How to Handle a Damage Dispute in an Airbnb
Airbnb offers an affordable option for people looking to be more comfortable as they travel.
However, there are downsides to staying in a host's home rather than a hotel. Whereas hotels are designed for constant streams of visitors and often have furniture built to last, at an Airbnb, you may be staying on old or cheap furniture that a host is using in order to maximize their profits.
And while most reputable hotels will have regular room inspections from staff to check for any wear and tear, Airbnb damage disputes are oftentimes he said, she said situations. If you are in an Airbnb and something breaks, there are a few steps you should take in order to ensure that you are not on the hook for damages out of your control.
I have used Airbnb for years and have had a grand total of one dispute over damages with a host. But by following these steps, I was able to effectively work with Airbnb to come to a fair resolution.
Step 1: Assess if you are actually at fault. If you are, pay for it.
We have all heard the stories of fat cat Airbnb management companies pulling in millions of dollars from hundreds of apartments, but the reality is that the average Airbnb host makes less than $1,000 a month. These are likely people just like you who are trying to supplement their incomes and stay in their home sasn rents in many major cities climb faster than wages.
If the damage is normal wear and tear, then the guest won't need to pay. But if you broke something through actions outside of regular wear and tear, even if it was unintentional, it is the right thing to do to pay for the damages you didino this person's home. The host will likely take the money out of your security deposit, but you may need to arrange for additional payments for larger damages to their property.
Step 2: Take pictures of the damage right away.
Pull out your phone and take pictures of the damage. Some people take pictures before they enter an Airbnb in case of any damages, but after a long day of travelling I rarely want to peek in every nook and cranny of an apartment. Still, it's always a good idea to take photos the moment damage occurs. You will want to have these photos in case of a dispute with the host.
Step 3: Contact the host through Airbnb immediately.
You should never communicate with a host through a medium other than Airbnb. Remember that communicating through the app is meant to ensure the safety of all parties. Airbnb will put less weight towards screenshots of text messages or your description of a phone call than communication within their app, which they know cannot be fabricated.
I always recommend communicating through written message rather than trying to call as that way there is a clear record of who said what and when. If there are damages to thAirbnb, you should want to contact the host immediately, first to show that you are not trying to hide the damages and second because you are entitled to accommodations that comply with the specifications listed in the ad. If the fridge in your Airbnb is not working, then the host has a responsibility to fix it to provide you with the amenities you paid for.
Keep your communication through Airbnb so there is a record in case of a dispute.
Step 4: If the host does not respond, contact Airbnb
In my own case, I had arrived at my Airbnb in a small beach town for a holiday weekend. When the wooden bed frame came apart as soon as we sat on it, we could not get a response from the host, who was likely enjoying their own festivities.
A host is supposed to be ready to respond to any issues during check-in and when they were not available, I decided to contact Airbnb. The Airbnb bot is available through the app (always go through the app whenever possible!) and I was advised to call Airbnb Community Support. I explained to the representative that the bed had come apart when we had sat on it (certainly normal usage) and was unusable. They advised us to wait while they tried to get ahold of the host, so we sat on the floor and put on a movie while we waited.
After about an hour, they reached out to us through the app and neither one of us had been able to reach the host. If you are still able to use the Airbnb, they will likely have you continue to stay in the accommodation if it is useable. In our case, because it was the only bed in the apartment and there was no room to put the mattress on the floor, they put us in a hotel and paid for half of the difference in price from needing to book a last-minute room.
Step 5: Wait for the host's claim in the Resolution Center
Hosts have up to 60 days to make a claim on a deposit, and you must respond within 72 hours. If you don't respond, then Airbnb will go ahead and process the claim.
Read through the host's claim several times before crafting your response. You will want to respond to any points they make in their claim that you disagree with. The host has to prove that you caused the damage in order to be awarded the money, so you will want to respond to any claims they are making. It doesn't feel good to be accused of doing something you did not do, but do not let emotion come into it. It is best to be professional and matter-of-fact as you go through this contentious situation.
Never pay a host directly. All damage disputes should be handled through Airbnb's Resolution Center.
Step 6: If you hear from the mediator, prepare your response.
If you decide to dispute the claim, then the host can elect to involve a mediator through Airbnb. They will gather information from both sides of the dispute and make a decision. The mediator's judgement is final, and you cannot escalate the situation any further. You must respond to the mediator within 72 hours or they will automatically rule in favor of the host.
A good response will have the following elements:
- Highlights from your positive reviews. If you have dozens of positive reviews all saying you are very respectful of the property, it would certainly be wise to point out your positive prior experiences with Airbnb hosts as a testament to your character.
