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.
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.
Send or Request Money on Airbnb
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
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?