Why We Should Never Accept Cash Bookings—and How Kindness Can Transform Challenges Into Opportunities

[Sarah5000]

Dear Fellow Hosts,

Time flys fast!!! A half of the first month of the year has gone.

I want to share how my holiday went in 2024.....

Hosting is more than just managing properties; it’s about trust, kindness, and turning unexpected situations into meaningful lessons. Today, I want to share a personal experience that began with frustration but ended with growth, gratitude, and a renewed commitment to the values that make hosting special   .

A Memorable Holiday Lesson

On December 30, 2024, I welcomed interstate guests who fell in love with the property they had booked. They expressed a desire to extend their stay, but the property was already fully booked. Wanting to help, I offered them another property I manage that had a one-night gap. They happily accepted, and I felt a sense of fulfillment knowing I had accommodated their needs.

On 2nd January, 2025, the guests checked out of the first property early, and I met them at 9:30 a.m. to check them into the second property.

The transition seemed seamless—until later that morning, when my cleaner discovered two issues:

• A cracked mirror on the sliding door of a bedroom   .

• Pet fur on the sofa and carpet, even though no pets were disclosed in the booking.

When I called the guests, they admitted that a friend had visited with a dog for a short time and likely caused the damage while packing. As a pet lover myself, I empathised and decided to handle the situation with grace.

AirCover could handle the damage to the first property, and I chose to move forward with trust.

The Turning Point

However, on 3rd January, 2025, as I conducted a final check on the second property, I discovered further damage—a scratched door and a ruined carpet   .

My heart sank 

 . This was the first time in my 10 years of hosting that something like this had happened. Overwhelmed, I called the guest, expressing my disappointment through tears. They assured me they would cover the damages, and I held onto that promise.

Although I had no AirCover protection for the second property due to the cash booking, I reached out to the host community for advice and began arranging repairs.   Thankfully, I found affordable solutions, restored the space, and, to my relief, the guests honored their word and compensated me.

Reflections and Gratitude

Looking back, I found many reasons to feel thankful 

• AirCover provided swift support for the first property, ensuring a smooth claims process.

• The guests took responsibility and paid for the damages to the second property.

• The host community offered guidance and encouragement during a challenging time.

• This experience reinforced the power of kindness and understanding, even in the face of adversity.

Choosing Kindness Over Judgment

In the aftermath, I reflected deeply. It would have been easy to leave a harsh review or report the rule violations. Instead, I chose a different path:

• I gave the guests a 5-star overall review but rated 4 stars in the House Rules category to address the unapproved pet and damages constructively.

• I included a private message to educate them on the importance of following house rules.

• I refrained from punitive action, believing this experience could be a learning moment for them as young travelers.

Lessons Learned

• Never Accept Cash Bookings: Platforms like Airbnb exist to protect both hosts and guests with clear policies and support systems.

• Document Everything: Photos, receipts, and timely claims make managing issues smoother.

• Lean on the Community: Fellow hosts are an invaluable resource for advice and emotional support.

• Lead with Kindness: It’s not always easy, but understanding and compassion can turn conflicts into opportunities for connection.

• Fair and Honest Feedback: Constructive reviews help guests learn while maintaining integrity for the hosting community.

• Stay Solution-Oriented: Challenges are inevitable, but a calm, proactive mindset leads to better outcomes.

• Every Experience is a Lesson: Hosting is about connecting with people, learning from each encounter, and growing as individuals.

A New Perspective for 2025

Hosting isn’t just a business—it’s a journey of resilience, empathy, and continuous learning. Challenges like these remind us why we do what we do: to create memorable experiences, build trust, and foster connections.

To my fellow hosts: let’s keep sharing our stories, learning from each other, and approaching each day with kindness and gratitude 

 .

Together, we can make 2025 a year of growth and success.

PS: Felicity Stevens visited Donna Leigh Holden and me while she traveled to Adelaide.

[Enoch10]

Respect your attitude! Well done

[Frances3408]

@Sarah5000. Good to hear Aircover is covering non disclosed pet damage but I'm curious. The second picture of damage is clearly from an animal being locked in a room. Was the second property pet approved or a second case of non disclosed pet?

If the later, this would lead me to conclude the probability is high its the same pet spending some time at both properties, while being looked after by the "friend"?.

Did you say you would host them again?

Happy Chinese New Year to all.

[Sarah5000]

Yes, AirCover covered the damage caused by the undisclosed pet since the first property was booked through Airbnb. However, for the second property, the guest paid in cash because I didn’t request them to book through Airbnb—that was my mistake. Fortunately, I was lucky that the guest was a good person and took responsibility for covering the repair costs. That is why I share my story to let others to know never accept any  booking outside of Airbnb, we never know what happens !

[Elaine701]

@Sarah5000 

Super! Aircover actually covered some (minor) damages. That's a rare story and perhaps should be the headline.

Luckily you're a Host Advisory Board Member. No doubt that helps. 

Good job, and happy hosting!

[Sarah5000]

I never assumed that being a Host Advisory Board member would speed up any process.

Instead, I focus on minimising the risks of hosting to prevent issues from arising. This includes regular property maintenance checks and consistently seeking guest feedback—even after 10 years of hosting.

Every property is unique, so there’s no one-size-fits-all approach, but having structured systems in place helps me reduce risks and keep things running smoothly.

