Hello all!
I'm hoping someone can guide me here. It is my first time handling damages that totalled more than $400-$500, you know the usual, broken plates, towels, bed linens, etc.
This guest broke my range oven which cost more than $3,200 and had to buy a replacement for half the cost while dancing on top of it. They texted me early morning to let me know an accident had happened but their reservation wasn't yet complete, 2 more nights ahead of them.
I immediately call Airbnb for guidance, I was advice to submit a request with a receipt of purchase and to host them since I would be covered. I did, I requested the amount that totaled the oven and involved airbnb after 72 hrs. Now, the guest left, had not accept the charges and airbnb wants to pay less than 50% of our damages ($649). I have guests landing today, I can't afford to loose that money in damages made by the guest. I have decline the payout and requested the case manager to advice for the next steps.
Please if anyone knows, or have been through this I would highly appreciate any help or guidance with this host guarantee program and what to do with my upcoming guest.
Thank you!