Post by High Priestess on Nov 7, 2015 4:29:00 GMT
Jane shared Nov 6 2015
Not a good experience
(photo does not depict actual fire/damage in this story)
I hosted a group of 6 guests who stayed two nights. After they left I found they had started a fire in the kitchen which damaged the countertop and some kitchen equipment. They used an extinguisher to put it out which was a good thing. The bad thing was the powder was over the entire cottage and they didn't bother to mention what had happened or clean up the mess.
Airbnb has refused to cover the damages-has anyone had a similar experience?
I am going to have to charge a security deposit from now on to cover any possible damages.
Not a happy camper right now
nadia
I'm so sorry to hear your problems Jane. I'm disappointed that Airbnb failed to cover the damages. I read their insurance policy and it said clearly that Airbnb covers personal damages. If I were you, I'll keep pursuing Airbnb to keep their promise. Get their protection plan & read it thoroughly. And make sure you present your argument clearly based on documents you gathered. And in the future, definitely ask for security deposit. I do & have not had a my problems so far. Good luck
nadia
here is the direct link to the protection program
www.airbnb.com/help/article/937/what-is-host-protection-insurance
Airbnb needs to honor their protection. Please keep me up to date on this. I need to know if Airbnb is compliance in their agreements.
(photo does not depict actual damage in this case)
Rose
Yes keep us posted we all need to learn from this experience. None of us want this to happen to anyone, and if it does we need to understand ABBs stance on it.
Rose
Did you ask the guests what happened through the ABB messaging? Always communicate through ABB messages so that you have proof of what they say.
And I think you have 2 days to file a claim with ABB. When did this happen?
Take A LOT of photos of all damages, everything you can and send them to ABB.
If they continue to say no to your claim I'm sure you can file a claim through your own homeowners insurance.
And BEFORE you leave them a review try to get this all straightened out, in your favor. I'm sure you're mad but don't leave them a review until you've heard back from them and ABB. You can't undo a review and you want them to cooperate as much as you can.
Once you have it finalized (and is sounds like it will go in your favor I hope) then write an honest review of these guests so that everyone knows what they did & how they handled it all. How irresponsible.
Jane
I filed immediately, sent pics of damage and links to items that need to be replaced. In emails from the guest he readily admitted starting the fire but said he had been too busy to let me know about it.
It took two weeks for Airbnb to respond and they just said that there was not enough documentation and that it was now closed and they "were disengaging from further discussion".
If they needed more info I would have supplied it but they did not get in touch with me. I had to email them twice to get that answer.
The guest never responded to Airbnb.
So lesson learned Airbnb does not pay for damages. I will collect deposits from now on but they are a headache. I have not had problems up until now.
I think the cavalier attitude of the guest bothers me the most!
Rose
Ugg...I'm so sorry this happened. So the guest didn't respond to ABB and even though he admitted the damage they aren't siding with you? This is terrible.
He's being cavalier because he doesn't want to be billed. Did you leave him a review?
Susan
I'm less concerned about the guests cavalier attitude (he started a fire, put it out and didn't mention it? Duh to the nth degree). I am deeply concerned about AirBnB's response. I've long suspected that the Host Guarantee is more PR and marketing than substance and this just confirms it.
Christina
The host guarantee is not much of a guarantee. I have never counted on it.
Jane
I agree I am very disappointed in Airbnb. I put too much confidence in their promises. I left the guest the review he deserved but he will probably keep booking under someone else's name.
Deborah (High Priestess)
I am going to save this story as it is quite concerning that a guest could START A FIRE in the host's home, and AIrbnb refuses to compensate host and then "disengages from further discussion." Awful!!!
Not a good experience
(photo does not depict actual fire/damage in this story)
I hosted a group of 6 guests who stayed two nights. After they left I found they had started a fire in the kitchen which damaged the countertop and some kitchen equipment. They used an extinguisher to put it out which was a good thing. The bad thing was the powder was over the entire cottage and they didn't bother to mention what had happened or clean up the mess.
Airbnb has refused to cover the damages-has anyone had a similar experience?
I am going to have to charge a security deposit from now on to cover any possible damages.
Not a happy camper right now
nadia
I'm so sorry to hear your problems Jane. I'm disappointed that Airbnb failed to cover the damages. I read their insurance policy and it said clearly that Airbnb covers personal damages. If I were you, I'll keep pursuing Airbnb to keep their promise. Get their protection plan & read it thoroughly. And make sure you present your argument clearly based on documents you gathered. And in the future, definitely ask for security deposit. I do & have not had a my problems so far. Good luck
nadia
here is the direct link to the protection program
www.airbnb.com/help/article/937/what-is-host-protection-insurance
Airbnb needs to honor their protection. Please keep me up to date on this. I need to know if Airbnb is compliance in their agreements.
Rose
Yes keep us posted we all need to learn from this experience. None of us want this to happen to anyone, and if it does we need to understand ABBs stance on it.
Rose
Did you ask the guests what happened through the ABB messaging? Always communicate through ABB messages so that you have proof of what they say.
And I think you have 2 days to file a claim with ABB. When did this happen?
Take A LOT of photos of all damages, everything you can and send them to ABB.
If they continue to say no to your claim I'm sure you can file a claim through your own homeowners insurance.
And BEFORE you leave them a review try to get this all straightened out, in your favor. I'm sure you're mad but don't leave them a review until you've heard back from them and ABB. You can't undo a review and you want them to cooperate as much as you can.
Once you have it finalized (and is sounds like it will go in your favor I hope) then write an honest review of these guests so that everyone knows what they did & how they handled it all. How irresponsible.
Jane
I filed immediately, sent pics of damage and links to items that need to be replaced. In emails from the guest he readily admitted starting the fire but said he had been too busy to let me know about it.
It took two weeks for Airbnb to respond and they just said that there was not enough documentation and that it was now closed and they "were disengaging from further discussion".
If they needed more info I would have supplied it but they did not get in touch with me. I had to email them twice to get that answer.
The guest never responded to Airbnb.
So lesson learned Airbnb does not pay for damages. I will collect deposits from now on but they are a headache. I have not had problems up until now.
I think the cavalier attitude of the guest bothers me the most!
Rose
Ugg...I'm so sorry this happened. So the guest didn't respond to ABB and even though he admitted the damage they aren't siding with you? This is terrible.
He's being cavalier because he doesn't want to be billed. Did you leave him a review?
Susan
I'm less concerned about the guests cavalier attitude (he started a fire, put it out and didn't mention it? Duh to the nth degree). I am deeply concerned about AirBnB's response. I've long suspected that the Host Guarantee is more PR and marketing than substance and this just confirms it.
Christina
The host guarantee is not much of a guarantee. I have never counted on it.
Jane
I agree I am very disappointed in Airbnb. I put too much confidence in their promises. I left the guest the review he deserved but he will probably keep booking under someone else's name.
Deborah (High Priestess)
I am going to save this story as it is quite concerning that a guest could START A FIRE in the host's home, and AIrbnb refuses to compensate host and then "disengages from further discussion." Awful!!!
