Need Advice: Guest Caused Major Damage – How Would You Handle This?

[Clinton100]

Hi fellow hosts,

I recently had a situation with a guest that left me completely unsure of how to proceed, and I’d love some advice on how you’d handle it.

I had a last-minute, low-cost booking—definitely not my best guest. During their stay, they reported a leak related to the shower. My property is only 8 months old (new construction), so I called my builder and handyman to check it out ASAP. I even canceled my next booking (which was the best one I’ve had to date) to deal with the issue properly. To make up for the inconvenience, I offered the current guest two free nights.

However, after inspection, it turns out the leak wasn’t a construction issue—it was caused by the guest leaving the bathtub running non stop, which broke the overflow and through the floor and ceiling of the basement.

On top of that, there was a winter storm, and I had sent clear instructions in the welcome message (and confirmed verbally) to disconnect the hose from the exterior spigot which he used to fill the cold plunge, this is to prevent freezing the spigot. The guest didn’t do it, and now the spigot is frozen, likely leading to a burst pipe once it thaws.

It gets worse:

• The guest left the hot tub uncovered for 8+ hours in freezing temps.
• Multiple doors were left open during the storm.
• My electricity company confirmed the guest used more electricity in one day than previous guests did in the entire month of November.
• He closed the garage door on his own car while it was half inside, possibly damaging my smart garage system (now showing calibration errors).

Here’s the part that really threw me off: the guest casually mentioned during a call that he had looked at the house when it was on the market. He’s local, so now I’m wondering if this was some sort of intentional act because we bought the house he wanted.

I’m torn on how to handle this. I want to protect my property and hold the guest accountable, but I’m also worried about escalating things—especially since he’s local and could cause more issues.

Have any of you dealt with something like this? Would you file a claim? Reach out to the guest? Or just cut losses and move on?

Any advice would be hugely appreciated!

Thanks so much,

[Helen3]

sorry to hear about your experiences. Personally I don't accept last minute bookings particularly from those who are local.

1. Familiarise yourself with how to make a claim on Airbnb Cover!on the Airbnb Help website 

2. Take photos/video's on any damage and of how the property was left 

3 When you contact the guest . Remind the guest of your house rules and checkout instructions that talk about the issues you mention and say you will be getting quotes for repairs 

4. get quotes for repairs 

submit a claim. Leave an honest review .

@Clinton100 

i don't know why you would cancel an upcoming booking or offer the guest two nights free when you had no confirmation from your tradesperson as to what was wrong. The most the guest would have got from Airbnb is a 30% discount.

it really helps on your hosting journey to familiarise yourself with how Airbnb works.