How to Claim Extra Charges at Your Airbnb Without Upsetting Your Guests
For property owners involved in Airbnb management or short-term rental management, handling extra charges delicately is key to maintaining positive relationships with your guests. When cleaners report an issue at your Airbnb, it’s critical to approach the situation with care before attempting to charge additional fees. Rather than immediately accusing the guest, a non-confrontational approach can help resolve the issue without creating conflict.
Cleaners might occasionally miss damage caused by previous guests, and it’s unfair to blame subsequent visitors. So, before proceeding with any claims, here’s a step-by-step guide on how to handle these situations effectively.
-
Obtain Photographic Proof
Photographic evidence is essential for any claim. Without it, platforms like Airbnb are likely to deny your request for compensation. After receiving photos from your cleaners, send them to the guest and politely inquire about the situation. For example, you could say:
*”Hi [Guest Name], our cleaners have notified us of some damage/a cleaning issue during their inspection today. Could you please let me know if you’re aware of what happened?”*
This wording is non-confrontational and doesn’t blame the guest, giving them a chance to explain what occurred. In our experience with Airbnb management, guests who have caused damage are often willing to admit fault and cover the costs. However, be prepared for some guests who may deny responsibility to avoid payment.
-
Consider the Consequences
If a guest insists that they did not cause the damage, it’s often better to absorb the cost (as long as it isn’t significant) than to push the issue. A negative review can do more harm to your short-term rental management business than the cost of minor repairs. It’s crucial to weigh the potential loss of future bookings against the short-term gain of recovering the costs.
-
Submitting a Claim Through Airbnb’s AirCover
In rare cases where the issue persists, Airbnb’s AirCover protection allows you to submit a claim within 14 days of the guest’s departure. Initially, this claim is sent directly to the guest. If the guest declines to pay within 24 hours, the claim will be escalated to Airbnb, which will then make a decision based on the evidence provided. Be sure to gather all necessary documentation, including photos and receipts for any damaged items or extra cleaning fees.
For other booking platforms, you might have the ability to withdraw funds directly, along with an explanation of the reason for the charge. This can be a more straightforward process compared to Airbnb’s approach.
-
Be Mindful of Small Breakages
As an experienced property owner involved in Airbnb management, you’ll understand that small items like wine glasses, mugs, and bowls will occasionally break. Rather than charging guests for these minor issues, consider it part of the natural wear and tear of hosting. Regularly checking inventory and asking your cleaning staff to replace items as needed can save you the hassle of dealing with claims for smaller breakages.
-
Consider the Impact of Bad Reviews
While Airbnb’s review policy states that retaliatory reviews may be removed, in our experience, this doesn’t happen often. Guests can still leave negative feedback if they’re upset about extra charges. Before filing a claim, ask yourself whether the potential for a bad review is worth the amount you’re charging the guest. Maintaining a high rating on Airbnb and other short-term rental platforms is crucial for the success of your property.
By handling damage claims with a balanced approach, property owners can protect their Airbnb management business and avoid unnecessary confrontations with guests.
