The Situation:
A San Francisco Airbnb host recently encountered an issue with a guest who caused damage to their property. During the stay, the guest scratched the walls in several rooms, leaving noticeable marks that required professional repair. The host, concerned about maintaining the property’s high standards, promptly filed a damage claim with Airbnb.
However, despite providing detailed descriptions and photos of the damage, Airbnb denied the claim, citing insufficient evidence. The host was left frustrated and concerned about the cost of repairs, which amounted to $800.
How Claimbnbassist.com Stepped In:
After receiving the denial from Airbnb, the host reached out to claimbnbassist.com for help. Understanding the importance of maintaining the property’s condition, especially in a competitive market like San Francisco, our team quickly got to work.
Evidence Review and Enhancement:
We began by thoroughly reviewing the initial claim and the evidence submitted by the host. While the photos and descriptions were solid, we identified areas where additional context and documentation could strengthen the case.
We guided the host to obtain a professional repair estimate, which clearly outlined the cost of fixing the scratches.
We also assisted in providing a more detailed timeline of events, including communication with the guest, to further support the claim.
Crafting a Compelling Appeal:
With the enhanced evidence in hand, our team drafted a comprehensive appeal to Airbnb. We emphasized the importance of maintaining the property’s quality for future guests and the direct impact of the damage on the host’s ability to attract bookings.
We highlighted the professionalism of the repair estimate and explained how the damage directly resulted from the guest’s actions.
Our appeal also referenced Airbnb’s own terms, showing that the host had adhered to all guidelines for reporting and documenting the damage.
Persistent Follow-Up:
Our team maintained consistent communication with Airbnb’s support team, ensuring that the appeal was reviewed promptly. By keeping the pressure on and providing any additional information they requested, we ensured that the case was given the attention it deserved.
The Outcome:
Within just two weeks of submitting the appeal, Airbnb reversed their initial decision and agreed to pay the full $800 to cover the repair costs. The host was relieved to have the situation resolved quickly and was able to restore their property to its original condition without incurring out-of-pocket expenses.
