Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
Holidays

Use our Travel forum for recommendations on everything from day trips to the best family-friendly holiday destinations.

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
drpet49 · 12/08/2023 19:36

tt9 · 12/08/2023 18:33

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

This!

ploverq · 12/08/2023 19:57

Movinghouseatlast · 12/08/2023 19:01

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)

Smashed and unusable is very different to a cosmetic scratch.

Clymene · 12/08/2023 19:58

LyingWitchInTheWardrobe · 12/08/2023 19:32

Thanks Clymene, I didn't know about that.

I didn't think about your solution which is much more elegant! Grin

GoodChat · 12/08/2023 20:03

I think paying the insurance excess is fair. If their insurance doesn't cover it, that's their problem.

For those who've said they wouldn't even mention it, I bet you'd be shitty if you arrived to a broken or damaged appliance because the host hadn't been made aware.

Original poster
CharlotteBog · 12/08/2023 22:19

@Poorlilthing (sorry, can't "quote" when using MN on phone).

I'd rather not share the photo.
I will find a similar pic online.

OP posts:
Taylorscat · 12/08/2023 22:48

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.

Same with mine ! Scratch or two isn’t an issue at all. Please don’t worry OP .

Cormoran · 12/08/2023 22:54

are you communicating with the hist by email or on the AirBnB app/website?

GoodMorningHoney · 12/08/2023 23:03

It’s wear and tear, and anything more…that’s what their insurance is for

daytriptovulcan · 12/08/2023 23:19

The scratch was caused by pots/pans provided by the host right?
The hob remains fully functional, is that right?
So it's rental wear and tear basically.
The host should take it on the chin, accept the fantastic profits from their air BnB and continue renting the place to the next person, with no discount because of the scratch. They suffer no substantial drawback.
Is it a business or the owners personal home while they temporarily moved out?
A neff halogen hob is about 300£.

Original poster
CharlotteBog · 12/08/2023 23:21

Cormoran · 12/08/2023 22:54

are you communicating with the hist by email or on the AirBnB app/website?

Via the App. Absolutely.

OP posts:
Original poster
CharlotteBog · 12/08/2023 23:24

daytriptovulcan · 12/08/2023 23:19

The scratch was caused by pots/pans provided by the host right?
The hob remains fully functional, is that right?
So it's rental wear and tear basically.
The host should take it on the chin, accept the fantastic profits from their air BnB and continue renting the place to the next person, with no discount because of the scratch. They suffer no substantial drawback.
Is it a business or the owners personal home while they temporarily moved out?
A neff halogen hob is about 300£.

Yes and she says that she has had those pans and the hob for years w/o incident.
She owns the whole property and when in the country she lives upstairs to the Airbnb apartment.

OP posts:
Cormoran · 13/08/2023 00:03

The host is covered by AirBnB insurance https://www.airbnb.com.au/help/article/279 so they can't ask you.

Host damage protection - Airbnb Help Centre

https://www.airbnb.com.au/help/article/279

Original poster
CharlotteBog · 13/08/2023 00:15

Cormoran · 13/08/2023 00:03

The host is covered by AirBnB insurance https://www.airbnb.com.au/help/article/279 so they can't ask you.

Thank you SO much. This is the info I need to know and just don't want to spend my holiday trying to track down and spend ages reading in my phone, taking notes etc.

I really appreciate you posting that link.

OP posts:
Cormoran · 13/08/2023 01:19

Even without the insurance, it is normal wear and tear. Glass stovetop are prone to scratches. It happened during normal and expected use of the appliance. There are several discussions on that like this one https://www.reddit.com/r/AirBnB/comments/v4ca6h/hosts_claim_i_scratched_their_stovetop/
and here on a host forum
https://airhostsforum.com/t/white-stains-on-glass-cooktop/32173

Reddit - Dive into anything

https://www.reddit.com/r/AirBnB/comments/v4ca6h/hosts_claim_i_scratched_their_stovetop

Mmhmmn · 13/08/2023 02:30

The host sounds like a money- grabbing chancer. She's not doing AirBnB for charity, she's probably making a mint out of the place. Ridiculous reaction to an honest admission of something that is wear and tear.

Toddlerteaplease · 13/08/2023 04:30

My travel insurance covered me, when I had a mishap with a mobility scoter and accidentally damaged a hotel wall.

Octosaurus · 13/08/2023 05:25

Wear and tear should be allowances so you should only pay a portion of the cooker as it wasn't brand new when you arrived likely

Poorlilthing · 13/08/2023 05:36

I’m now imagining quite a scratch if you’re not going to post a photo op!

User13986509 · 13/08/2023 06:51

OP probably doesn't want to post a photo as it isn't her property, if it was her own she would probably be quite happy to. I wouldn't want to be trying to sort something out that I had done and be posting random photos about it on the internet.

crocodileboots · 13/08/2023 07:07

They should have accidental damage insurance on the air bnb! The most you should have to pay is excess. And in fact I don't think you necessarily HAVE to pay that, you'll have to check the terms and conditions.

excellentsometimes · 13/08/2023 07:28

I would defo let the Airbnb process kick in here. Replacing the whole thing sounds bonkers. If it's only a cosmetic scratch, to me that would be part of 'wear and tear' in a normal rental property.

I once had a bad experience when an airbnb owner claimed that a lamp was missing from a bedroom in a cottage we'd hired and the cleaner had found the broken shards of it in the bin. Wanted £100 to replace it. We were so cross as we'd absolutely not broken a lamp nor tried to hide the evidence. Wonder if the cleaner had broken it!?

Thankfully, for some weird reason, as we were leaving I had earlier decided to take a picture of the room (it was a very pretty room) and I shared it on FB as if to say 'had a lovely time, will be sorry to say goodbye'. You could clearly see the lamp in the picture. Airbnb ruled in our favour.

But I understand how upsetting and stressful it can be. Airbnb and insurance is the way forward.😊

Poorlilthing · 13/08/2023 07:35

User13986509 · 13/08/2023 06:51

OP probably doesn't want to post a photo as it isn't her property, if it was her own she would probably be quite happy to. I wouldn't want to be trying to sort something out that I had done and be posting random photos about it on the internet.

Oh come on. A photo of a scratch on a ceramic job? Hardly identifying the property

Original poster
CharlotteBog · 13/08/2023 09:36

Poorlilthing · 13/08/2023 05:36

I’m now imagining quite a scratch if you’re not going to post a photo op!

It is quite a scratch. I have never said otherwise. It's very clear on one of the rings, and is about 2 x 2 cm.
Not at all deep.

I don't want to post the actual photo while the issue is underway. I just don't feel comfortable posting a photo of someone else's properly.

OP posts:
Poorlilthing · 13/08/2023 09:38

It’s about 2cm deep?

Poorlilthing · 13/08/2023 09:38

What’s 2x2 for a scratch? Is it a line?

Swipe left for the next trending thread