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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
SandyThumb · 13/08/2023 13:35

CharlotteBog · 13/08/2023 12:36

What kind of sad act 'jiggles' a pan about on a ceramic hob enough to cause a 2cm x 2cm scrape (a scratch being a fairly minor linear thing)?

My son who is an adult, but not used to cooking on glass too hobs.
He's not a sad act.

I said "my son scratched the hob". That is entirety correct.

OP - I was responding to the style of the poster who asked 'what kind of 'sad act' would care about a scratch on a ceramic hob in their holiday rental?' as usual, the 'evil bastard landlord/ airbnb host trope was being trotted out...

Regardless of whether he was used to that type of hob or not, your son must have been pretty careless/ lacking in attention to not notice the scraping sensation that would go along with causing that sort of damage.

Anyway, it sounds like people have explained that it's just part of the AirBnB insurance recovery process so you won't have to pay anyway.

Of course the more insurance claims a company makes, the more their insurance premium rises the following year, and the more prices to the end consumer will rise, so we should all be concerned about careless customers who cause unnecessary damage.

I respect your honesty though OP, most people don't admit to their mistakes and swear blind the TV screen imploded of its own accord, or the iron mark on the carpet was there when they arrived.

abqkep · 13/08/2023 14:20

@SandyThumb you're not a nice person

eurochick · 13/08/2023 16:41

What was it that caused the scratch? Was the bottom of the pan rough? If so and it was a pan provided by the host I would not be inclined to pay anything.

SandyThumb · 13/08/2023 17:41

abqkep · 13/08/2023 14:20

@SandyThumb you're not a nice person

OK, right… 🤔
Or perhaps it’s just that the truth is uncomfortable?

People who are careless and damage stuff spoil things for everyone else. Once stuff is cracked or scratched it’s usually impossible to repair and WILL need to be replaced or the next guests will complain. Even if insurance covers it we all end up paying for it down the line. People just don’t seem to give a shit about other people’s property these days. Or they’ve never been taught to look after stuff by their parents.

The OP is clearly honest and embarrassed about the damage, but also delusional to think it can easily be repaired at low cost.

I’m just providing an alternative to the ‘hey diddums, don’t worry, it’s wear and tear and the money-grabbing owner will have to suck it up with their insurance’ narrative…

SandyThumb · 13/08/2023 17:44

eurochick · 13/08/2023 16:41

What was it that caused the scratch? Was the bottom of the pan rough? If so and it was a pan provided by the host I would not be inclined to pay anything.

If it was a problem with the pan it would have happened previously, surely?

OP - did you see your son “being over zealous with his cooking” or is this his version of events?

Janieforever · 13/08/2023 17:53

Odd thread. Scratch tend to be thin lines. 2cm by 2 cm, isn’t usually defined as a scratch. Although I get he’s scratched it and caused that amount of damage.

Spinningjenny23 · 13/08/2023 18:09

God, how awful, you poor things. I hope you get it sorted.

Every time I hear stories like this it reminds me why I'm too scared to ever rent Airbnb (lots of other reasons why we wouldn't choose them as an accommodation option either). I'm naturally so clumsy I'd always be terrified of breaking things and ending up owing a fortune...

Original poster
CharlotteBog · 13/08/2023 18:34

There must have been something stuck to the bottom of the pan that my son didn't notice. Maybe chatting or music playing. I do not believe he was reckless or that he is lying.

I have accepted responsibility, not said once I believe it's wear and tear, and that I accept the repair cost.

I am just stunned and upset it is £550 and that I was given 22 hours to pay/decline.

That it should be covered under insurance is reassuring.

OP posts:
Original poster
CharlotteBog · 13/08/2023 18:36

Janieforever · 13/08/2023 17:53

Odd thread. Scratch tend to be thin lines. 2cm by 2 cm, isn’t usually defined as a scratch. Although I get he’s scratched it and caused that amount of damage.

Goodness.

For clarity - when I said "my son scratched the hob" I mean "my son made a few scratches which cover an area of about 2 x 2 cm"

Since when does a scratch mean a single line?

OP posts:
Original poster
CharlotteBog · 13/08/2023 18:38

The OP is clearly honest and embarrassed about the damage, but also delusional to think it can easily be repaired at low cost

I'm not embarrassed. I wish it hadn't happened obviously but accidents happen.

I accept it will cost to repair, but £550 seems such a lot.

