Job H.

We own two expensive homes that we rent out in vacation areas. This year we added Airbnb as a site to book our home in addition to Homeaway and VRBO. We had numerous rentals booked thru Airbnb as well as the other vendors and maintain 5 star status with excellent reviews. One of our last rentals of the seasons through Airbnb places a renter innonevour homes who did over $1,500 in damages. We contacted Airbnb immediately and contacted the renter as well. We supplied well documented pictures and a written estimate from the contractor with a full assessment of damage and costs to repair. Airbnb told us that our contractor must have a raised seal on his estimate paperwork and it cant be a Word document. We told them a small family owned contractor business does provides estimates on a home computer with simple letterhead. Then they wanted a video of the danage in addition to photos. It was a complete runaround and then they denied us payment. We are disgusted. We were disrespected as property owners by Airbnb and treated like we were trying to get one over on them when the renter is the bad guy. Anyway, a caution to property owners. Airbnb is not easy to deal with regarding property damage claims and we have decided to terminate them. Homeaway just earned our loyalty and rights to do business with us.