Dealing with Damages: A Guide for Airbnb Hosts
BY MIKEL HUBBARD
FORMER HGTV PRODUCER | CO-FOUNDER, THE HOST CO |
OWNER, TIMES EIGHT PROPERTY & DESIGN
There may be occasions when guests accidentally or intentionally cause damage to your property. Here’s what to do and when it's appropriate to involve Airbnb.
Assess the Damage: Upon discovering any damages, take a moment to assess the extent. Document the damage thoroughly by taking photographs or videos from multiple angles. This documentation will serve as evidence when communicating with the guest and Airbnb.
Communicate with the Guest: Contact the guest promptly to inform them about the damage. The longer you wait, the more likely they can claim that it could have been the guest after them. Approach the conversation with professionalism and avoid making accusations. Politely inquire about the circumstances surrounding the damage and ask if they are aware of what happened. Keep the lines of communication open and encourage the guest to be honest about the situation.
Evaluate Responsibility: I generally try to give guests the benefit of the doubt. Could this have been a previous guest but the cleaner is just noticing it now? Was this feasibly something I could have done better as a host to prevent from happening or was this truly the guest’s fault? For example, I had a cleaner show up and say the side of the house was charred with black smoke from the grill and the hose was nearby as if they had put out a fire. I contacted the guest extremely upset they had caught the grill on fire, then almost my house and they claimed to know nothing about it. Upon visitng the house, I realized the grill hadn’t been cleaned in months and was bound to catch fire eventually. Although the guest should have been honest, this would have happened regardless and I should have done a better job of keeping the grill clean. I wound up splitting the cost with the guest because I knew we were partially responsible. I may have covered the entire event if the guest had come forward with it, saying it occurred from regular use. However, if the damage results from reckless behavior or disregard for house rules, the guest should be held entirely accountable.
Discuss Resolution: Once you have a clear understanding of the situation, discuss potential resolutions with the guest. Depending on the severity of the damage, possible solutions may include reimbursement for repair costs or replacement of an item by the guest. Collaborate with the guest to reach a fair and satisfactory resolution for both parties.
Involve Airbnb if Necessary: If the guest is uncooperative, refuses to take responsibility, or disputes the extent of the damage, it may be necessary to involve Airbnb. Contact Airbnb's customer support to report the issue and provide documentation of the damages, including photographs, communication with the guest, and any relevant house rules or rental agreements.
File a Resolution Request: Airbnb provides Aircover insurance where hosts can file a claim for damages caused by guests. Submit a detailed request outlining the nature of the damage, the cost of repairs or replacements, and any supporting evidence. Airbnb will review the case and facilitate communication between you and the guest to reach a resolution.
Seek Compensation: If Airbnb determines that the guest is responsible for the damages, they may assist in facilitating compensation. This can include withholding funds from the guest's security deposit, charging their payment method on file, or providing reimbursement through Airbnb's Host Guarantee program, which offers protection for eligible damages up to a certain limit.
Learn and Prevent Future Incidents: Use the experience as an opportunity to evaluate your hosting practices and identify ways to prevent similar incidents in the future. Consider implementing additional house rules, providing clear instructions for guests, or change the products you’re using with ones that are less likely to break.
Leave an Honest Review: After the guest's stay, consider leaving an honest review reflecting their behavior and any damages caused to your property. Reviews serve as valuable feedback for other hosts and can help inform their decision when considering prospective guests.
Maintain Professionalism: Throughout the process, maintain professionalism and courtesy in your interactions with the guest and Airbnb. While dealing with damages can be stressful, approaching the situation with patience and professionalism can lead to a positive resolution.