Warning about "Host protection insurance" - DOES NOT COVER SMOKE DAMAGE

[Eric1103]

This is to inform all hosts that smoke damage is not covered!

I had a guest smoking cigarettes and Canabis in my flat and left the place smelling like an ash-tray. He admitted the smoking in the chat, there where complains in writing from other residents and I took photos of unfinished selfrolled joints. The flat had to be repainted and all cupboards and tiles had to be washed many times to get it successfully smoke free.  I had to throw all beddings, replace the blinds, the decoration pillows and the carpet. The flat is in Soho Central London, to get work done it is not cheap.

The "Host protection insurance" only paid around 10% of the total damage, and e.x. did not pay for new blinds. In my eyes a big problem in the policy.

Here the final response from AirBnB:

Hi Eric,

I understand this is not the outcome you were hoping for. I want to reiterate that this decision was made after careful review of all documentation and communication, and is in alignment with our policies and procedures.

Unfortunately, we are unable to mediate smoke smell as it is non physical damage.

Please be advised that, per our Terms of Service, Airbnb reserves the right to make the final determination with regard to these disputes. We are unable to reconsider the decision made in this case — we've issued our final decision and will uphold it accordingly.

As further communication will not change the outcome of this case, we must respectfully disengage from further discussion.

[Lorna170]

@Eric1103   If a guest has signed a contract that prohibits smoking in the residence and the contract has a stated fine or court provision, the guest has been repeatedly warned in writing not to smoke and the guest persists in smoking, and evidence of damages (bills, photographs, butts and paraphernalia) can be gathered, take the guest to court for the damages that are not covered under any insurance policy.  

The amount of your damages would warrant small claims court.  I am sorry that AirBnB did not support your claim or adequately reimburse you for your damages.  I believe that the insurance offered by the OTA's is a total joke, which is why I have my own insurance against the type of damages you suffered.

[Angel252]

All hands on deck I would 100% arbitrate this decision.  I'm not sure it is legal for Airbnb to market a 2 million dollar damage protection, cover smoke damage for 12 years then suddenly pull out- and pictures shouldn't be necessary if you have other proof  (and have a good track record as a host).  They are likely hoping you dont know about arbitration, which is not that difficult to do.  You must adhere exactly to their instruction, however, in the letter you write and send to that department.  They are required to give yo al of the information or yo can use prepaid legal (a cheap legal service) to guide you , or find videos online to help you handle.  Airbnb needs to honor their word, just lek the rest of us humans.

[Albert3471]

It’s disappointing that the Host Protection Insurance covered such a small portion of the damages, especially considering the costs involved in Soho, Central London. I agree that the decision regarding the smoke smell being classified as "non-physical damage" seems problematic, as the smell can leave lasting damage that’s difficult and expensive to remove.

This situation raises concerns about the limitations of Airbnb’s coverage and their ability to handle  cases where significant cleaning, replacement, and repairs are needed. It's important for hosts to be aware of these limitations and understand how to protect their property and investments better.

In my opinion, Airbnb should consider revising their insurance policy to better cover situations like this one, where the damage is both extensive and costly. It's not just about physical repairs; the overall guest experience and the host’s livelihood are impacted when these kinds of issues arise.

Wishing you the best of luck moving forward, and I hope this issue gets addressed in the future for the benefit of all hosts.

[Joan2709]

@Albert3471 

Many Hosts who have problems with guests smoking in a non-smoking property invest in cigarette smoke monitors and advise guests they are installed and may not be  tampered with. The Host receives a notification on their phone in an App if cigarette smoke is detected and/or someone is trying to tamper with the unit. They work very well and are much less expensive than having to remove cigarette/cannabis smoke from every soft and hard surface in the property if a guest smokes inside the unit. They are not typical fire alarms. Some can also monitor noise (disclose on listing), temperature/humidity and occupancy. 

Minut

Wynd

Here is another thread on the topic:

https://community.withairbnb.com/t5/Support-with-your-bookings/How-do-you-prove-smoking-on-your-non-...