I had 2 adults and 2 infants stay for one night.
The unit is 1 bedroom, and I assumed the guests would bring a sleeper/playpen for the babies as all my guests with infants have done this. (lesson learned - never assume).
Next day I go in to clean and notice the mattress was soaking wet with staining. There was a strong urine odour and it was clear they had tried to clean the mattress. The mattress is memory foam. *There was a mattress protector on, however was not suitable for large amounts of liquid.. clearly.
I contacted the guest. He admitted to his son peeing, however his version was the boy was wearing a diaper and a small amount of urine hit the bed sheets.
I contacted several cleaning companies to inquire if a memory foam mattress can be adequately cleaned after urine going through it. I was told no.
I had to cancel a 2 day stay that was checking in that day due to not having a mattress available at that time.
I started a claim, and of course the guest denied it and refused to pay.
I escalated the claim to Airbnb.
3 days later to my surprise, they advised they would be refunding me for the mattress under the host guarantee coverage!!!
I've read SO MANY negative stories here about hosts not being covered for damaged items, I was shocked with the positive outcome!
Just wanted to share my experience!
Anyone else have a positive experience with being refunded?