host cover, yea right

[Reina173]

So twice now (one currently) I have had to request a supervisor for host cover damages claims. The latest issue...the rep said the documentation did not show a report on how the damage happened...it in fact did the contractor included the report in his invoice...so when i emailed back to say this...no response, another day, no response, another day, no response...keep in mind I know the deadline is just a mere moment away so I'm emailing hello, did you get my last email...no response/s. Now of course a day AFTER the deadline they say they can't cover it because they couldn't validate the details...not that it was missing a report...so what happened to all those days to notify me about any details????  I've noticed ABB is very good at switch and bait...first they needed pictures of the damage, SENT, invoice/receipt for repair, SENT, whats the  the damage happen, EXPLAINED AND VIDEO SENT, report from a professional stating how the damage happened....REALLYYYY??? How do i know how they broke a microwave or clogged a sink????, I'm not there to witness, but still had my contractor now for an additional fee give his report. Now all of sudden they claim there is no report...THE REPORT IS PART OF THE INVOICE.....now radio silence until the deadline has passed we couldn't validate the invoice with the details noted" WHAT?????!!!!! This is no sidewalk contractor he is licensed and can be easily found online yet you couldn't validate his invoice?!!!! i need to speak with a supervisor! this is why I don't like having guest with no reviews...abb encourages you to give everyone a chance but when i do and they destroy property or bring additional guest airbnb doesn't cover the damage and doesn't make the guest pay!

[Helen744]

@Reina173 Maybe they need to know 'what the guest did ' not how did it ocurr because microwaves stop working sometimes for no reason at all, and sinks being clogged is just not claimable as far as I know...?.. H

[Reina173]

Despite that my contractors review/report stated why and im not sure what microwave you have had but a microwave less than a year old doesn’t just “stop” working and a guest clogging a sink is covered that is damage to your plumbing. Especially  when there is a sign up stating no food debris 

[Fred13]

@Reina173  A microwave is really hard to damage, since it either comes on or doesn't; it almost impossible to damage its elements.

A clogged sink is a common happening, and one way to stop it is to have one with a 'fixed' screen so it can't clog, saving you to even get your contractor involved.

Oh, and the whole damage issue, if I was Airbnb, I would drop like the hot potato it is and provide the option to hosts of signing-up for added damage insurance. End of that crazy cycle of 'free' damage insurance.

[Reina173]

The sink does have one of those screens, the guest took it off and the proceeded to put a whole watermelon including the rind down it! I wouldnt know this by just looking at it the contractor had to take it apart…I think you guys have had bad guests, because clogged sinks aren’t normal…this is the first time anything has ever been clogged and that’s with a years worth of guests! Lesson learned I’m not giving any more new guests a chance

[Fred13]

   A fixed screen can't be removed, we modified it (grinded the turn lip)  so it couldn't be.

   Still begs the question, how clueless can one be to insist on stuffing the leftover parts of a whole watermelon down a small drain vs. just tossing it in the garbage bin? 🙄

[Reina173]

you modified it so that it couldnt be which infers that it can actually be removed...it seems some here just want to argue about things that really have no bearing...the guest broke the microwave and clogged the sink (both working prior to check in both less than a year old, both not working after guest check out), the guest even stated they put watermelon down the drain, why i am being attacked based on what a guest did leaves me to believe you are just abb biased

[Laura4684 · Accepted solution]

Dear Reina, I also recently had the Airbnb support claiming that they could not validate the invoice I sent with the details on what work was carried out. Is this a new kind of way to avoid reimbursing hosts who suffered damages? I filed everything they requested in the claim, and went to great lengths to explain everything. The contractor has a website and is fully legitimate, although I live in a small village in Italy and it is by pure accident that he has a website (not a must for everyone!). The guest who caused damage also has zero reviews, and now is counter-attacking me with a fake bedbug claim. Unbelievable really

[Reina173]

It is ridiculous because they don't even say what they cannot validate! it is very frustrating because they say to get the invoice/report which cost money to do and then they have come up with this blanket cop out of cannot validate.