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I imagine this has everything to do with Air’s bottom line. Air is well aware that many people cannot just drop what they are doing to file a claim before next guest check in. So for cases where the guest refuses to pay for damage, I bet Air does often pick up the tab because they know the guest can do a chargeback.
Since VISA does not allow their cards to be used for damages (unless the cardholder gives consent) - then sometimes it’s not worth it to Air risking receving too many chargebacks. So now, even if you present 10 time stamped photos (an hour after guest check out) with all the evidence needed…Air can now say “too bad, it wasn’t filed in time.”
If you have that much business you need to figure out how to make it work. Airnb wasn’t set up for multiple listings. It seems to me that you need to invest in staff to do the check, or do it yourself.
I have staff actually. There are over 3,000 listings in Big Bear Lake with a population of 5,000 people. No matter how much staff I have (3 different cleaners for 3 properties) there simply isn’t time to file a report. But again, the only solution seems to be, as soon as cleaner sees an issue- they call me- I then make an immediate claim/ resolution center and then discuss with guest. It will probably hurt my ratings though.
AirBnB at the Open said they are now going to start to concentrate on multi-listing companies - so this is something they need to hear about and fix.
(Some companies in Big Bear have over 400 properties each on AirBnB)
I think you’ve nailed it on the head. If your cleaner notices something - they tell you, take a picture and you file it. If your cleaner doesn’t have a camera on their phone then it’s cheap to provide them with a camera.
I don’t think it’ll ding your rating if you explain the issue/action to your guest.
We’ll see. “Hi my cleaner saw something, I have to report this to AirBnB immediately- sorry… Ok, let’s talk” The bigger issue is assessing damage amount. Usually I’d call around try to see what the price to replace it was- now I don’t have as much time so I’ll go for a higher price. Also, if I happen to be busy those 2 or 3 hours like at a movie or shopping or in a business meeting- I’m screwed.
Exactly! I would be screwed anyway because I am the cleaner. Like I mentioned before, it takes me the complete 5 hours (and I am hustling!) to clean the entire space. So the solution for me would be to alter my check in/check out times only on my Airbnb listing. Guests can check in at 5 p.m. instead of 4. And guests have to check out at 10 a.m. instead of 11 a.m. That gives me two hours to deal with filing a claim, etc.
Better yet, they should check out at 8 a.m…that way I have time to run coffee through the coffee maker to be sure they didn’t break it. I can then pull out every single pot, pan, piece of dishware etc. and make sure they didn’t damage anything. While I am at it I best run the dishwasher to make sure guests didn’t do damage. And then run a batch of popcorn in the machine to make sure that isn’t damaged. Might as well cook lunch in the oven too…LOL!
Obviously in a whole home rental it’s common for damage to be reported by the following guests when they are using something or come across something.
Ha! Yeah officially on AirBnB check out is 11am but change your check in to 11pm (But then you tell them they can check in at 3pm but please let you know in the next 8 hours if they find something broken!)
From your post, it sounds like there are three hours in the day where you might have to address something. I’d probably refrain from attending the movies during that period.
"Hi [X]
When we were inspecting the property after check-out, we noticed [Y]. Would you be able to provide any further information on this?
Under AirBNB’s TOS, I need to start a claim, but I am keen to resolve this with you as swiftly as possible.
I look forward to hearing from you.
Kind regards,
BigBearRentals"
@cabinhost, my AirBNB is a whole house rental and I too clean the flat. It’s easy to check the big ticket items - e.g. stove, oven, plumbing, etc. Our small appliances are inexpensive, so unless it’s been obviously damaged/broken then I don’t sweat it.
Typical abnb. At this point I would take it to he Better Business Bureau and/or any state regulatory agency and file a complaint against Abnb.
Tweet this and post on Abnb Facebook and see the results.
Have my cake and eat it to? How do you figure? So you don’t find a flaw with a system where the renter breaks something, tells you they broke it, but airbnb says “too bad” because you took the time to check the price to charge the renter? I like to treat my renters better than just a bank machine.
You need to start the claim, I don’t believe you are expected to provide documented estimates, just give a ballpark figure with a note that you are requesting estimates.
Actually AirBnB said I need to start the claim with as much documentation as possible. Seems like they aren’t asking for more evidence anymore before they make a judgement. So whatever you provide in that first email is basically going to decide the case.
@BigBearRentals you’re running a business on the Airbnb platform. That’s fine but no need to act like you can’t write the repair costs off as a business expense… so you didn’t get the money from Airbnb - it’s not like it’s the end of the story.
@Zandra I am running a business as everyone is on AirBnB. $100 or $1000 in damage is still out of my own pocket as someone trying to make a 2nd income from AirBnB as we all are. With your logic- every single one of us should never expect money back from any damage - as it’s simply part of doing business.
@Ash953, I had a problem a year ago and AirBnB did allow time for documentation- I am now being told this isn’t necessarily the case anymore. On the phone the case worker told me that they will go off your first email unless they specifically have any follow up questions.
No thats absolutely not my logic in the slightest.
It’s unfortunate you didn’t get your claim processed in time but like I already noted, it’s not the end of the story for you. My objection is to the huge fuss you are creating, as if you have no alternative. If this happened to me I would have no way to claim the expense through the tax system as I don’t earn enough via Airbnb. You do. So please when conducting a business, accept that business expenses do sometimes occur.
I had a guest chip my sink and they didn’t report it. I was in fact in the flat and heard when they dropped something but didn’t investigate further. It wasn’t until a few days later that I discovered the problem. The whole unit had to be replaced at significant cost. Annoying but totally the cost of doing Airbnb.
I would hardly call posting on a board, a huge fuss I called airbnb about it and it’s done. I am pointing out something broken in the system they needs to be addressed. If you are making $10k a year or $100k a year this effects us all.
