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.

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'm guessing Airbnb don't tell you because it's not really in their interests to do so? I mean - if they're hoping you might pay up, why would they go out of their way to explain that you don't need to?

Yes, I would assume if the host wrote something in the Airbnb message system suggesting you refuse to pay, it would invalidate a claim from them on Airbnb

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

Why did you not claim through airbnb?

I claimed through my insurance In the end

In my case the guest actually paid up when I initially put a claim in, but at the time you had to submit a claim within 24 hours with a proper quote. The quote I got was for £325, but when they came to actually do the job they said they had to replace the cooker. So I claimed on my insurance and refunded the guest what he'd paid as I thought it was unfair to get him to pay a grand if I could get it on my insurance just as easily.

It was a total pain as getting a new cooker delivered when you have back to back bookings is difficult.

Update (not much to say):
My Claims Support Ambassador called (at the time agreed...good).

She just wanted to hear my side of events, which I'd already told them.

She will send me an email with next steps.
I said I was unhappy with host sending quote for 24hr emergency repair for a cosmetic scratch and that I find it strange that there is only one such stove top in the whole Province.

I asked about AirCover. She was reluctant to say more until after her investigation. I asked what happens if I refuse to pay, and she asked how much I was willing to pay. I said I was unable to answer that at the moment and will wait for her email.

I was aware that although the call was recorded, it's not the same as an email trail so I was careful to say less rather than more.

She did end by saying she was sorry I am in this position, that the process is not meant to cause upset and she wanted to help. That's the first time either the host or AirBnB have made me feel at all encouraged.

I have not actively refused to pay because I cannot see anything on AirBnB T&Cs which states this is what I can or should do.

While MN posters have been very reassuring it's still down to me to be sure I am doing it right.

I do feel more calm about it now that I am home. I felt untethered being away, and I have also been able to rant in RL with a good friend.

I think this is unfortunate, but wear and tear. I’ve rented properties and the scuffs and light damage are part of it.
I’d compensate for damage, but certainly not replace. If you scuff the wall carrying a case, do you repaint the apartment? It’s unfortunate that it can’t be repaired, but that’s part of why you get paid to rest your home.

I have rented out, properties - before I get jumped on!

I actually think you need to post the photograph if you want any actual advice as to what you should pay.

People declaring 'wear and tear' without having seen the damage is ridiculous really.

I haven't asked advice here on what I should pay, only that I thought what the host was asking for was a lot. I can do my own research on how much it should cost, but I needed to be back in the UK to do so.

I have also never said it was wear and tear.

My first post broadly outlined the situation and asked for any advice.

I will post the photo when the case is closed.

No more progress.

Since the phone call from AirBnB on Wednesday I had a further email (3 days later) asking me to confirm that he damage was an accident.

Then nothing. I did have a message from the host asking for an update which I was surprised about. I assumed she was being kept informed by AirBnB. I told her I'd had a call with AirBnB and that they would get back to me after their research.

It all seems quite slow and not very efficient.

I got an email last night.
They have decided that we are responsible (I have never said we weren't!) and that I need to pay £442.
I don't know why the price has gone down.
There is no option to decline, only to pay or appeal.

They have not said anything about AirCover or that they will pay if I refuse, only pointed me to the legal T&Cs which state quite clearly that if I don't pay they can take it further (court etc).

I have a list of things I'm going to look into before replying.

I just tried to call Kitchen Aid customer support in the UK and got a recorded message saying "due to the coronovirus pandemic we have changed our opening hours" - and they no longer answer the phone on a Saturday.

I think they need to update that. At least it's a change from the usual "we are experiencing unusually high call numbers" nb if you are ALWAYS experiencing high call numbers, it's not unusual. I digress.

Oh dear.

surely your evidence is the picture of the underside of the frying pan which caused the scratch?

If its just a cosmetic scratch as you say then a court would see that I assume.

Can you offer to pay the excess of the hosts insurance?

Unfortunately with this type of hob if there is a deep scratch that COULD mean that there is even a chance that water could get through then it should be replaced especially in a commercial setting. And the cost is pretty high.

You say you aren't asking for advice on what you should or shouldn't pay but that confuses me to be honest. Any advice is impossible without seeing your evidence.

Air bnb generally sides with the guest over the owner

So I suspect that the photo of the scratch was quite alarming

And may explain the OP’s reluctance to post it

I quote what I said a while ago "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."

You say you aren't asking for advice on what you should or shouldn't pay but that confuses me to be honest. Any advice is impossible without seeing your evidence.

My initial post was made while I was overseas and had been presented with a large bill. I was upset and thought I would ask about the process of dealing with these things through AirBnB.

I did in fact receive a lot of advice and felt reassured.
Feel free to step away from the thread if you find it confusing or are frustrated that I haven't posted the photo.

So it was a sizeable scratch

do you think the amended figure is still unreasonable?

and has air bnb provided a breakdown ie presumably that figure includes some reasonable compensation to the owner

Yes it was sizeable.

I don't know if the amended figure is still unreasonable. I am trying to obtain the serial number of the appliance and contact Kitchen Aid in Canada.

No, AirBnB have not provided any sort of breakdown.

I am collecting all the information I need, along with the questions I have and will write back to them.

I have until the 18th to appeal.

From what I gather from my sibling - that figure will include compensation for the owner’s time, sourcing and arranging repair and explaining to future guests about the scratch

I've actually tried to help you several times. Sadly you are totally ungrateful! Hey ho.

Just pay up. You have left someone out of pocket.

OP. Have you checked with your travel insurance? This may be covered. Do not assume that because it is an AirBNB there is no cover. Well worth looking into. And it means that the travel insurance company then deals with AirBNB and you do not have to.