During a recent trip to Merida, MX our family stayed in a beautiful Airbnb property located near the city center. The morning after our arrival I woke up early to make breakfast while Kyle fetched us some coffee. I quickly learned I was not cooking on a glass stovetop but instead a gas hob with a glass cover. You can read about my unfortunate discovery and full details on how I caused damage to our Airbnb rental.
>Read More: What Happens When You Cause Damage to an Airbnb? Asking For a Friend
I wrote the prior piece just a couple of days after the incident occurred and we were still uncertain of what the next steps would be but now a couple of weeks later after everything has been settled here is how it went down for our specific incident.
It Was Quite Easy
The homeowners are not local to Merida and use a property manager (PM) for meeting guests and upkeep of the property. The PM would serve as our point of contact during our stay. After the damage to the glass stove top cover was done and we had most of the mess cleaned up, we contacted the PM and told her what had happened. We were told that she would be in touch with the owners and someone would most likely come by the home in a day or two to assess the damage and help get a quote for the cost of a replacement piece.
After a couple of days the PM herself arrived to measure the cover area and look for the make and model of the stove. Of course this particular appliance was a German import and we struggled to find any information on replacement pieces online. After failed attempts to find any ideas of price online, we prepared ourselves for the worst.
Our week in Merida came to a close and we still had not heard back on the cost of the replacement but were told that the hosts were aware and would be in touch with us once they had a quote. We could sense that our hosts were quite understanding and we appreciated their forgiving demeanor. Still uncertain of what would happen next, we headed home.
Later Communication With the Owners
Once we arrived back home, Airbnb prompted us to review our stay. This was one of our best experiences with Airbnb as far as how easy going everything was from checking in and out, the beauty of the property, amenities and support from the property manager. Even though we had this unfortunate accident, we still hoped that the hosts would allow us to come and stay again on any future visits to Merida.
We were so relieved to receive this message from our host. Not only was the cost for the replacement lower than we had anticipated but they also welcomed us back and offered us a discount on a future stay. Needless to say, we can’t wait to return and have already been planning our trip back.
>Read More: Why We Are Spending Our Iberia Avios on Coach American Awards
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Here is what our step by step process through the Resolution Center on Airbnb looked like:
Reflecting on what we should have done before the PM left the property lead me to this quick checklist for the next time I stay in an Airbnb:
- Take a tour of the property with the host or property manager (that way you know where to find towels, a hidden laundry room and you may even notice a glass stove top cover)
- How to connect to the Wi-Fi (ask for passwords or get connected if you need to use Wi-Fi during your stay)
- What is expected from you as far as cleaning up afterwards? (We were told we didn’t need to strip the linens or wash towels – different properties have different expectations)
- Where does the trash go when the bin is full? (If a stay is longer than a day or two, the bins can fill up quickly)
- Parking situations (Does the home have a garage that you can access? on street parking?)
- Local Emergency Numbers
- Property Restrictions
Conclusion
The outcome in this situation was better than expected and the resolution was quite seamless and painless. One key element for us during this whole situation was keeping good communication with the PM and our host. We can’t wait to return and now that we have seen what can happen in a bad situation are more confident to try other properties offered on the site.
Have you ever caused damage to an Airbnb? How was your experience with the resolution process? What would you add to my Airbnb checklist?
Last week my family and I were in an Airbnb in Norway. The beds were so flimsy that my older brother broke one of them through normal sleeping patterns. After we left, he sent a really aggressive message to us about the bed. Afterwards, we offered 50 bucks to get the bed fixed, and he complied.
Tip of Advice: If you don’t pay, there is nothing they can do about you.
My daughter had this same accident in an airbnb in La Spezia, Italy.
She was cooking a pasta dinner with her friends on the glass not realizing it was just a cover. It exploded everywhere.
She called the owner who immediately came over and was quite distraught that the girls may have been hurt. Everyone was okay and the owner insisted the girls eat their dinner while she cleaned up . No charge.
I’m glad everyone was ok, glass pieces shot as far as ten feet away in our experience. The property manager was also very concerned and supportive. You are the only person we have encountered to have ever seen one of these glass covers in the wild. I am glad your situation worked out well, mine did too.
I just had this happen to me this morning and my friend shared your post. Thank you for sharing your experience. I’m horrified and embarrassed! I need to contact them. The on-site people speak no English so I couldn’t have asked if I wanted to. I have stayed in 15+ Airbnb’s but have never seen a glass top on a stove before!!
Yes i damaged a light fixture. Some genius mounted a glass lamp fixture on wall at a low height between foot of bed and wall, no more than 30″ wide walkway. I got up to use bathroom half asleep and walked right into it shattering glass everywhere, even behind bed. They didnt charge me as im sure theyre just relieved i didnt sue them.
Loved your article and above all your writing style.
It’s funny your list at the end is what I have included in my welcome package that I send to all my guests for my two properties on Airbnb. One in LA just by Universal studios, and the other in Orange county just by Disney. This way no need to coordinate to see the guests upon arrival letting them check in any time even in the middle of the night if they want to. I’m a host since 3 years and never lost my Super Host status. That incident would have never happened at my properties because 1) I have chosen furniture and appliances that are modern, slick but also standard so that most people know how to use. Easy TV. Easy coffee maker. Easy door code system. Easy Nest thermostat. As an example I first installed Nespresso coffee machines but realized those are not for most Americans so I added a nice traditional coffee maker with free unlimited Folgers. Everyone knows how to use it. 2) I have a one pager House Manual that guests receive 24 hours before check in.
That said I have had a couple unpleasant experiences with guests who unlike you, didn’t care. But that’s very rare, fortunately. Thanks again for this great post.
