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 

[Mary1523]

Hi agree with all the comments below.

Additionally, there are regulations in Australia anyways, that hot water cannot be more than 60C stored, but 50C delivered to tap and 45C to vulnerable settings like aged care etc . This can include airbnb rentals. I always make sure my hot water is not scalding and ensure my plumber puts in a solution so that it is not scalding.

What is the temp of your water delivered to the tap? Ask your plumber....

[Alison1309]

Thank you Mary for your assistance.

Kind regards Alison 

[Elisa]

Hi @Alison1309 😊, 

I’m sorry this happened to you.

I’m glad you found hosts to discuss it with!

Did you end up deciding what to do?

Looking forward to hearing from you!