The Situation:
A New York Airbnb host encountered a challenging situation when a guest accidentally stained a sofa in their rental property. The stain was significant and required professional cleaning beyond the usual turnover service. The host, concerned about the impact on the property’s appearance and future guest experiences, filed a damage claim with Airbnb.
However, Airbnb responded that the stain should be covered under the standard cleaning fee, not as a separate damage claim. The host, frustrated by this response and the prospect of having to cover the additional cleaning costs out of pocket, reached out to claimbnbassist.com for assistance.
How Claimbnbassist.com Stepped In:
Understanding the host’s frustration, our team immediately assessed the situation. We recognized that the cleaning required for the sofa went far beyond typical turnover cleaning and that the stain should indeed be considered damage.
Clarifying the Nature of the Damage:
We worked with the host to gather detailed evidence of the stain, including high-resolution photos and a description of how the guest caused the damage. We also obtained a quote from a professional cleaning service that specialized in upholstery, clearly indicating that the cleaning required was not part of standard turnover services.
Strategic Appeal Submission:
With all the necessary documentation in hand, our team crafted a well-argued appeal to Airbnb. We clearly distinguished between routine cleaning included in the cleaning fee and the professional services required to remove the stain.
We highlighted the terms of Airbnb’s policies, showing that damage requiring specialized cleaning is not the same as regular turnover cleaning.
Our appeal included the professional cleaning quote, emphasizing that the $350 cost was directly related to the guest’s actions and could not be absorbed into the general cleaning fee.
Rapid Response and Resolution:
Given the urgency of the situation, our team followed up persistently with Airbnb to ensure the appeal was reviewed quickly. By maintaining open lines of communication and providing any additional information immediately, we facilitated a swift resolution.
The Outcome:
Within just three days of submitting the appeal, Airbnb reversed their initial decision and agreed to cover the full $350 cost for the professional cleaning of the stained sofa. The host was extremely pleased with the quick resolution, allowing them to restore their property’s condition and continue hosting without interruption.
Conclusion:
This case demonstrates the importance of distinguishing between routine cleaning and damage repair in Airbnb disputes. At claimbnbassist.com, we’re committed to ensuring that hosts receive fair compensation for damages, no matter how small or large. If you’ve been told that damage is just part of your cleaning fee, don’t settle—let us help you get the compensation you deserve.
