Tag Archives: airbnb protection

AirCover: Pretty Webpage, No Substance or Truth

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Airbnb’s “AirCover: Top-to-bottom protection” is a load of lies. Most of what is on the website is completely untrue. “Host damage protection covers you if your place or belongings ever get damaged by a guest during an Airbnb stay” — that’s the protection promised by Airbnb. The host damage protection Airbnb says it has is 90% of the reason I felt comfortable enough to list on Airbnb. But as I’m seeing from all the comments, it’s all completely untrue and just a scam from Airbnb to get us hosts to list with them.

I had a guest damage the washing machine making it completely inoperable. After submitting every single thing required as listed under the reimbursement process on the host damage protection page, I was told that wasn’t enough and they needed a “damage report from a reputable company.” They then told me that the first one submitted wasn’t good enough because it didn’t say with “certainty” how the guest broke it.

It took me almost a month of going through every repair company in the city to find one that was willing to guess with “certainty” how the guest might have broken it. Most companies either told me that wasn’t their job, or they didn’t want to guess in writing due to liability issues with the third parties involved. After getting a sufficient damage report submitted, I was told “we will proceed with the payout.”

“Oh great,” I thought.

Five days later I’m told because the washing machine was ten years old that it has no value and they will pay $0 for its repair or replacement. Why did they jerk me around for a month to get a damage report if they had no intention of paying in the first place? Then said they contacted their supervisor and will pay 20% of the repair.

Basically the fine print under host damage protection means for my listing that, with the exception of the new fridge and hotplate, the guest could destroy every other appliance and piece of furniture in my unit and Aircover would pay me $0 to repair or replace the damaged items because of the “proper deduction for obsolescence and physical depreciation.” This wouldn’t have bothered me so much if they were just honest up front about it, instead of telling hosts lies like “host damage protection covers you if your place or belongings ever get damaged by a guest during an Airbnb stay.”

In Canada I could not find a home insurance company that would cover anything to do with Airbnb. I had an almost impossible time trying to find insurance that would cover just me because of the Airbnb rental under the same roof. I finally did, but they won’t cover anything related to the rental. I foolishly thought that would be fine because Airbnb offers and brags about their “$1M damage protection,” which doesn’t actually exist for hosts.

Lesson learned. I will keep looking to find insurance to cover my listing. In the meantime I’ve taken down my listing and am trying to decide if I even keep using a company like this that lies up front to their hosts. I will probably end up switching to another company that is at least honest up front about what they cover and don’t cover.

Complain to Airbnb about Your Privacy

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I wanted to share that I emailed Aisling Hassell using her email (aisling.hassell@airbnb.com) to complain about Airbnb’s new policy of requiring guests to upload a photo of their government ID. I got a response from response@airbnb.com:

Hi [Name], a wonderful day to you! This is a community education specialist and I would be glad to assist you today. I understand that this situation is difficult, but let’s try to find a solution. I’ll make sure to exhaust all resources I have to resolve your concern.

The identification info you provide to Airbnb is governed by our Privacy Policy and transmitted using secure encryption, the same process that websites use to transmit credit card numbers. When we receive information from your driver’s license, passport, or national identity card, we store the number in an encrypted form, so you should only have to confirm your identity once.

Only authorized Airbnb employees are allowed access to your original documentation for troubleshooting or internal purposes. Our third-party databases store information according to our written instructions. If allowed under the laws of the jurisdiction where you reside, you may request that Airbnb not process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest.

If you object to such processing, Airbnb will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing, or such processing is required for the establishment, exercise, or defense of legal claims. You may exercise your rights to object just tell us.

Other Airbnb users who are concerned about their privacy could try emailing Aisling or just response@airbnb.com and then requesting to exercise their right to object to data collection. The Airbnb privacy policy also directs users to opt-out@airbnb.com.

Your Personal Safety Comes First With Airbnb

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I have heard hundreds of horror stories from neighbors, guests and hosts alike. First of all, I cannot believe the number of people who give total strangers the keys to their home. Unless these hosts are changing the locks after each guest, they are asking for huge problems. A guest could easily have a copy of the key made and come back to the home at any time. Since guests book online, you have absolutely no idea who these people are who are staying in your home. It could be another Ted Bundy who may rape and kill your daughters. It could be another Jeffrey Dahmer who may rape and kill your sons. It could be a serial killer who could return in the middle of the night at some future date and kill your entire family. Or, in a less violent scenario, the guest may return sometime while you are away and rob your home. If you are going to allow strangers into your home:

1) Get a copy of the driver’s license of any guest who will be staying at your home.

2) Get an electronic front door lock and change the code after each guest departs.

3) Be sure you have dead bolt locks on all bedroom doors where your family members are sleeping.

In the US there are all sorts of online sites where you can check people’s backgrounds. Sign up for a membership to one of these sites and do a preliminary background check on each guest who will be staying in your home. There are actually a lot of very nice people in the world and you may be lucky enough to host some of these people in your home. However, there are also some very unethical, sick and violent people out there. Your first priority should be to protect yourself and your family.

Hosts Get no Protection from Airbnb

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I am currently with my very first guest from Airbnb. I have been renting my two units successfully for four years but on a monthly basis, from 35 days to 8 months at the time. I had established procedures on checking on my tenants and being very careful to whom I rent. I even learned how conmen work and could recognize them immediately. This first guest of mine was very disrespectful from the very beginning. Due to a mistake on Airbnb’s part they did not charge her the entire amount she owed, and now I cannot collect the balance. I called customer service twice and the second time, the girl said they had no record of my first call. I don’t want to go through the whole story, but after careful review of the posted terms and conditions, hosts need to understand that Airbnb does not protect their interests. Their platform is that they are only an advertising agency and the contract is between guests and hosts. They are not obligated to take care of claims on damages, payment issues, or similar problems. This is not hotel management. You are on your own. Of course, I am very experienced in knowing what my rights and obligations are under the law in my state, and I have no problems filing claims with the court. However, as a host, I don’t vet the tenants and I don’t have their billing information. So, it is almost impossible to file a claim in court against problematic tenants. Airbnb policies are not acceptable. You need to understand that they will not provide any help and they are not obligated to provide protection to hosts. Simply find another place to advertise.