Warning AirBnb AirCover not quite what you think. Guest left windows open allowing rain to damage my property, no compensation.

[Cheryl1167]

I had a guest stay only 2 nights, created extra mess, used extra linen, used almost all the internet data which should have lasted 2 weeks not 2 days, so guests after missed out, left the equivalent of two weeks 140L of putrid rotting food garbage in the bin, full to the brim and so heavy the cleaner couldn't move it, (there were garbage bags different to mine, so they brought their rubbish with them),  then vacated leaving most of the windows open, not only a huge security risk but it rained later that day, water damaged my floor causing $3k damage plus ruined items on the kitchen bench, cleaner spent extra hours cleaning up water mess everywhere. Guest was extremely arrogant, refused to pay and claimed it was the hosts responsibility to check the house immediately after they left and any damages caused after them leaving was not their responsibility. Never mind that they violated the house rules as it clearly states in the guest notes at the top to lock all doors and windows prior to leaving. Guest claimed the standard cleaning fee should have covered the extra mess. Of course the guest gave a 1 star rating out of revenge because I made a claim. AirBnb paid out the cost of the rotten garbage removal which was minimal and that's all. When I asked for it to be reviewed, they said in one sentence 'we value your business' then on the next "our decision is made and we will now disengage any further conversation".  Appalling attitude from a company that makes a lot of money off my property.  The fees I made off the 2 night stay don't even cover 1/4 of the damages cost. 

[Elegant-Homes-Retreat0]

@Cheryl1167 I’m so sorry you had to go through this — that sounds incredibly frustrating and disappointing. You trusted the platform and the guest, and it’s completely understandable to expect better protection, especially with the way Airbnb promotes AirCover.

You're right — many hosts assume AirCover is a full safety net, but in reality, AirCover often excludes damage considered "preventable" or not immediately reported, even if it results from guest negligence. What you described (open windows, water damage, excessive trash) should qualify under the “damage to property due to guest behavior” clause, especially since they violated house rules. The lack of review or proper explanation is concerning.

A few thoughts that might help others reading:

Always photograph the condition of the home immediately after check-out — Airbnb often requires timestamped evidence within 24–72 hours.

Reiterate critical house rules verbally or via message, especially before check-out.

Consider external short-term rental insurance — some hosts find better support than AirCover offers.

Keep pushing via Airbnb support chat if you haven't already escalated through a supervisor or case manager (though I know that can be exhausting).

Also, that “disengage” line is a frustrating response many hosts have reported. It's feedback like yours that really helps the community better understand the limits of the platform and encourages better protections for hosts in the future.

Thanks for sharing your experience — even though it was painful, your story may help another host avoid the same situation. 🙏