How to win a claim on Airbnb

Question

If you are a host on Airbnb, you might have to initiate clames on Airbnb.

The best way to win a claim is by showing airbnb how the place was left to the guests. You also want to get every invoice of how much it cost you to repair the place. Handyman work or extra cleaning fees you paid to leave the place ready for the coming guest. Make sure you save and record everything so you help airbnb solve your case faster!

Melissa Nash · Answer

Not necessarily....... I agree that you can try to save and record everything...but don't assume that is enough with Airbnb. I am speaking from experience, where Airbnb has favored with the guest despite my proof. I always try to work with the guest first, I have more luck with them than airbnb.

Andrew Steffens · Answer

Totally agree.  Breezeway makes it easy for Housekeepers and handymen generate timestamped reports  with photos that Airbnb accepts.

We just had a woman say that she checked into the house and there were multiple dog feces found on the floor at check in.  She did have 3 dogs with her so not sure if she was trying to get a refund for nothing or if her dogs defecated and she did not realize, but we had time stamped photos as evidence as Airbnb was about to accept her side of the story and refund her a significant amount.  Once we sent timestamped photos of 2 hours before check in it was spotless, she did not receive anything.

Andrew Steffens · Answer

For sure, same with us.  I meant when people demand or Airbnb forces them!

Cliff H. · Answer

@Andrew Steffens I don’t give discounts on current stays unless it is something that’s totally on me like failed utilities that’s caused direct discomfort or items promised in the ad that weren’t there. Prefer discounts to future stays as a means to not reward bad guest behavior.

Pete Appezzato · Answer

You must document everything with photos and invoices.  But even with all that at times, I know hosts that had a hell of a time getting paid or paid in full.

Andrew Steffens · Answer

True and good point.  It is unfortunate but not much you can do other than give huge refunds whenever people threaten.

Cliff H. · Answer

@Andrew Steffens sorry to hear about that dog situation. However, you bring up an interesting point that I haven’t seen mentioned much in terms of guest reviews and damage claims.

Ex: guests who file proactive complaints on a property in lieu of damages they’ve already caused to your property. I’ve experienced this numerous times and it’s as if they are trying to head off a bad host review by finding other problems in your rentals and using them as a smokescreen before you have a chance to find damages they’ve caused.

Very strange that some folks have that much time on their hands to go to that length, but have seen it a lot over the years before cleaners find issues with a turnover.

Michael Baum · Answer

How does providing the information required help in getting a claim paid?

Having your ducks in a row should be automatic. You can't get a claim paid with no evidence of damage or repair.

Even if you have all the documentation in the world, they can and often do deny your claim.

How to win a claim on Airbnb

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