Property Damage - jacuzzi cover (AirCover claim denied!!)

[Fiona377]

Hi Community,

I'm having issues with a property damage claim - one of my guests has damaged the frame that holds the jacuzzi cover by bending the steel frame. It was difficult damage to spot and i didn't notice it immediately, but it's been deteriorating more and more. I contacted Airbnb and said I don't know which guest it was and said I didn't want to start accusing guests of damage they didn't do. But started asking guests directly. Needless to say none admitted the damage.

To make a claim using AirCover , Airbnb said I had to identify a booking so pick a guest reservation number and we will follow it up - and so I gave two potential reservation numbers. Now they have said this was outside the 14 day window for the claim. In addition to this, I had previously raised with Airbnb that I was concerned about damage to my property as a host, and they explicitly said "don't worry, AirCover will pay for any damages to your property". So I thought 'no worries I'm protected'.

I'm now just so appalled and upset by this treatment (this damage about worth about $500). It's just left me with the worst feeling about being a host. I take pride in my property and work really hard to look after it and offer a good service to guests. 

I've asked airbnb to reconsider the claim - I don't hold any trust they will honour it.

Any advice from members would be greatly appreciated.

Thanks

Fiona

[Helen744]

@Fiona377 the problem is that the cover is only linked to guest damage. Its a good idea to have STR insurance connected to your main house insurance . Its like rental insurance and easily available now in Australia . Insurance never covers the slow deterioration of an object as far as I know but ask your agent . These things can be replaced and depreciated on the depreciation schedule I hope that you also have. Good luck. ... H

[Fiona377]

Hi Helen, thank you for the information. Yes, I realise it is linked to guest damage. It is definitely damage and not 'wear and tear'. Someone would have had to use quite a lot of force to bend the very thick steel frame - like has occurred.  I'm waiting on a response from Airbnb.