You should Charge Airbnb Guests For Damages - ALWAYS

Hot take: You can 100% of the time always charge a guest for damages or extra cleaning from parties, smoking, pets, etc. And there is a secret method to never have it negatively affect your reviews.
This is the only time that I have been this public about one of my secret resolutions systems from my 150 unit portfolio.
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[@tomburkard9961]

Your content is so valuable. Don't bother with personal stuff or jokes. You're not boring by any means.

[@davidsuarez3199]

Every time I watch any other YT channel on STRs, I always go "yuks." You're great just the way you are Sean. Thank you for all you do.

[@renaissanceman21c]

It's interesting: I used to have a security deposit fee for each of my properties. About two weeks ago I was browsing my settings and realized that the security deposit is now no longer present. Additionally, when I sought to add security deposits again, the option was nowhere to be found. I call Airbnb customer support to ask them about this. The person with whom I spoke said, "You can't charge a security deposit." I explained that I used. She was oblivious to this issue. She was adamant that Airbnb never allowed guests to charge a security deposit. I didn't feel like arguing with her so I let it be.

[@jonathanagudo5204]

Awesome content as usual Sean, so glad to be a student learning all of this to not get screwed by the guest or Airbnb. I never thought you were dry but you are to the point and easy to follow 🎉

[@j72969]

Hi Sean, keep doing what you’re doing, providing valuable content. Jokes are not necessary. Thank you for all you do! God bless you.

[@mickyfinn023]

Thank you Sean your videos are the most comprehensive on KZbin. Much appreciated

[@winningedge19]

We just had our first meaningfully bad guest that caused damages. This was very helpful!! Thank You Sean.

[@nezaral-ansari7772]

Sean your channel is absolutely amazing and provides so much value. Your really making Airbnb more valuable by helping hosts with professional advice.

[@gladiepenetrante245]

I really appreciate your videos.Thanks a lot.

[@nubianqueenti]

I am so happy I found you here on KZbin. You are a true ho giver. I have learned so much from your videos, I am 71% booked after listing my property in about a week and a half. Blessings to you Sean. No wonder why you are doing so well with your Airbnb properties, you give from your heart.🙏🙏🙏.

[@SellingontheSpot]

Fantastic and hugely valuable information! Thanks Sean!

[@bikenraider99]

Excellent perspective and context on conflict resolution. Having the customer solve your problem is a great way to get buy in and resolution.

[@kaialubbers5275]

Thank you so much for all this content! it really helps me set up my listing! knowledge is also entertainment!

[@djdower1]

Thank you Sean, used your suggestions today!

[@livinthedream894]

Thank you, that was informative and will help me tweak my resolution process.

[@GingerGillen]

Hi Sean, thank you for this info! Very helpful!

[@papamatthi]

Just value is fine! No jokes nessessary. Thanks for your videos.

[@josephpaulson4479]

thanks so much for this amazing information! subscribed

[@SethSutherland]

I actually prefer the "dry" to the point content delivery. You give us so much value in these videos so keep it up! I listen to most of your videos while doing other things so the visual content is not as important.

[@darrellhubbard267]

Wish we had a video like this months ago. Thank you for the awesome content.

[@AirbnbAutomated]

Sorry I’m late to the party

[@choyu6339]

Thanks for the video, I am getting ready for my second Airbnb

[@FOBinDisguise]

Thank you for the videos as always. I'm also looking forward to the arbitration video.

[@MrNOAH504]

I literally just watched that video the day before yesterday. So I'm intrigued to hear your thoughts. (I typed this as I was still watching.)

[@davidsuarez3199]

Sean, I think you are the best and don’t need to change your approach in any way.

[@ingosiris]

Good stuff. Thanks for the video

[@jannaparker5758]

So helpful - thanks!

[@marcerozo]

Sean, I love you just the way you are! Educational, deep, analytical! (dry?lol) I can't stand the other guy jokes, he loses me at minute 2. No time for that.

[@KarrieHidderley-pd5tz]

Great post thank you! 👏👏👏

[@playhousefilms368]

One of your best videos since you retired. Tks

[@lucsimard1931]

Hi Sean! Just catching up with your past videos, WHAT A GOLD MINE!!! Thank you for your service SIR 🌞

[@tammyrussell-rice5508]

Don't go changin'. We love you the way you are. ☺️

[@yeseniasplace]

So much great information. 😊

[@Utubewatcher007]

No jokes- just info! Doing a great job!

[@christinelafage7667]

Hi Sean, thanks for your video, you do not need to change your style as it is yours period . No need to "globalise" your attitude, I enjoy you as much as Rob as you 2 talk from a different anlge about the business. Complementarity is the game in my opnion.

[@winstonliu6442]

great stuff as usual

[@mahreenmirza]

Love this guy.. that is all

[@flightographist]

I use the carrot approach like you suggest when I have damage worth pursuing, like $400 Egyptian cotton sheets. I do not bother guests about broken wine glasses or inexpensive items, my time is worth much more than that. Every interaction takes time and time is money, for me anyway.

