Airbnb - damage we caused

[CharlotteBog]

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.

It's cosmetic. If they're that fussed, they should have insurance. Offer to pay the deductible, but I certainly wouldn't be replacing the whole thing.

Host should claim through insurance. Offer to pay excess. Only. No more.

Another one here to say that the owner should proceed via their insurers.
You can offer to pay the excess.

Please don't fret about it.

Thank you for the reassurance re insurance. I will let you know when I have a response to my "decline".

I told the host as it seemed the decent thing to do. Even if we drop and break a glass I would let them know.
IME hosts appreciate this.

having lived in a flat with one of those hobs previously - they are impossible to use without scratching - unless you use it only for decoration.

they are stupidly expensive to repair/replace - so the only thing to do is accept it will get scratched.

I wouldn't worry

We had something break whilst at an AirBnB and the host thanked us for letting them know and never asked us to pay. It wasn't deliberate and they were just grateful we told them as soon as it happened so they could get a replacement before the next guests arrived.

Not half as irritating as taking our your irritation on someone who is trying to help.

If they don't want it getting scratched then they should have provided a silicon mat. We used one of these on our induction hob when it was new.

No way should you pay for this- utterly ridiculous!

We have one, we changed from gas to electric and DH managed to make a deep cosmetic scratch on ours about 3 months after we got it, I think something must have been on the pan underside, it's easily done.

I’m sure they do - I certainly appreciate it when I Airbnb my place. It’s just their hands are tied with the process Airbnb implement.

Would love to know how it works from the guest side. People do get really stressed about being asked to make damage good and I can understand that - it’s annoying they don’t always realise you have little choice as a host. I’m guessing Airbnb will just accept and you’ll hear no more about it - it seems to be a largely automated system.

enjoy your holiday!

They cannot expect everything in their rental to remain pristine.

Except that the next guest will expect everything to be pristine.

I agree it is irritating and if everyone did it when they answered then the whole thread would be almost unreadable and fill up extremely quickly!

Except you wouldn't have known if she hadn't told you @Cismyfatarse! 

I find it astonishing that Airbnb make hosts send an outrageous bill to customers before they'll allow them to claim on insurance. We're going to an Airbnb place next week so good to know!

Hope you enjoy the rest of your holiday @CharlotteBog

I am an Air BnB host.

If you refuse to pay this will then go to Air BnB to pay under the host guarantee. That is the way the system works- guest refuses, Air BnB ( hopefully) pay.

I have had my ceramic hob smashed by a guest. I was told my only option was to replace the whole cooker, which was £999. It's impossible to mend/ replace the hob alone. So this is probably what the quote is for.

If they claim on their own insurance the excess will probably be at least £200. Also, lots of holiday let insurance doesn't actually include accidental.damage, I had to really search for a policy that includes it.

Getting a new cooker delivered with guests in situ is difficult and stressful as you often can't specify a time for delivery and installation. I had to compensate the guests who were there next as the new cooker arrived at 8.30 am ( we were given a slot between 7 am and midday)

@Changesarecomong I did it to ensure I was giving correct advice while writing on a phone screen. It meant I could see what I was answering.

However, in terms of the actual point of this thread (which was why I tried to help) I am glad the OP has been able to relax and has had many supportive comments.

Most holiday let insurance policies exclude accidental damage. Ours includes it but the excess is £250.

You presumably took a photo of the damage op?

I wouldn’t even notice a small stretch on a hob. I doubt I’m alone in that.

Scratch, dammit.

Yes.

I understand what you mean, it can be helpful to see the OP's post. I do the quote thing as well but, before I post, I remove the quote (blue button, clear quote).

Let’s have a look then!

Just fyi, you can click on 'show original post' at the bottom of the screen and then toggle it on and off when you're replying (see screenshot attached)

Thanks Clymene, I didn't know about that.

We had very similar where we stained a floor accidentally (non treated so not practical for an air bnb) and the host wanted 700 euros to resand the whole floor. I was thinking more like 50! We didn't want to give her money directly so she requested 400 which was the max she could do through air bnb. We refused (giving context and saying we were willing to pay something) and heard nothing more so I assume they paid her something.

It was really stressful so I wish I'd known that was how air bnb deal with it!