- A complete and truthful description of how the damage came about. You may be tired of explaining what happened at this point, but this will likely be the last time. Thoroughly explain what happened so that a mediator just coming into the case can be armed with the facts. If the host is making up damages completely, point that out and explain how the items in question worked while you were in the apartment. This is your chance to tell your side of the story.
- Pictures of the damage. This is important for establishing whether the damage could have been accidental and if anyone in the dispute is being less than truthful. In my own case, the host argued that the bed that had broken was brand new and was solid wood, but the pictures I had taken showed that it was made from particle board. I think that was a big part of why I won the dispute, as the host was clearly not telling the whole story.
- All of your communication with the host. This is why you want to only communicate through the Airbnb app. The Airbnb mediator can see that your communications are undoctored, and the host cannot make any claims that you admitted to causing the damage when you did not. Showing that you immediately contacted the host and did not try to cover up the damage at all goes a long way in these disputes.
- A response to any unreasonable charges or claims. If you broke a wine glass and the host starts demanding hundreds of dollars to replace it, you would certainly balk. For my damage dispute, the host asked for $900 to replace the bed, and I expressed that this sounded a bit high for a particle board bed frame. If there is damage to the Airbnb, the host cannot simply make up a number they would like to charge. They must produce receipts for replacements or estimates for repairs.
- The phrases "wear and tear" and "reasonable use". Hosts are providing you a place to stay, but they cannot expect furniture to be in the same condition after months or years of use. If the damages could have come from normal wear and tear, point that out to Airbnb. Normal wear and tear is to be expected; if it's something like small scratches where the dining room chairs meet the floor, then that is to be expected after a while. Also, point out if the damages occurred during reasonable us. A chair should be able to support the body weight of a regular-sized person, a closet door should not come off the tracks when it is slid open, and you should not need to pay for damage that results from using a piece of furniture for its intended purpose. Doing parkour in an Airbnb is likely to lead to some damages that you would be responsible for, but making reasonable use of a piece of furniture should not.
- A response to the host's claim of purposeful damages. In my case, I questioned how the damage to the bed could have occurred if it was not caused by us merely sitting on a cheap wooden frame. I pointed out the bed was close to the wall and questioned how we might have caused the damages outside of reasonable and regular use of the bed. If a host is saying that you damaged the Airbnb, the onus is on them to provide an explanation and proof.
Step 7: Wait for a response
I waited anxiously for a final decision from the mediator but resisted the urge to reach out. The host must take time to draft their own response and the mediator must review all the pictures and evidence that is provided, as well as request any further documentation they need before making a decision.
In the end, because the damages had occurred from regular use of the apartment and I had maintained professional and prompt communication with Airbnb, they found in my favor. However, the whole ordeal did make me a bit more nervous about how I might be making myself vulnerable to spurious claims. In the future, I plan on taking a video of myself entering my vacation rentals and going through the apartment to show the state of the place when I arrive. Staying in a vacation rental may be an affordable alternative to a hotel, but you are certainly much more at risk of running across an unscrupulous host.
Looking for a job? In addition to encountering those annoying never-ending job interviews you may find yourself face-to-face with an artificial intelligence bot.
Companies worldwide increasingly use artificial intelligence tools and analytics in employment decision-making – from parsing through resumes and screening candidates to automated assessments and digital interviews. But recent studies claim that AI does more harm than good.
While AI screening tools were developed to save companies time and money, they’ve been criticized for placing women and people of color at a disadvantage. The problem is that many companies lack appreciable diversity in their data set, making it impossible for an algorithm to know how people from underrepresented groups have performed in the past. As a result, the algorithm will be biased toward the data available and compare future candidates to that archetype.
The City’s Automated Employment Decision Tools (AEDT) law is designed to offset the potential misuse of AI and protect job candidates against discrimination. It was enforced on July 5th, 2023 in New York City - with other cities and states expected to gradually follow suit. Employers must now inform applicants when and how they encounter AI. Furthermore, companies have to commission a third-party audit of the AI software used, and publish a summary of the results to prove that their systems aren’t racist or sexist. Job applicants are able to request information regarding what data is collected and analyzed by the AI. Violations of the law can result in fines of up to $1,500.
Replacing Human Hiring Decisions
However, should a job applicant want to opt-out of such impersonal judgement by a bot, the new law's scope is quite limited.
While the law specifies that instructions for requesting an alternative selection process must be included in the AI screening disclosure, companies aren't actually required to use other screening methods. Not to mention that the law only applies to AI in hiring and not any other employment decisions. It also wouldn't apply if the AI, for example, flags candidates with relevant experience, but a human then reviews all applications, making the ultimate hiring decision.
Some civil rights advocates and public interest groups argue that the law isn’t extensive enough and that it’s even unenforceable. On the other hand, businesses say that it’s impractical, costly, and burdensome, and that independent audits aren’t feasible.