Sincerely,
Leplubo.
Hope you guys payed them anyway.
We did and even if the amount was higher but that’s what it costs to replace we would have replaced it then too.
You’re a responsible guest by owning up to your mistake. I am a host in Mexico and this happened to my guest a couple days ago. Unlike you, she is refusing to pay for it’s replacement, claiming I should have advised her regarding the stove . In all fairness these glass lid stoves are very common in Mexico and have been around since I was young. I am also familiar with glass cooktops and can easily distinguish between these and the former. It is therefore, impossible for many host to foresee this happening. I am also a guest and whenever I come across an unusual item I’ll stop before using it, especially if I’m in a foreign country. Fortunately, my guest was not hurt but her refusal to pay and blame the damage on me is very insulting.
Sounds like an excellent outcome to me.
We have rented too many vacation homes/condos over the years to count, from one bedroom studios to 5+ bedroom luxury villas. The best experiences were ones where the property was professionally managed. A good property manager knows his/her market and can “manage” the owner as it relates to guest expectations at certain price points, what is breakage vs. norm wear and tear. Etc.
Two management companies we regularly deal with on St. John, USVI will not allow guests to skip the walk thru at check in, the renter is required to meet with the greeter. I protested once when we were repeat guests of the same villa and the manager stated that its policy because they want to know of any potential problems/questions immediately, not the next day. It keeps the guests happier in the long run.
Family and friends use our vacation home and even though they aren’t paying, I still make sure they have all the information they need to maximize their stay. I have a small binder with property info, entertainment instructions, wifi codes and operating instructions/manuals for appliances.
This happened to me in San Miguel de Allende about 10 years ago! Ahh! We are in an Airbnb in Mexico City now and the first thing I noticed was that damn class stove cover.
I was reading this article as I had a problem with a guest, I have a property on airbnb in Guatemala City and we received a reservation for 1 person in my property for 1 week. Before the week ended we received several complains from neighbors that there were parties on our place and a lot of noise at 2 pm. Once we investigated we were informed that a total of 6 persons were staying at the property (guest only paid for 1) and when they left we found a lot of cigarette burns, on furniture, on the beds, the sheets. I evaluated the costs of repair and we came with an amount of $250 and sent the request to the guest, we never received a response from the guest. Not even an apologize for the damage. I am glad that not all the guest are like that and in the end we received the money from airbnb “host guarantee program”.
You’re a responsible guest by owning up to your mistake. I am a host in Mexico and this happened to my guest a couple days ago. Unlike you, she is refusing to pay for it’s replacement, claiming I should have advised her regarding the stove . In all fairness these glass lid stoves are very common in Mexico and have been around since I was young. I am also familiar with glass cooktops and can easily distinguish between these and the former. It is therefore, impossible for many host to foresee this happening. I am also a guest and whenever I come across an unusual item I’ll stop before using it, especially if I’m in a foreign country. Fortunately, my guest was not hurt but her refusal to pay and blame the damage on me is very insulting.
We had a lovely airbnb stay in a converted railway carriage with (what we thought was) a glass roof to star gaze from the bed.
There were lots of flies in the local countryside with some biting midges, so the owner thoughtfully lent us some insect repellent.
When we came back one evening there were lots of flies in the carriage congregating inside the clear roof.
We sprayed a small amount of the insect repellent towards the flies.
Unknown to us…a) the roof wasn’t glass but polycarbonate, and b) the Deet ingredient in insect repellent melts polycarbonate.
As a consequence there were some hazy patches on the roof which cannot be removed.
Like you, we accepted responsibility and informed the host immediately we recognised the damage.
The cost of replacing the roof is £700 (£250 parts and £450 hosts labour). Given that this was an unprecedented and unpredictable accident is it fair that we pay the full amount?
The host provided the spray (but not anticipating that we would spray it anywhere other than on ourselves) and surely should have home insurance cover (for which we would happily pay the excess).
The host was lovely and we gave eachother great reviews at the time. But only now, 6 months after our stay have we been informed of the replacement costs. We have offered to pay for the roof or any insurance excess. Is this reasonable?
I’m a little surprised that there isn’t a statute of limitations in terms of how long they can take to respond. We used to live in England for many years and the timeline doesn’t surprise me but I would push back some given the amount of time between the event and the resolution.
Try contacting Airbnb and just ask how long a repair cost typically takes to register and what your responsibility is. Asking the question never hurts and frankly, if they had taken a year, would you still be responsible? Two years? I can’t see an endless liability so there’s probably something in place to protect you in this situation.
Really interesting experiences and I enjoyed reading your story. The most important thing is no one was hurt! I’m on my 16th Air BnB and just had the first experience of damaging a unit. My host left no cleaning supplies and I used the same Clorox wipes I use at home on her laminate (I believe) kitchen countertop and it definitely marred the surface. While it’s cosmetic, not functional, damage, I, as an owner, would want it replaced. Should I contact her or AirBnB first? Any tips for handling this smoothly. I take responsibility but don’t want to be ripped off either. This topic is surprisingly unaddressed in most Air BnB forums. Almost all the stories are on very bad guests who are wreckless, careless and try to evade responsibility. Thanks in advance for any advice you may offer!
Hi Jason,
Thanks for your comment.
For my situation it made sense to reach out to our host’s property manager as we had been in contact with her quite a bit during our stay. For your situation, I might try reaching out to Airbnb first and see if they are able to provide you with some advice about how to proceed. I would take photos of the surface and also explain that there were no cleaning supplies provided and you used a cleaning product that you are familiar with and use in your own home. I hope that you and your host are able to work out something reasonable for you both. Feel free to reach back out if there is anything else I might be able to help with!