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 imagine I will have to pay. My mistake was not to get the model and serial number of the cooktop at the time.

None of my questions have been answered by AirBnB so I am in no position to do any of my own research. I don't know what else I can do.

The idea that you would be ‘distressed’ if you got a scratch on a stove top is frankly ridiculous. It’s a hob, used for cooking on, not a priceless work of art!

It’s amazing how many people tell someone who has damaged a holiday let ‘ don’t worry, it’s only a scratch, their insurance will cover it’ then expect perfection in the holiday let they stay in.

I’ve just had to make a fairly sizeable claim against an Airbnb guest for damage and I strongly suspect I will never see that money.

To be clear, I accepted we made the damage right from the start, and have always been willing to pay. The conflict is in the amount that has been requested and the great stress has been trying to communicate with AirBnB.

Why do you think you will never see the money @AnxiousPangolin ?

I would like to have a breakdown of how AirBnB reached the amount they are asking for. They have reduced the initial amount requested, yet have not responded to me either asking for a breakdown of costs or why the cost decreased.

I mean more the other posters telling you ‘it’s only a scratch’ (despite not even seeing a photo of the damage) and saying that hosts should just suck up any damage and claim on their insurance.

I doubt I will get the money back because it was considerably more than the housekeeping deposit and as far as I can tell, there’s no comeback for him if he chooses to ignore the demand.

I doubt I will get the money back because it was considerably more than the housekeeping deposit and as far as I can tell, there’s no comeback for him if he chooses to ignore the demand.

If I had ignored the demands AirBnB would pursue the claim. This was made quite clear to me right from the start.

When I 'declined' the original demand it went to AirBnB to resolve/research. They came back to me (upholding the claim) and my option then was to 'pay' or 'appeal' (the quotes are to indicate that it was a button option, not a real person to discuss the issue with).

Despite many people on here (including hosts) saying if I declined that AriBnB would simply pay for the damage, that has not been my experience at all.

OP, Airbnb may pay the host for the damage and still come to you to pay them back, same as your car insurance might pay you out and then take up the claim with the person that bumped you.

Yes, that makes sense. I can understand that the host (who now has her money) doesn't want to engage in the issue any more, but it would have been kind of her to provide the information in a form that I could read rather than the blurry image that AirBnB were happy with.

God, yes, that is rather infuriating!

@MNHQ why all the deletions? Which guideline did that poster break?

What was the blurry image of?

It's a QR code and a bunch of numbers which I presume are the model and serial number. It's of no use to anyone.

I've included it here.

Meanwhile, I lodged my appeal on the 8th Sept. They say they are 'working hard on the issue' and I will hear in 3 or 4 days. Currently day 5.

I emailed claims ambassador on Monday, also no reply.

That would be very helpful surely with manufacturer for nearest like for like replacement

Yes, I am unable to do my own research because they won't give me the information I've requested.

If I ever stay in an AirBnB again I will be sure to get all the info I might need myself. I honestly thought they would be able to remove the scratch. We were also leaving the apartment that day so didn't have a great deal of time.

Lesson learnt (to the tune of over £400 mostly likely).

The model number is gold

simply Google kitchen aid and the model number

and up it will come

It’s not a bunch of numbers

it actually stipulates “model number”

I don't understand, can you identify the model number from the image?

@CharlotteBog it’s this one I’m pretty sure. This is the whole unit though.

https://www.kitchenaid.ca/en_ca/major-appliances/ranges/electric-ranges/electric-slide-in-range/p.30-inch-5-element-electric-convection-front-control-range.ykseg700ess.html

Insert kitchen aid YKSE

and then further letters are automatically added which you can narrow down to which one it was by looking at images

YKSEG700ESS

Ooh same one posted as other PP

took a moment to google op. Model number is the gateway!