Are you feeling the Airbnb heavy lifting pain I am feeling?

Question

Recently I've been experiencing an increase in damage to my properties from guests.  I list my properties on both Airbnb and HomeAway and when there is a claim to be filed Airbnb has become ever more scrutinizing than previously so.  Makes me wonder if they have been receiving false claims from hosts.  Just recently I filed a claim for $174 and it felt like I was responding to the IRS when I had to involve Airbnb.  We must have gone back and forth three times on email to settle the claim, and now the guest is asking for the money back!  What?  I thought once Airbnb settled the request there wouldn't be any additional "noise"?  I had to explain again what transpired.  I have photos of the damage and video of this guest abusing my property.  Seems straight forward to me.  I must say, that while HomeAway is costing me a bit more in hosting fees, I don't have the aggravation that Airbnb is creating for hosts.  Anyone else feeling this pain?

Anand S. · Answer

ABB definitely sets up more roadblocks than HA, especially with how easy HA's damage insurance claim process is.

For small stuff with ABB I usually send the guest photo evidence of the issue the day of checkout and leave it to them to respond with a remedy. If they don't, I wait for the 14 day period to expire and then I make a claim. This avoids any malicious negative review if I make a claim within the 14 day review period.

I also charge 75% more for cleaning (than what my cleaners charge me) so I end up with a healthy surplus that easily covers any linen/dish damage that is not claimed.

Paul Sandhu · Answer

Damages/losses are just part of doing business.  My biggest losses have been from intruders/tenants that stole an HDTV, riding mower, pedal boat, pro football jerseys, and a pellet gun.  These were all separate incidents.

On the flip side, I've had tenants leave behind HDTVs, heavy duty industrial socket sets, box springs and mattress, cajun food, beer, flame resistant clothing, and about $100 in change.

Probably lost $2000 worth of my things over the years.  Probably gained $1000 with the things people leave behind.

The pellet gun was just a Crosman .177 10 pump.  It was the last thing stolen a few weeks ago by some travelling DirecTV salesmen. It's being replaced by a Benjamin .22 spring piston air rifle.  Time to set out some starling/pigeon bait.

Michael Greenberg · Answer

@John Underwood I'm with you John, more and more moving to HA and away for ABB.  @Michael O'Brien I have Nest Cam's with their subscription, one in the backyard at each house. I have pools so I'm concerned about liability and can review the footage up to 5-days should I need to, though rarely do unless the camera alerts me that it is either off-line, or in one case covered with a towel.  Just make sure to clearly advise the guests that it exists and the purpose of the camera.

Be aware that even though Airbnb may find in your favor, the guest can dispute it and request a refund.  In my opinion, that's absolutely absurd!

@Paul Sandhu the most my guests ever leave behind are clothes and things that cannot be mentioned.  Yes, I agree, claims are part of the business, but it's too frequent and in my opinion ABB is protecting the guest with their policies, not the host.

Chai Xiong · Answer

Agree i prefer HomeAway more with their damage policy it makes more sense then having to chase Airbnb after the money.

Luke Carl · Answer

@Michael Greenberg Things have been very quiet for me on all properties lately. Which as soon as I post this will change lol. I totally feel your pain! But I still slightly like AirBnB better than Vrbo in the grand scheme of things.

John Underwood · Answer

@Michael Greenberg Sorry you have had these problems. Seems like pictures and even video evidence would make this an open and shut case.

I had one issue on a Homeaway booking. I had video and pictures of some damage. HA let me keep the whole deposit with one phone call and it never came up again.

Luckily I have had very few issues where I have had any damage.

Benjamin Vail · Answer

I have also noticed that Airbnb is tightening their protocol for pain damage claims. We don’t have too many of these, but when they happen we now have several steps of documentation and processing to go through to have any hope of getting paid.

It used to be a lot less questions asked. Just a few weeks ago they declinrd to pay a smoking damage claim because (though we had all documentation in place) our cleaning companies invoice did not include a phone number. It’s still had a logo, and a signature but they specifically denied the entire claim because our cleaning company didn’t include a phone number..

Ken Latchers · Answer

It isn't worth the pain pursuing small claims. Wait the 14 days to avoid bad reviews, then ask guest, with pictures. Under $100, it is cost of doing business

Michael O'Brien · Answer

How did you get video? Outdoor ‘ring’ camera?

Are you feeling the Airbnb heavy lifting pain I am feeling?

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