Resolution Center Aircover case for guest making holes in our bathtub

[Ruwan-N-Champs0]

Hello All,

I have not experience this scenario before and looking for some guidance from the community.  After recent guest visit we observed that guest has left 3 holes in the bathtub. These are on the wall of the fiberglass bathtub as if they screw in something to it. It is a very odd scenario. We got an estimate to repair those holes and Airbnb denied the claim stating it is wear and tear. Now I could understand if this was a crack or scratch. The agent supporting us keep on cut and pasting the same response from the Aircover agreement. 

Is there a way to escalate this matter in some how? Or can one create new case so someone else would be able to review the case? Appreciate any guidance on this matter. 

Thank you!
Super Host Ruwan

[Joan2709]

@Ruwan-N-Champs0 

The difficulty will be in proving the holes were not there prior to the guest in question staying. Do you routinely take photos/video to document the condition of the property before this guest arrived? If not, you may not get anywhere with your claim.

What did the guest say when you filed the resolution claim?

[Ruwan-N-Champs0]

I do take pictures routinely and provided those pictures too. Guest obviously denied 

[Joan2709]

@Ruwan-N-Champs0 

Then you have proof the holes were not there prior to the guest staying. I would continue to escalate the case, as holes in the tub are not "normal wear and tear." Of course, Airbnb may require you to show proof (receipt) of the cost of the original purchase of the tub. 

You can repair chips in a tub, but not sure about "holes".

Can you share a picture here of the "holes"?

[Mike-And-Jane0]

@Ruwan-N-Champs0 How bizarre. Sadly there is no escalation route possible with Airbnb other than taking it to court which feels excessive but I fully understand why people do it.

Do also recognise that Airbnb's Aircover only pays a depreciated value so claiming for a replacement tub would only work if it were very new. I am guessing anything over say 5 years old will be fully depreciated and hence worthless in Airbnb's eyes. Perhaps this is what they mean when they say wear and tear.

[Ruwan-N-Champs0]

I was not expecting to replace the tub at all. Want to close the holes to reduce the water going in and glaze it. So depreciation does not play here. What I do not understand is how is this a wear and tear. You get onto bathtub to wash now if there was an accident it is different case.

[Mary1523]

Honestly, it depends upon your tolerance level to fight airbnb.

Welcome to hospitality.

This is just part of doing business. Weird stuff will happen. If you can get it reimbursed easily by Airbnb, consider that a bonus. Other platforms won't even offer it at all. Your own insurance policies may assist, or you just suck it up as a cost of business and a write off on your own tax if that applies.

It's why I will never ever offer a beautiful lovely property with gorgeous features unless I'm willing to accept some inevitable damage to it. eg I have a 30+ year old vintage parquetry floor. It desperately needs doing but the job to restore it for my large house is astronomical. After some wise host advice from this community, I decided to just do small repairs myself as I go. I cannot trust guests to treat the floor with respect (not drag sharp things etc) if I spend the $$$ restoring it to it's former glory. How would I ever prove it or get the funds back from a guest to fix what they might damage? WIll never happen.

Hope this helps Regs MK

[Emilie]

Hi @Ruwan-N-Champs0, 

I'm sorry to hear you've had some issues with a recent stay and with the claim afterwards. Have you heard more from the Support team since you shared your experience here with us?

I'd love to know how you're getting on please!

Thanks 🙂

Emilie

[Ruwan-N-Champs0 · Accepted solution]

Emilie,

Yes. Thank you for checking back. We got help from another super host CS and case was immediately approved as it should have. Thanks again.

[Emilie]

Good to hear! Thank you for updating us @Ruwan-N-Champs0 😃