[@stephaniemathis5890]

Yeah I don’t think it makes sense unless you have over a certain amount of properties.

[@raisingadventure4311]

All of this info is so incredibly helpful! When will you be starting your own platform so that we can move to it?

[@bradchristian4944]

You are fabulous as is. Great personality, channel is jammed with valuable content.

[@AirbnbAutomated]

Thank you so much

[@odessamcduffie4051]

I was denied a claim for $1500. One of the things I was told by Airbnb was that I was supposed to have talked to the guest first. There were a number of other things that I felt was unfair and I requested an arbitration and to this day a month or so later I have not been granted access to arbitration. In another situation A guest brought a dog into my home which was not allowed. House rules stated that if pets were brought in there would be an additional $250 fee. Airbnb after some time only paid $200. In my communication with Airbnb, it seems clear they do not totally honor the house rules or feel it’s mandatory that guests honor those rules and fees. In spite of guest breaking the rules, you must prove actual damage with photos and prove that you have tried to work things out with the guest

[@GSL4396]

I ve been doing airbnb almost from the beginning of the company. They had change so much n had become very difficult to pay us for damages. I have a bunch of bad experiences w them that weren’t paid.

[@datlas333]

Love the content and presentation Sean. Question: My guest has not left a review yet, and probably will not. I started the draft for the Res Center/Air Cover, but do you suggest I wait til the 13th day of her checkout to submit it so that I meet the 14 dy requirement to file, and in hopes she will not negatively review me before her 14 dys to review are up?

[@socalstr]

Spectacular content. This was one of your best videos yet. And no, we don't care about your personal experiences or dad jokes.

[@melissacraig9941]

Looking forward to the direct booking video!

[@vLifeSystem]

Looking forward to the direct marketing videos!

[@josemariamori]

No jokes, please. Your content is perfect just as it is

[@Hankuuu]

Airbnb is a nice company and treated Hosts very well especially when something happened from guests they helped a lot. I had a guest didn't pay my breakfast fee. I involved Airbnb. Airbnb even covered for me. But I don't want to abuse Airbnb's love. If guests' damages not a big deal, I always cover by myself and make Airbnb less works. Only if it is a big party or big damages, of course, I will do. I hope Airbnb can earn money with Hosts together, not Hosts put all responsibility on Airbnb only. I always pray for easy guests coming each week, away difficult guests. I believe Airbnb want easy hosts, too. Probably doesn't want to see hosts request money from them all the time just like guests ask Hosts for a refund and made you so worry.

[@petec7458]

Agree. Standing at other people's point of view

[@tizoc3873]

Most guests are very nice. My house's internet was shut down for 24 hours. Guests couldn't watch Netflix at night, but they were very nice and didn't charge me back for the compensation or refund. If guests damaged my stuff less than 50 bucks (about 5%-10% chance only) I always just let them go. Most guests absolutely knew they made mistake and will be so happy at the end when host forgives them. I am happy, too when guests don't write a bad review about Internet and instead say how good my house is. If I can ignore small damages each time, my anger gets less, my brain can focus more on fun things to do during the day and relax. I don’t have to spend hours, like a full time job, to think about Airbnb's guests all the day. It can make me love to do Airbnb more and host longer! (just my personal idea FYI. not support or against Sean or anyone's idea)

[@jianne.5268]

I just did some calculations. One of my Airbnb houses in Downtown Los Angeles during 2021. Unexpected spending: Guests totally damaged my stuff under $50 was 17 times, 13.2%, I lost -$356.8 and I didn't charge guests. Unexpected Earning: Guests canceled the reservation unexpectedly likes sick or emergency, 2 times +$849 which I took all money and didn't help them, plus Guests didn't show up, 12 days, which saved me about total $217 AC and utility fee count by average daily cost. Total earning +$1,066 and I didn't refund any to guests. I felt I already earned a lot. I am thinking about it. If I still charged guests these 17 times damages, which I need to take photos, file and run through the process, think about theses trash guests or revenge them that I have to spend 17 times x 2 hours= total 34 hours on my brain. If I do a part-time happy job $25/hour, I already earned $850 (2X more). FYI.

[@meingshing7686]

just my approach, I'd like to use 20% time to earn 80% money. Dealing with the resolution center is painful, for me, its kind of like using 80% of my time to earn 20% money back. I don't bother unless its major damages. I did one time. I waited until the last min on day 14, 00 :03 min. I submitted my bad review and requested money from the guest. I knew the guest didn't have enough time to write a bad review back to me, I won and was happy. BUT I was super nervous, like a heart attack waiting. After that, I wanted to quit Airbnb and switch to Long-Term rental. I told myself, bad reviews or small damages are all fine. We are generous. Maybe I will earn 20% less in total but I also earn 80% more freedom. Airbnb can be like Invisible shackles. I try to manage it so they no longer restrain me every day. I don't need to discuss Airbnb with my family every day every min. Airbnb is more like passive income investment for me. I like it better with less thinking, less worry. When I go outside with my kids, I enjoy all the time to see the beautiful world.