Responsible use of AI in hiring
Although this law may be a good first attempt to assign more regulatory guardrails around AI, it remains to be seen if it ensures the responsible use of AI in hiring processes. At the end of the day, perhaps recruiting talent should remain a human-made decision.
The good news is that AI can help companies without harming potential job candidates in many ways – such as connecting new employees with internal organizational information and company benefits during onboarding. Or helping employees to do their jobs more effectively rather than replacing them.
There’s all this talk about solo travel. And for good reason — no wasting precious time waiting for others to get their act together, take the plans out of the group chat and actually buy the tickets. Going solo, you can be spontaneous. You can plan your trips according to your precise tastes. You can hop on any flight and fly awayyyyyy.
But what if each time you flew you’d get a free ticket? That’s what you get with the Southwest Companion Pass.
Award status, upgrades, lounge access — there are many perks in the frequent flier game. But one of the coveted holy grails is the Southwest Companion Pass.
What is the Southwest Companion Pass?
The Companion Pass is part of Southwest’s Rapid Rewards program. You get to choose one person to be your “companion,” and they fly with you for free (plus some taxes and fees) on every flight. That’s right. Two for the price of one. That’s half off each ticket if you split it! Whether you’re flying with a partner, family member, friend, or anyone else, they can tag along for free.
And it gets better: once you earn the pass, you can reap the rewards for that full calendar year … AND the next. That’s why people go mad trying to earn a companion pass during the early months of the year. The sooner you qualify, the longer you can use it.
There are also no blackout dates. There are no limits. And if you didn’t purchase the ticket (think: work travel, your companion, or a generous benefactor), there are no restrictions! As long as you’re the one on the plane, your companion can also … be on the plane.
You can also switch out your designated companion 3x a year. So, no need to stay in a relationship simply to get the most out of your companion pass! Ghost and fly away — with a whole new companion!
If this sounds too good to be true — it’s not. But there is one small catch. It’s kinda tough to earn this mega reward.
How to qualify for the Southwest Companion Pass?
You can qualify for the pass in one of two ways:
- Fly 100 qualifying one-way flights
- Earn 135,000 qualifying points in a calendar year.
Clearly, this is no small feat — especially if you’re trying to qualify ASAP.
So how do you actually earn the Southwest Companion Pass?
Don’t worry, there’s a path to earning this amazing reward without climbing on 100 flights or spending an exorbitant amount of money.
Earning 135K reward points may seem completely impossible, but it’s easier than it sounds. Simply sign up for a Southwest Credit Card and turn those spending habits into a rapid rewards account. Through the Rewards Priority Credit Card, earn points when using local transit and commuting, plus score major points and miles whenever you spend.
Stay with me here. This is not some scheme to get you into credit card debt. Many airline cards come with potential savings, giantic rewards, awarding you points, and cashback with every purchase you make that can be redeemed for travel. And often they can come with passive sign-up bonuses. If you spend a specific amount of money within a certain timeframe of opening the card, you can be in for a windfall of points.
Now that’s where the companion pass comes in:
- Southwest Rapid Rewards Premier
- Southwest Rapid Rewards Plus Credit Card
- Southwest Priority Credit Card
- Southwest Rapid Rewards Premier Business Credit Card
- Southwest Performance Business Credit Card
Southwest has three personal cards and a business card. Each of these cards offers rewards between 30K-80K points. In the past, people could open two cards and get a bonus that granted enough points to almost meet the minimum. However, with new restrictions on personal cards, you can only get one bonus every 24 months. Boo!
However, this doesn’t apply to business cards. If you’re eligible, have good credit, and not likely to spiral into insane credit card debt, you can open a business card and a personal card, and accrue 100K+ points. The Rapid Rewards Priority Credit Card will get you points after you spend money in no time.
Now to earn the rest of them.
The secret to gaining these credit card points is to plan your card sign-ups around big purchases. Just before a recent move, I opened a card . . . and the rewards came rolling in — a small balm to ease the pain of how exorbitant moving can be.
Put everyday spend — especially big purchases or bulk items — on your Southwest credit card and watch your award points quickly add up. Typically, you earn 1 point per $1 spent on your Southwest card and 2 points per $1 on actual Southwest purchases.
But there are other ways to earn points, including:
- Flying Southwest: Booking travel on Southwest earns more points. The cost of this travel will be worth it with your companion pass
- Shopping from Rapid Rewards Partners: Purchases with Southwest’s “Home & Lifestyle” and “Shop and Dine” Partners also earn Companion Pass qualifying points. While you shouldn’t make gratuitous purchases, browse Southwest’s partners to see if you could earn extra points for items you'd be purchasing anyway. All this, simply from enrolling in their Dining Program and shopping with their partners.
So there you have it! And since it’s almost Spring, get to earning and soon you’ll be flying two for the price of one!