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.

We are no longer in the rental.

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

No really. It is VERY annoying when people quote the OP abs if people don't mention it, other people won't learn.

Can't we get a yellow pages French polisher?

French

@nameitagain You OK hun? You seem a little invested in policing the internet.

Please just listen to us and don't do it again Honey. None of us like it

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.

But then you say you

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

so genuine question but what would extra time do?

Extra time would allow me to read all the T and Cs, to do my own research into how much such a scratch should take to repair, to look into my own insurance, to see if I can find similar incidents.

And you can’t do that on your phone?

And surely you could delegate some of the research to your adult son?

It is not unreasonable to ask for a bit more time. Even time to consult legal advice or do some research. Plus, this should not spoil your holiday.

My thinking. No reply from them.

She could, perhaps, but she is on holiday and all these things are easier on a laptop.

But I suspect you are here on a windup, as you seem so gleeful and righteous.

😐

Maybe poor internet connection? Certainly easier on a laptop

FINALLY, the host has agreed to wait until I am back home to pursue the claim.

Airbnb resolutions have been awful: not answering that simple request, just saying they want to call me, that next week doesn't work for her schedule.

Host is keen to press on with the repair as there is only one stove top in the whole of Ontario (an area of 1 million sq km!).

We broke a chair in an Airbnb last year just by sitting on it. Told the host, but they just shrugged and no charge. I think it comes with the Airbnb territory. (Also the chair was clearly rubbish!) After all, we’d probably have said in our review (if we’d had to pay when a chair broke) to be careful of the chairs!

Jesus. JUST SAY NO. Air bnb will pay if you refuse.

If air bnb don't come forward with more help, comment on their Twitter feed. That will get you a quick response!

How do you know this?

Because I am an Air BnB host, on lots of groups on Facebook with other hosts. It's the way the system works under the Host Guarantee.

Oh right, so you do know (sorry if you've posted up thread and already said).

I would like to reassure myself that this is the case and not that they will pursue the claim down a legal route.

I would like something in writing from Airbnb that states if I refuse that they will pay the host.

I did post twice before, others told you the same.

Look on the Air bnb help pages at host guarantee, it explains the process. That's why you accept or decline to pay. If you decline the host can then claim from Air BnB under the host guarantee. They want to give the guest the chance to pay up so they don't have to.

You also seemed worried that the host can fake the quote. Air bnb insist on proper quotes, it's a problem with the system as they can be difficult to get in a short time frame.

I also told you that those hobs are expensive to replace/repair. A guest smashed mine and it cost me £999.

@Movinghouseatlast
As I've said, I am on holiday on my phone, I'm not keeping track of posters.

I don't think I suggested host was faking quotes, only that she had used a 24hr emergency repair and she's telling me there is only one stove top in Ontario.

I already declined to pay last Sunday. Why did this not kick start the process of Airbnb paying?

Why don't Airbnb or hosts make it clear that all I have to do is say no and then I'm in the clear? Instead I've been pointed to T&Cs and agreements etc.

I have felt reassured by what I've been told here and am grateful for that, but until I heard that I had been given the time I asked for all I had was "if you don't reply within 72hrs we proceed with the docs we have" (something like that).

The host has to start the process to claim from Air BnB, it isn't automatic.

Hosts often don't know the process they have signed up for or they don't understand it. They would also fear Air BnB punishing them if they were actively encouraging guests not to pay up. Obviously Air want guests to pay rather than them having to.

@Movinghouseatlast thank you.