Protect yourself if you have stairs

[Inna22]

A couple of years ago a guest claimed to have fallen off the stairs at my Airbnb. I did not want to post about the experience at that time because investigation was still being conducted and then forgot to post.

The guests main claim was that I didn’t have sufficient railing and that they would’ve never rented a house with this type of a staircase.

They vacated the house early and wanted full refund. I didn’t want to give them a refund because I felt that it would be admission of liability and would need to be accompanied by all sorts of paperwork closing the case so it was not just refund after all. I decided I would allow them to take legal if they choose to and then either involve Airbnb or insurance company. 

I also felt that their claim was not entirely truthful. They said their elderly father tripped on a narrow part of a curving stair and hit his head on the island. The island is a significant distance from the stairs. I’ve mock played out falling off that stair  in many different ways and just could not find one that would allow any body part to reach the island. Furthermore, they left garbage behind and there was not a drop of blood in any of it, also I was not on any of the surfaces. They have mentioned gushing blood in their claim. It seemed odd that they would clean up all the blood to perfection and take all of it out while leaving regular household garbage behind in garbage bins.

They I Involved Airbnb who sent some third company to investigate and concluded that it was not my fault.

Takeaways: as I mentioned, their main claim was that they would not have rented the property with that type stairs and that I didn’t have sufficient railing. I had multiple pictures in my description that showed the staircase under a different angle. I also had the property inspection from when I purchased it certifying that it’s up to code removing liability for me personally.  

Make sure to have photographs of your staircase in your description as well as mention it. I even post the number of steps for the outside staircases. Know where your property inspection is from when you purchased the home if you live a geographic  area where that’s commonly done (like the US)

[Till-and-Jutta0]

Thanks for the info!

After a guest’s suggestion we have also added a picture of the circular stairs, plus description in the listing. And we help our guests with their luggage, as it might be a challenge for some.

There is also the Airbnb Host protection Insurance https://www.airbnb.com/d/host-protection-insurance and our private liability insurance.

[Inna22]

@Till-and-Jutta0 since many in the US have a mortgage, it means they have to have insurance. They just need to make sure it covers short term rentals

[Debra300]

For those of you who may qualify for USAA insurance, in many US states it provides a shared income provision in home owner's policies at no additional cost.  For my home in Georgia, stays up to 30 days are covered against guest damages even if I am not on site.

[David-And-Cheryl0]

That guest provision may not apply to paying guests. Paying guests is a commercial use and probably falls outside your insurance policy terms.

[Debra300]

https://mobile.usaa.com/inet/wc/advice-insurance-homeowners-cover-airbnb-vrbo-short-term-rental

[Emilia42]

Thanks for posting this. I have a worrisome staircase. Not because it is not up to code, but because it is hard and steep and the only bathroom is downstairs. Airbnb allows me to list that it is potentially unsuitable for children but the real problem is senior citizens and those with mobility issues. I have this info in the "other things to note" section and the "Health and Safety/You must acknowledge" section but both of these are hidden behind see more links. I wish Airbnb would have a more prominent place for this info so it isn't so easily missed. 

Just last month I had a guest instant book in the middle of the night. Very limited intro message, no photo, no profile. The name on the profile sounded very old-fashioned and I just had a feeling that I should mention these stairs again for the 3rd time. So in the morning, I sent a "Thank You for booking" message and threw in another mention of the stairs. Sure enough, 4 days later, I get a message back letting me know that the guests are in the '80s and the stairs will be a problem. Luckily, I had a much-more-suitable unit available for their dates. 

[Laura2592]

@Inna22 thanks for this! We have very steep stairs that have railings on both sides. Early on, we put carpet treads on for safety but I don't show those in the pics. I want people who have concerns about our staircase NOT to book. We are not suitable for small kids because of the stairs but I also have concerns about those with mobility issues. Though we have a bed and bath on the first floor, our bathroom has a clawfoot tub which could be difficult for someone who can't lift their leg high enough to step in over the side. I have had a few conversations with guests to explain the set up when there were concerns and some have chosen to book elsewhere. I think I will add a line to my house rules about the stairs being steep.

[Debra300]

@Inna22,

Thanks for sharing and providing the tips.  The stairs to the guest entrance at our guesthouse are external, and prominently photographed in our listing, but since we're located on a hillside, we have a steep driveway to get to the building.  Like @Emilia42, I've posted in the things to know section and the Health and Safety section an advisory that the property may not be suitable for people with mobility challenges, and guests should not wear slick soled or high-heeled shoes while walking in the driveway.   After reading your ordeal, I am going to take a picture of the driveway, and tag it with the advisory.

[Pete69]

A reminder to make sure that your homeowner's insurance covers running an Airbnb. Airbnb's "host guarantee" agreement is Swiss cheese to any lawyer and doesn't cover a lot of stuff.