

did the guest provide photographic evidence of them being scolded ? 

I would presume your cleaner would have noticed if there was a loose tap when they did the cleaning? 

[Patricia2526]

Hi @Alison1309 

Ask for clear documentation

Politely but firmly ask for:

• Photos/videos of the tap that “came off”
• Photos of any injury (if they claim scalding)
• Confirmation of when it happened
• Whether they sought medical attention

Do not wait or negotiate under threat. Contact Airbnb Support right away 

• A fixture allegedly failed during the stay
• Guest claims injury after checkout
• Guest is requesting compensation and threatening escalation

This gets it officially logged and protects you.

[Alison1309]

Hi 

Thank you so much for your advice

Kind regards Alison