Fire in our Airbnb unit due to guests

[Jacob Haskins]

Hi, BP community! Just wondering if anybody else has had the same experience that I have had having to deal with Airbnb Cover.

Earlier November 2022, we had a guest stay at our STR home, and they "accidentally" had a candle fire. So what actually happened is unknown, but there is soot and ash everywhere in parts of the home. The actual end table located next to a bed did catch on fire and there is clear evidence that is is destroyed. The house reeks from smoke smell and there is soot damage on all of the furniture and ash lightly dusting the whole section of the home. Thankfully, the house did not catch fire, but just the top of an end table which then left residue and soot damage everywhere.

I tried contacting a couple of deep-cleaning companies and both turned me down for cleaning as they feared potential liability with it being fire damage and the odor remaining. Because of this, I contacted a restoration company and they came out and gave a detailed report. They estimated and quoted full restoration of the fire damage which included soot cleanup, odor removal, clean air filtration (out of fear there may be something harmful in the air from the items that burned), and floor replacement. The extent of their quote exceeds $20,000 USD of damages. (I also got a second opinion from another restoration company and their report was very similar to the original scope of work).

So, now for my question: do any other hosts have experience dealing with issues like this? I have followed Airbnb's process on filing a claim for reimbursement through Aircover, but it has now been 3 weeks and nothing has been done. I have followed up with Airbnb's support team on 4 different times to no avail. They always respond with "We will escalate this case to a Senior associate", and then close the ticket.

I am wondering if it is best to file through my own insurance or should I continue to follow Airbnb's processes? Ideally, it seems reasonably to me to expect Aircover to handle this since it is a result of their guest. I have dealt with Aircover before, but only for small instances less than $500 and it was no big deal. The tough part is there are no representatives you can "call" or even chat with on Airbnb's platform which seems like a big miss to me.

[Randall Alan]

Quote from @Jacob Haskins:

Hi, BP community! Just wondering if anybody else has had the same experience that I have had having to deal with Airbnb Cover.

Earlier November 2022, we had a guest stay at our STR home, and they "accidentally" had a candle fire. So what actually happened is unknown, but there is soot and ash everywhere in parts of the home. The actual end table located next to a bed did catch on fire and there is clear evidence that is is destroyed. The house reeks from smoke smell and there is soot damage on all of the furniture and ash lightly dusting the whole section of the home. Thankfully, the house did not catch fire, but just the top of an end table which then left residue and soot damage everywhere.

I tried contacting a couple of deep-cleaning companies and both turned me down for cleaning as they feared potential liability with it being fire damage and the odor remaining. Because of this, I contacted a restoration company and they came out and gave a detailed report. They estimated and quoted full restoration of the fire damage which included soot cleanup, odor removal, clean air filtration (out of fear there may be something harmful in the air from the items that burned), and floor replacement. The extent of their quote exceeds $20,000 USD of damages. (I also got a second opinion from another restoration company and their report was very similar to the original scope of work).

So, now for my question: do any other hosts have experience dealing with issues like this? I have followed Airbnb's process on filing a claim for reimbursement through Aircover, but it has now been 3 weeks and nothing has been done. I have followed up with Airbnb's support team on 4 different times to no avail. They always respond with "We will escalate this case to a Senior associate", and then close the ticket.

I am wondering if it is best to file through my own insurance or should I continue to follow Airbnb's processes? Ideally, it seems reasonably to me to expect Aircover to handle this since it is a result of their guest. I have dealt with Aircover before, but only for small instances less than $500 and it was no big deal. The tough part is there are no representatives you can "call" or even chat with on Airbnb's platform which seems like a big miss to me.

We’ve also had a fire in a unit due to a tenant.  We don’t do AirBNB, but I had some other thoughts for you:

Ours was a kitchen grease fire by a tenant.  Pretty minimal overall - fire just in the pan.  The flames destroyed a few cabinets in the kitchen - but smoked and sooted  the entire unit .  We filed through  our own insurance.  Restoration was $18,000 - scrub all walls, air purifiers, etc); replacement of damaged items (kitchen damage, replace carpet, repaint entire unit, other clean up was another $18,000.  

Be aware that just like with car accidents, if you file with your insurance you will have a “ding” on your insurability for around 3 years.  We have around 40 units… when we went to get new insurance for a completely different unit the prior claim was a factor (some companies wouldn’t write the new policy because of the previous claim).  So some food for thought there.  I’m not sure how AirCover works to that degree, but just know your claim will follow you for several years through your own insurance.  

I would be a squeaky wheel with AURBNB.  They seriously have no phone number?  That’s messed up!  I would press for a manager to contact you through your email communications.  Be a squeaky wheel.

Also - document everything really well.  Each attempt to contact, etc.  Anticipate having to possibly having to go to court with regard to tracking the timeline of events, timeline, expenses, etc.  Photograph everything, get your own quotes, etc

Aldo - a lawyer sending a letter may accelerate things if you can’t get traction otherwise.  

Hope it may help a little.  
Randy