Post by High Priestess on Jan 16, 2017 6:13:15 GMT
I just found this blog which gives information about how you can have success when making a claim for damages with the Airbnb resolution center:
thebudgetsavvytravelers.com/2016/04/16/how-to-win-and-lose-a-dispute-with-the-airbnb-resolution-center/
thebudgetsavvytravelers.com/2016/08/02/part-ii-how-to-win-and-lose-a-dispute-with-the-airbnb-resolution-center/
Excerpt:
ANd from Part Two:
thebudgetsavvytravelers.com/2016/04/16/how-to-win-and-lose-a-dispute-with-the-airbnb-resolution-center/
thebudgetsavvytravelers.com/2016/08/02/part-ii-how-to-win-and-lose-a-dispute-with-the-airbnb-resolution-center/
Excerpt:
Host Mistakes
Never apologize.
Never accuse the other party of lying. This is an emotional response and can be very hard to prove. It will further delegitimize your claim.
From the first correspondence to the second correspondence the host went from stating that the damage was essentially a simple mistake to “completely destroyed the couch like you were using ax or something.” This statement creates a huge inconsistency.
The host stated how old the couch in question was. This quickly brings depreciation into question. Never bring the age of an item into play. Only discuss what the item cost you.
Never admit that something (other than the damaged item in question) was broken, and that the renter notified you, and you still didn’t fix it because you were too busy.
Most importantly, again, stick with the facts do not get personal.
Never apologize.
Never accuse the other party of lying. This is an emotional response and can be very hard to prove. It will further delegitimize your claim.
From the first correspondence to the second correspondence the host went from stating that the damage was essentially a simple mistake to “completely destroyed the couch like you were using ax or something.” This statement creates a huge inconsistency.
The host stated how old the couch in question was. This quickly brings depreciation into question. Never bring the age of an item into play. Only discuss what the item cost you.
Never admit that something (other than the damaged item in question) was broken, and that the renter notified you, and you still didn’t fix it because you were too busy.
Most importantly, again, stick with the facts do not get personal.
Hosts – How to Win
Attempt to negotiate with guests without getting Airbnb involved.
Contact Airbnb within 24 hours of guest departure.
Provide specific details to what was damaged. Include photos and/or video along with receipts, invoices, written estimates, or links to comparable items denoting actual cash value for repair or replacement. Do not make up a replacement/repair amount yourself. A third party (or receipt) should be included in order to provide this amount. Provide the amount and do not change it going forward.
Join the Airbnb Host Protection Insurance program beforehand (make sure to read the fine print so you understand what’s covered). There are some limitations to the program and the host should fully understand what’s covered before signing up. The program protects against liability claims up to $1 million that occur in a listing, or on an Airbnb property, during a stay.
Add or increase the security deposit amount (beforehand) on the listing.
Show and display a high level of engagement with the guests and the property. We find that the most engaged hosts offer the best stays with the least amount of negative issues.
Attempt to negotiate with guests without getting Airbnb involved.
Contact Airbnb within 24 hours of guest departure.
Provide specific details to what was damaged. Include photos and/or video along with receipts, invoices, written estimates, or links to comparable items denoting actual cash value for repair or replacement. Do not make up a replacement/repair amount yourself. A third party (or receipt) should be included in order to provide this amount. Provide the amount and do not change it going forward.
Join the Airbnb Host Protection Insurance program beforehand (make sure to read the fine print so you understand what’s covered). There are some limitations to the program and the host should fully understand what’s covered before signing up. The program protects against liability claims up to $1 million that occur in a listing, or on an Airbnb property, during a stay.
Add or increase the security deposit amount (beforehand) on the listing.
Show and display a high level of engagement with the guests and the property. We find that the most engaged hosts offer the best stays with the least amount of negative issues.
ANd from Part Two:
Host Lesson
Hosts need to ensure that they’re providing the services and amenities that they’re listing on the unit’s Airbnb profile page. Also, any issues that arise during the stay need to be documented and quickly resolved. Any problems that occur during the stay will delegitimize any claims you process through the Airbnb resolution center.
Hosts or a local contact need to be available to quickly resolve problems. If host’s are solely looking for rental income, guests will quickly catch on. Part of being a good Airbnb host is the hospitality that goes into it. Remember, the concept of Airbnb is that guests have arrived to stay in a local friend’s home. Finally, NEVER create a Airbnb resolution dispute out of retaliation. It will only backfire.
Hosts need to ensure that they’re providing the services and amenities that they’re listing on the unit’s Airbnb profile page. Also, any issues that arise during the stay need to be documented and quickly resolved. Any problems that occur during the stay will delegitimize any claims you process through the Airbnb resolution center.
Hosts or a local contact need to be available to quickly resolve problems. If host’s are solely looking for rental income, guests will quickly catch on. Part of being a good Airbnb host is the hospitality that goes into it. Remember, the concept of Airbnb is that guests have arrived to stay in a local friend’s home. Finally, NEVER create a Airbnb resolution dispute out of retaliation. It will only backfire.
Host Mistakes
This is the text message from the host’s source informing him of the alleged filthiness of the unit. The source referred to us as, “very annoying” in the message.
The host provided a screen shot (in Russian) displaying the name and message of his contact at the resort. The message indicated that we left the apartment dirty. At the bottom of the message, the host’s source states (about us) “and they were also very annoying.” This was a huge red flag to myself and Airbnb because it showed that his source was 1) making a personal attack, and 2) that there was a possible separation of duties issue occurring. In other words, an internal control was not in place to prevent fraud from occurring by the host and the staff member. They could simply submit false claims about every guest!
Never make a personal attack. This is an emotional response and can be very hard to prove. It will further delegitimize your claim.
The host created the perception (through his lackadaisical text message) that his relationship with the resort was more of a friendship than a business relationship.
The host provided no pictures of the damage.
Most importantly, again, stick with the facts do not get personal.
This is the text message from the host’s source informing him of the alleged filthiness of the unit. The source referred to us as, “very annoying” in the message.
The host provided a screen shot (in Russian) displaying the name and message of his contact at the resort. The message indicated that we left the apartment dirty. At the bottom of the message, the host’s source states (about us) “and they were also very annoying.” This was a huge red flag to myself and Airbnb because it showed that his source was 1) making a personal attack, and 2) that there was a possible separation of duties issue occurring. In other words, an internal control was not in place to prevent fraud from occurring by the host and the staff member. They could simply submit false claims about every guest!
Never make a personal attack. This is an emotional response and can be very hard to prove. It will further delegitimize your claim.
The host created the perception (through his lackadaisical text message) that his relationship with the resort was more of a friendship than a business relationship.
The host provided no pictures of the damage.
Most importantly, again, stick with the facts do not get personal.