The Situation:
A host in North Carolina faced a frustrating situation when a guest damaged the door of a washing machine in their rental property. The guest had attempted to open the washer door before the cleaning cycle was complete, causing the door to jam and rendering the machine unusable. Concerned about the potential cost of repairs or replacement, the host filed a damage claim with Airbnb.
However, Airbnb denied the claim, arguing that the damage was due to a defect in the washing machine rather than the guest’s actions. The host, left with a broken appliance and no compensation, reached out to claimbnbassist.com for help.
How Claimbnbassist.com Stepped In:
Understanding the urgency of the situation, our team quickly began gathering evidence to support the host’s claim. We knew that proving the damage was due to the guest’s actions, not a pre-existing defect, would be key to overturning Airbnb’s decision.
Professional Evaluation:
We arranged for a certified appliance technician to inspect the washing machine. The technician confirmed that the damage was not due to a defect in the machine but was instead caused by the guest’s improper handling. The report clearly outlined how the forced opening had caused the door mechanism to fail.
Detailed Appeal Submission:
With the professional evaluation in hand, our team crafted a strong appeal to Airbnb. We emphasized the findings from the technician’s report, making it clear that the damage was directly attributable to the guest’s actions and should be covered under Airbnb’s Host Guarantee.
We provided the technician’s detailed report as evidence, which directly contradicted Airbnb’s initial assessment of the damage being due to a machine defect.
Our appeal also included photos of the damaged door and a timeline of events, showing the immediate impact of the guest’s actions.
Persistent Follow-Up:
Understanding the financial burden of a broken appliance, we ensured that the appeal was treated with the urgency it required. Our team maintained consistent communication with Airbnb’s support team, providing any additional information they requested and pushing for a prompt resolution.
The Outcome:
Within two weeks, Airbnb reversed their initial decision and agreed to pay the full $750 to cover the cost of repairing the washing machine door. The host was relieved to have the matter resolved quickly, allowing them to continue offering a fully functional property to their guests.