OP posts:
Original poster
CharlotteBog · 13/08/2023 18:39

eurochick · 13/08/2023 16:41

What was it that caused the scratch? Was the bottom of the pan rough? If so and it was a pan provided by the host I would not be inclined to pay anything.

Son says it was not flat.
Host states pans have been used w/o incident for years.

OP posts:
Poorlilthing · 14/08/2023 06:21

CharlotteBog · 13/08/2023 18:39

Son says it was not flat.
Host states pans have been used w/o incident for years.

Show quote history

Didn’t you get the pan out and take a look when he told you about the scratch and you went to look at it?

Poorlilthing · 14/08/2023 06:22

Because surely you could have taken a photo of the bottom of the pan as well

Original poster
CharlotteBog · 14/08/2023 06:32

Oh give it a rest @Poorlilthing
What is your intent? To catch me out? To make me feel bad?

I'm upset on holiday seeking advice.

OP posts:
OooohAhhhh · 14/08/2023 06:37

I don't know why you even said anything, you're too honest for your own good.
Like a pp has said, if the host can't handle a minor scratch then they shouldn't be hiring it out.
The hob will be replaced with the money you pay, but it will probably just happen again, as those hobs are nightmares and are so easy to mark.

CottonSock · 14/08/2023 06:41

I've just been horrified to find out the repair of scratches to my car is way more than I thought. Over 1k!
Op well done on your honesty. I would just apologise as you did, and me mention insurance.
Don't let it ruin your holiday.

Poorlilthing · 14/08/2023 06:56

CharlotteBog · 14/08/2023 06:32

Oh give it a rest @Poorlilthing
What is your intent? To catch me out? To make me feel bad?

I'm upset on holiday seeking advice.

Simple question

you say your son said the bottom of the pan wasn’t flat.

surely you’d get out the pan, have a look and send the photo to the owner along with the scratch itself

but you don’t seem to have even looked at the base of the pan?

CornishGem1975 · 14/08/2023 07:14

Ignore OP. You're going to get hounded by the vultures until you can take no more and post the picture just to satisfy them.

BeauSignoles · 14/08/2023 07:15

Give it a rest @Poorlilthing . Whatever the scratch looks like, the OP owned up to it and told the owner, sent her a picture even. What difference does it make how it happened?

Poorlilthing · 14/08/2023 07:17

Flipping heck
seemed totally reasonable question to me! Did you see the bottom of the pan and take pic. The pan your son said didn’t have a flat base.

🤷‍♀️

User13986509 · 14/08/2023 07:20

Most likely something trapped under the pan, I'm sure that was what caused ours.

User13986509 · 14/08/2023 07:23

We always check the pan bottoms now but we didn't before DH managed to scratch our hob, I also told DH not to be so vigorous when cooking. Gas is much better as you don't have to be careful with the hob

Piranhaha · 14/08/2023 07:25

It’s wear and tear. Even if you did pay to replace the top, you’d only pay the “remaining lifetime” not the full amount. Eg if a top is expected to last for 10 years and it’s 8 years old, the owner has already had 8/10 of the use out of it. So you would only pay 2/10 of the replacement cost. If it costs £550 in total you would only pay £110. Trying to charge you the full amount is cheeky!

Original poster
CharlotteBog · 14/08/2023 15:04

I have had a response from an Airbnb claims support ambassador

Just that host has contacted them (7 mins after my "decline").

They did not respond to my request to ask that I be able to handle this when I am back in the UK with access to something other than my phone and time to look into things.

Instead it is a standard long email with T&Cs and links to docs etc.

They have asked for more info within 72 hours otherwise they may move forward with the docs/evidence they have.

They have asked the host for the same.

They also said they could phone at 5pm (no time zone given) in a couple of days.

I wrote back straight away asking again about the request for more time, quoting their "we're here to help" statement.

I actually don't have much more info. I have no communication with host outside of the App, nor supporting documentation.

I did not sleep well through worry. Can I ask for no more "well I don't know why you told them" posts please?

I am posting this update for the benefit of posters who have been supportive.

OP posts:
AthenaWhite · 14/08/2023 15:55

Are you sure the scratch can't be removed? I had the same and it was a scratch/dull area. Couldn't get it out and accepted it as one of those things. then I found an old Mumsnet thread on cleaning glass hobs. Tried the recommended Astonish hob cleaner with a magic sponge and it disappeared. Amazing stuff!

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