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.

I have appreciated your help. I am sorry if I haven't explicitly thanked you.

I have no seen any guidance in what airbnb have sent me which says if I decline to pay that airbn (air cover) will pay.

The process has been:
They asked for money
I declined and asked for more time.
This triggered airbnb doing their own research.
They did this and then asked for a little less money (with no reason given for the reduction). My option then was pay or appeal. This was Saturday morning.
This is all just buttons - pay or not, no option to ask questions.

I am in the process of doing my own research into how much it should cost. I have to contact Kitchen Aid in Canada. I have asked AirBnB to send me the serial number of the appliance - no reply.

I intend to ask them about AirCover, but I was waiting until the outcome of their research before doing so, which as I say above I only heard last Saturday.
Monday was a Bank Holiday in Canada.

and explaining to future guests about the scratch

How much value would you place on that?
"Dear Guest, there is a cosmetic scratch on the cook top".

@Movinghouseatlast

you said "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."

When I refused to pay it didn't go back to AirBnB to pay, it went to them doing their own research.

When I say 'refuse to pay', I mean that was the only option I could take (buttons) if I didn't want to just pay the whole thing up front.

Maybe it's different in Canada.

I've just re-read all your messages, and I'm afraid my experience of how it works is not what you're describing.
I declined, it didn't kick start the host claiming through AirCover, airbnb requested less money - I pay or appeal.

Yes and she says that she has had those pans and the hob for years w/o incident

So the hob is old, probably worth very little. Check out the price of a 10 year old hob and offer them that.

You’re not an air bnb owner and so seemingly struggle to comprehend that many are very proud of their property and how it is presented to guests.

i suspect this owner has been on air bnb for years and never ever submitted a claim before. They have provided the photo of sizeable damage.

the guest has admitted to the damage.
the guest hasn’t provided photographic evidence of the offending pan with the uneven base.

it all seems very reasonable to me 🤷‍♀️

You shouldn't be required to pay for the replacement; you need to pay for the value of the item you broke, which will be considerably less as used, X years old, etc

But if replacement is the only option, which it likely will be in the case of a sizeable scratch on a glass job. Not something that can be repaired.

A new hob would be 'betterment' in UK law at least. The Air BNB owner has had, by her own admission, for years so wear and tear will be taken into consideration.

Exactly and at that price, which will likely include compensation, I reckon that has been taken in to account. Whereas the initial price indicates by the owner rather than Airbnb, did not

that's how it works, though.

If someone crashes into you and destroys your car, you'll get the value of the car covered. It won't matter if replacing it will cost more.

Why? So you can rub your hands with glee?

One thing to say you are curious to see the scratch so you can give your opinion, and another to add an exclamation mark as if you're waiting for an exciting show to start so you can entertained.

After a week of no response and me sending emails to chase up (via the resolution ambassador and AirBnB help), I get this waffly, infuriating non-reply.

My comments in bold. Incorrect name changed.

Hi Samantha,

this is the name of the host, not me

I hope this email finds you well. I am writing to address a recent issue regarding the cook top model that your host provides.

The issue refers to me asking for the model and serial number

Firstly, I would like to offer my sincerest apologies for any inconvenience this may have caused you. It seems that your host does not provide a specific model for the cooktop and only offers an estimated amount. We understand that this lack of information can be frustrating, especially when you are looking for specific details about the appliances.

The apology is for not replying to my email for a week. The she states what I asked. Then she acknowledges how I might feel about it

We strive to provide accurate and detailed information about the listings on our platform, and we apologize for any discrepancies in this particular case. Rest assured, we have taken note of your concern and will be working closely with the host to ensure that more specific information regarding the cook top model is included in the future.

The actual answer to my question - we will not give you these details. As part of the host's evidence she sent a photo with a QR code and I think the model and serial number. This AirBnB did ask for this information. I cannot read it at all. It is too blurry and code does not scan.

We value your feedback and appreciate you bringing this matter to our attention. If there is anything else we can assist you with or if you have any further questions, please do not hesitate to reach out to us. We are here to help.

Every email states I should not hesitate to reach out (barf) to them, yet when I do they don't reply for a week. They say they are here to help. It doesn't feel like it

I would like to let you know that my shift for today is about to end and I will be out of the office due to my scheduled rest day.

Thank you for your understanding and patience. We truly appreciate your continued support as we work towards improving our services.

More waffle

Her other email.
My comments in bold.

Hi Charlotte,

[Claims Abassador] here.

I hope this email finds you well. Firstly, please accept my sincerest apologies for the delayed response to your previous email. I understand that timely communication is crucial, and I deeply regret any inconvenience caused.

She understands it, yet offers no explanation. When I presented with a time frame in which to submit my appeal I would expect them to reply in less than a week

I assure you that I have thoroughly reviewed your concerns and will do my best to address each one of them to your satisfaction. I understand the importance of your queries and the need for prompt resolution.

All she did was point me to the ongoing case, which gave me no additional information

Once again, I apologize for any inconvenience caused by the delayed response. I value your time and your feedback, and I am committed to improving our communication channels to better serve you in the future.

Waffle. Doesn't help me at all

Thank you for your patience and understanding. I look forward to resolving your concerns and restoring your confidence in our services.

More waffle. Doesn't help me at all

It just seems a bit mean to be enjoying someone else's misfortune.

I went back to the owner to ask for the model and serial number (when I didn't hear back from AirBnB). AirBnB general phone help (who told me clearly they were nothing to do with claims and couldn't really help) suggested I do this.

I think AirBnB have already settled with the host. I imagine this was done when they upheld her claim. She did reply saying the matter was closed and wished me all the best.

You said "looking forward to seeing the photo!"
I read that as something more then curiosity.

! = strong emotion.

No. The host has been paid (I think). She doesn't want to talk to me. Fair enough.
AriBnB are asking me to pay.