Resolution centre

[Merryn4]

Air Bnb claims

As an Air bnb manager of 32 properties, I am disgusted with how 2 large claims have been handled and not paid out.  I have contacted guests and asked for compensation, I have proof of damages and I have sent photos and invoices for repairs and claims have been refused and cases closed. 

I would like to know if anyone else has experienced this and as a community what we are going to do about it.

I had to pay the first $1500 claim, as the owner took it off my invoice to look after her property and after taking her to small claims court, she paid her last bill minus the $1500 and now a 2nd owner has done the same for the sum of $1200.

Have I missed something?  Please help!

[Alexandra316]

@Merryn4 It is very difficult to get Airbnb to pay for damage claims. A brief scan through this forum will show you many hosts who have received little or no money after filing for damages. Airbnb does not cover hosts for damage in any real sense. There is no actual guest security deposit, and the chances of being paid out under the guarantee are slim. 

As a professional Airbnb host, does your business not have insurance? Or do you not require your customers to have insurance to cover damage? If not, you should do that immediately. You absolutely cannot rely on the "Host Guarantee" to be your only coverage. 

You don't say why your claims were denied, but one of the most common reasons is because hosts don't file before the next guest checks in. That is guaranteed to result in the claim being rejected. Following the terms to the letter is super important. 

[Mike-And-Jane0]

@Merryn4 It looks like you need to improve your contract with the owners. With a proper contract as long as you don't act negligently you can be clear that you will not be responsible for guest damages.

[Helen3]

Hello @Merryn4 

I'm a little confused as to why you have a contract with hosts that you provide services for which would make you liable in the case of guest damage? Why would you make yourself liable for being out of pocket if Airbnb don't agree liability for the claim.

You haven't said why Airbnb didn't pay out for damages when you made an application.

Is there a reason why you aren't also claiming on your own specialist home insurance for STRs ?