Guys, Security Deposits are a MUST! Guests expect to pay it and are not deterred by putting down a deposit. On Air, they just place a hold, they don’t actually collect it. (On FlipKey, they DO)… So it’s not paid out upon until needed. That being said, you do have to find the damage and report it within 48 hours. You are also required to upload photos of the damage and receipts, or replacement quotes (when my table was broken, I simply uploaded another similar table URL from the retailer where I purchased it.) You then have to confront the guest and request the damaged item be paid for. Even if it is over the amount of their deposit, (which is what happened with me.) They can and usually do deny.
So, it’s not a warm fuzzy process by any means. The guest is allowed to counter and send you a lower price. You can refuse this, and then it moves on to Air Host Insurance Damage claim status. Air has to review and decide. It will be more ammunition on your end if you have a deposit in place! In other words, they are more likely (in theory) to side with you if you have a deposit policy. If you don’t why should they cover you?
Geoff… What on earth!!! Guests damaging things and tossing them!!! ??? Not telling you? That is bizarre. I’ll wager they damaged the mattress pad and just brought in a cheap replacement hoping you wouldn’t notice. Bad, bad!!!
I once found a tube of super glue in one of my studio’s kitchen drawers and knew the guest had broken something and tried to glue it. Never did find the broken piece so I guess the super glue worked!
Geoff, if I were you I would contact Air and see if you can have them review this situation. Maybe they will allow you to claim after the 48 hour period. Worth a try!