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Original poster

Airbnb - damage we caused

289 replies

CharlotteBog · 12/08/2023 15:59

My son scratched the glass top stove in our rental. One ring of 4.
I told the host, including a photo.
I've just received a request for £550 to replace the whole top.
Says that's the only fix they can do.
I had 22 hrs to pay.

I've declined it, asking for more time.

We are away in Canada (from the Uk) and not back for another week.

I want to look into our options more; should I ask for quotes, look into how much a repair should be etc. I cannot so this when I only have my phone in a different country.

I've used Airbnb a lot, never had a situation like this.

I've cried about it this morning; I want to put it out of my mind so we can enjoy our last week.

I am accepting responsibility, and am not disputing I need to pay for repair, but this seems ALOT and I don't want to just pay it.

Any advice?

The scratch was caused by my adult son being over zealous with his cooking, not being reckless - just not experienced with these stove tops.

OP posts:
Thread gallery
5
JobChangeSoonPlease · 12/08/2023 16:00

Is it un-usable or is it a cosmetic scratch?

discomoves · 12/08/2023 16:02

They should have insurance and I'd offer to pay the excess?

Cantstaystuckforever · 12/08/2023 16:03

What does your insurance say?

Cismyfatarse · 12/08/2023 16:10

CharlotteBog · 12/08/2023 15:59

My son scratched the glass top stove in our rental. One ring of 4.
I told the host, including a photo.
I've just received a request for £550 to replace the whole top.
Says that's the only fix they can do.
I had 22 hrs to pay.

I've declined it, asking for more time.

We are away in Canada (from the Uk) and not back for another week.

I want to look into our options more; should I ask for quotes, look into how much a repair should be etc. I cannot so this when I only have my phone in a different country.

I've used Airbnb a lot, never had a situation like this.

I've cried about it this morning; I want to put it out of my mind so we can enjoy our last week.

I am accepting responsibility, and am not disputing I need to pay for repair, but this seems ALOT and I don't want to just pay it.

Any advice?

The scratch was caused by my adult son being over zealous with his cooking, not being reckless - just not experienced with these stove tops.

We have rented (in the UK) for many years. DH works for a holiday rental company.

Hosts are expected to insure against this. You are not liable unless done deliberately or maliciously, much like in your own home.

Their insurance should cover it. Your insurance company might have legal protection. Air B&B ought to help too.

Original poster
CharlotteBog · 12/08/2023 16:12

It's cosmetic.

I didn't get Airbnb insurance.
I have travel insurance.

Host should have insurance, yes?

Didn't think of insurance route, thank you.

I do need more time to read all relevant docs, when I'm back at home. That's a reasonable request isn't it?

OP posts:
Original poster
CharlotteBog · 12/08/2023 16:14

Thank you (crying a bit again).

Currently, cos I declined to pay it's with Airbnb. I want to stop checking my phone for doom laden updates.

OP posts:
ScandiNoirNuit · 12/08/2023 16:14

It seems really high but I know when we broke our induction top it was about £700 vs whole new hob of £1000 so the price may be correct. However, this sounds like more of a cosmetic scratch. I’m honestly not sure how this sort of thing is dealt with on air bnb, I can’t imagine any sort of travel ins covering someone for this?

I’m sorry it is affecting your holiday OP.

Original poster
CharlotteBog · 12/08/2023 16:15

It absolutely was not done on purpose, my son is used to gas hobs where you can jiggle pans about.

OP posts:
ScandiNoirNuit · 12/08/2023 16:17

Sorry, didn’t mean to say that it won’t be covered by ins, hopefully it will be.

Original poster
CharlotteBog · 12/08/2023 16:17

I don't want to engage with the host unless I know what I'm talking about. She has been gracious in accepting it was a mistake, and thanks me for being honest.

The repair doc was some 24hr emergency hob fix.