[Helen3]

Glad your experience with air cover was a positive one @Sarah5000  . But being an advisory board member it was hardly likely to be anything else .

Hopefully as one of our 'representatives' you've taken the time to read responses the hundreds if not thousands of hosts here whose experiences have not been so positive when attempting  to use Air Cover.

....claims not being responded to, airbnb asking for the same evidence already provided multiple times, arbitrary decisions on which items are covered , airbnb asking for additional information not disclosed initially, airbnb refusing claims within scope of Aircover . 

I was sad to see you gave these guests who not only caused multiple damages and bought in an undisclosed pet, but then failed to disclose them  a five star review . As your fellow hosts we rely on the honesty of other hosts in their reviews when making decisions as to what bookings we accept. 

it's  such a shame that a positive experience with Aircover is something that is seen as a cause for celebration when it should be the norm. 

[Elaine701]

@Helen3 

Yes, I should have also mentioned the 5 star review.

I'm not sure whether to be surprised or despondent by a Host Advisory Board Member giving such advice. It's unfortunate that such things happen, but they do, and it's just the nature of the beast. Seasoned hosts know this all too well.

Prevention is really our only recourse, and the double blind review system is the first line of defence... as long as hosts write accurate and impersonal reviews of guest behaviours, good or bad.

It's the primary source of guest screening for hosts prior to booking. Otherwise, it's like a box of chocolates, and requires peeking inside that pandora's box before opening it, which requires a bit of skill and intuition. Perhaps this Host Advisory Board Member @Sarah5000  can chalk it up to a learning experience which can only enhance her ability to advise.

[Frances3408]

@Helen3 @Elaine701 @Mike-And-Jane0 . Thanks for also saying what I was thinking. If guests tell me about damages fine, I can fix, but omit, lie and sneak in pets then you wont be coming again and it will be reflected in your rating. Its probably why when guests do the right thing, especially with pets, I am happy to sing their praises to other hosts.

But I think Sarah's post was more about telling an Aircover good news story; the "opportunity" of an extra night hosting after the stress of damage reimbursement is questionable. Final score Host 0 guests 2 to use a sporting vernacular.

[Sarah5000]

I'm sharing my story to remind fellow hosts that AirCover is an excellent protection for hosts. It's crucial not to accept any bookings outside of Airbnb, even for an extra night or returning guests.

Like every other host, I don’t receive any special treatment as a Host Advisor member. My claim process was the same as anyone else's—just a few emails back and forth with customer service.

As for my review, I rated the overall experience 5 stars but gave 4 stars for house rules based on the guest’s past reviews. I believe everyone makes mistakes in life, but they also deserve a second chance.  "It is harder to be kind than clever."- Jeff Bezos. I tried to learn from Jeff Bezos.  

[Elaine701]

@Sarah5000 

I accept bookings outside of Airbnb frequently. From other platforms and from direct contact. 

If a guest contacts me via Airbnb, I will only accept their booking via Airbnb, which is only fair. 

By far, Airbnb is the most productive platform in terms of market reach and bookings, but considering that Airbnb can and often does suspend or even delist hosts for fabricated atrocities they imaginary committed against guests (often without even informing the host), it's wise to maintain good ratings on other booking platforms, and maintain good relationships with past guests, in the event that Airbnb shuts you down for reasons even they can't or won't explain. 

[Mike-And-Jane0]

@Sarah5000 I am amazed that a Host Advisory Board member would post misleading information on Aircover. Of course it may be different for HAB members but for us mere mortals Aircover does not pay out until the guest has refused to pay for the damage themselves. You post clearly suggests that Aircover paid for the first stay and the guest for the second. 

To also provide balance we have entertained many customers as direct bookings saving them (and us) about 10% each. In no case did we have any issues of damage.

[Sarah5000]

I appreciate your perspective and understand your concerns. To clarify, my experience with AirCover was the same as any other host, I didn’t receive special treatment as a Host Advisory Board member. I submitted my claim with invoices for replacements, along with before-and-after photos taken at check-in and check-out. I also document every cleaning job to ensure proper records in case any issues arise. Additionally, all communication with the guest was handled through Airbnb. The process followed the standard steps, including communication with the guest before AirCover stepped in.

I shared my story to highlight the importance of keeping bookings within Airbnb for protection. While I was fortunate that my guest took responsibility for the second stay (It was my mistake to ask the guest to pay in cash for the second property instead of booking through Airbnb. I chose this option out of convenience, as I didn’t want to adjust the booking settings and pricing for the second listing, which has a 60-day minimum stay.) I also recognise that not every situation turns out this way. Thanks God I was blessing !

I respect that some hosts have had positive experiences with direct bookings, but for me, this was the first time and a learning moment. Every host runs their business differently, and I appreciate the discussion we’re having—our shared experiences help us all grow as a community.

[Rie9]

@Sarah5000  That must have been really tough!

Your lessons are so valuable—I feel like printing them out and sticking them on my wall!

I especially learned a lot from Stay Solution-Oriented.

It’s easy to lose that mindset when facing a problem for the first time.

Well done, and thanks for sharing!🙌

[Alex]

Hi @Rie9, 👋

I'm tagging Sarah in your message so she can get the notification faster and answer to you quicker. 😊

Hope this helps! 

Alex