OP posts:
pollykitty · 12/08/2023 16:18

That is ludicrous!! I would refuse to pay. A cosmetic scratch?! I have one in my own kitchen and it’s covered in scratches. They cannot expect everything in their rental to remain pristine. I would bot have even reported it, you are being punished for your honesty.

Original poster
CharlotteBog · 12/08/2023 16:18

Ok - I feel a bit calmer now. I'm going to stop checking my phone and do something relaxing.

Canada is beautiful.

OP posts:
PollyThePixie · 12/08/2023 16:18

Op, has it stopped working? Or is this a case of your honesty being your downfall?

FloofCloud · 12/08/2023 16:24

That's bonkers - it's wear and tear 🙄 these things happen and if it was say a window or door then it would be insurance. I suspect they're being arsey because i insurance wouldn't pay up because it's just cosmetic

MotherofWhippets81 · 12/08/2023 16:25

Surely this is an insurance job? They should be insured the only thing I would expect to lose would be a deposit of some sort. Unless it's in the details I wouldn't even thing you're obliged to pay the excess. If it is only cosmetic surely they'll just leave it if it's solely a rental?

Londonbridgeis · 12/08/2023 16:26

Don’t stress about it - this is just the way the Airbnb insurance works on the host side. You have to get a verified quote for repair/replacement and put the request through to the guest - if the guest decline/ to pay then the insurance pays out, but you can’t get the insurance payment without first sending the request to the guest.

I once missed out on my insurance payout from Airbnb by one day, partly because I had spent so long stressing over sending a substantial bill to my guest for wrecking new towels, a rug and my coffee table that I put the claim in 18 hours too late. Now I just send a claim straight away if anything goes wrong, but I don’t expect that guests will pay up!

LateMumma · 12/08/2023 16:27

Let Airbnb handle it. In my experience, they will reimburse the host an amount they think reasonable, which will be a repair or proven cost of the appliance minus depreciation based on average lifespan. They won't reimburse the cost of a brand new replacement, so even if they do pursue you for the cost, it will probably be considerably less than £550. Try not to let it spoil your hol OP

pinksavannah · 12/08/2023 16:31

Ohhh bless you! Don't let it ruin your holiday

It's just a scratch, they need to just accept that renting out your place on Airbnb this is likely to happen ,

I'd stop engaging entirely tbh , you were probably too honest in even contacting them

stayathomegardener · 12/08/2023 16:36

Airbnb superhost here, it's wear and tear I can't believe the host expects you to pay.
Honestly I've had broken beds, smashed lamps and endless crockery and glassware accidentally broken, I just replace or repair what I can.

I always reassure my guests that accidents happen and would hate to think it spoiled their trip.

Autumnsoon · 12/08/2023 16:40

I would not of reported that
it’s normal wear and tear
how Can u be sure it wasn’t there before u arrived

WoolyMammoth55 · 12/08/2023 16:42

We rented our place through Airbnb, had a lot of damage caused - our insurance covered it.

In a comparable case where the guest reported burning a pan ring onto our wood kitchen countertop (because she thought it was laminate?) she admitted the mistake and Airbnb compensated us directly through their own insurance scheme.

You're not liable. Just keep refusing to pay and reiterating that it was an accident and up to them to insure their property when renting it out.

midsomermurderess · 12/08/2023 16:47

@Cismyfatarse you don’t need to quote the opening post. It’s obvious that’s what you’re replying to. It’s very irritating.

storminamooncup · 12/08/2023 16:48

I wouldn't have said anything and hoped they wouldn't notice, and if they did, deal with it then. Their quote sounds really high and I think they are chancing it!

TeachesOfPeaches · 12/08/2023 16:50

Bizarre that you would even notify the host of a cosmetic scratch. Deny deny deny.

OpheliaPlum · 12/08/2023 16:53

I’m an Airbnb super host. This is AirBnB’s strange process for paying hosts out of their insurance. The host gets a quote. The host sends it to the guest. The guest refuses. AirBnB insurance pays the host.

Please don’t let this ruin your holiday. Enjoy Canada 🍁

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