[@carlbess441]

To Meing: I changed my Airbnb App Icon to be the number "10" to remind me that for each guest message, booking, complaint, good, bad review, I must finish in 10 minutes and move on so I can stop thinking about it. I keep track to see how often Airbnb interrupts my life, surprisingly, it is 114 times a month of, 16 bookings (7/2022). And average 1 time every 6.5 hours. I wrote an app that will pop up a Spanish vocabulary word each time I get an Airbnb notification. After 3 months, I already learned about 300 words. It helped me change how I felt about Airbnb notifications, not just going to repeat thinking about Airbnb

[@ajackson9326]

Ty

[@greateralexander]

Great information. Have you ever used superhog to do an approved credit card deposit? I’ve been using it lately and this helps insure that our properties are also not being booked by a 3rd party.

[@MySoulCompass]

Amazing and helpful info - thank you!!! So do you recommend or not recommend having a security deposit on airbnb? That wasn’t clear.

[@nidd0]

Unfortunately, I had a disappointing experience with Airbnb's handling of host reviews. It seems that when false or inaccurate information is shared by guests, Airbnb does not adequately support their hosts. It's disheartening to see the platform prioritise subjective opinions over factual evidence. I hope Airbnb takes steps to address this issue and ensure fairness for hosts who are unjustly impacted by misleading reviews.

[@ygagarin5572]

I got to Sean's channel after watching dozens of STR youtubers, and I'm just amazed how this guy converts all his experience into powerful tools. The fact he is not afraid to share all the business secrets with his potential competitors just makes me admire him even more.

[@AirbnbAutomated]

You are way too nice. Thank you.

[@ygagarin5572]

@@AirbnbAutomated I'm not too nice. I'm just purely realistic. I was in a different type of business for 30 years with huge corporations as my direct competitors, and I know how tough the life can be. I'm thinking about getting involved with STR next year, I'm listening to dozens of your videos every day trying to learn every single aspect of something absolutely new to me. I'm enjoying the content and the way you address things to the audience. My hat off, Sean, and great respect!

[@jeuronmcmillan9862]

Hey Sean, keep the videos educational and dry. I like them! I have learned so much from watching you and appreciate the detailed information you provide.

[@spencerhall4452]

Due, well done, I has been disagreed with you for a few things in the past, because situation is different in different part of the State, but this is a good one, keep it going, I am on the team defending hosts against unfair treatment from airbnb.

[@AirbnbAutomated]

Some things we can come to the dinner table on, like family

[@mastergaw]

Super helpful, and so timely as we are navigating through a claim! Curious how to handle smoking, and lingering odors? Rules clearly state a fine applies but there’s not really an invoice for this?

[@AirbnbAutomated]

There is an invoice if you also own a cleaning and remediation company

[@Fabio_Costa_Music]

Great video, thanks. One thing: the background music sounds like my mobile phone ringing! Confusing feel I have to run and go check! 🙂

[@arizonashopper5095]

The hardest part is when you don't have a way to know WHICH guest did the damage, many times. Like plumbing damage bc someone used those evil (non) 'flushable' wipes. Or other things that take time to appear, so you don't know who did it. Not to mention the number of people who cover up the damage they did so you won't notice right away (supergluing some art back together, or taping a piece of glass so that it isn't readily apparent). Thank you for the info on the damage that IS obviously tied to a particular guest, though. :)

[@Booth22705]

Great info and I am tracking with you. On principal though, wouldn’t it be better for the guest to feel the financial consequences especially for the repeat offenders who don’t respect others’ homes?

[@bws14]

Hey Sean, very helpful video! I appreciate you sharing this information as the information and the flow of the conversation is extremely helpful and makes the entire process so much smoother. Thanks for all your efforts and being willing to share with all of us!

[@NikolaPiterskiMiami]

keep them bad jokes!!! great content as always, boss:)

[@vingleam1190]

Can you post a video about how you deal with growing your business in emerging markets that are harder to enter into because of STR license restrictions?

[@healthcarehacks]

For small damages that are unintentional, such as a broken glass or plate, do you just count that as the cost of doing business? I’m still trying to get my systems in place and want to be prepare for as many situations as possible.

[@DOLCEKAYEXOTICAL]

I had hosts on AirBnB also try to stalk me and withhold my property that I left there. It was so bad I felt so unsafe that I had to leave my work station and go back home to work there. AND AIRBNB did nothing

[@spacerage3d]

We don't need jokes, or flashy videos, we need absolutely stunning quality information that you're already providing!! thank you so much for all you do! I've learned more from you in the 2d of finding you, than in months of watching other more 'fun' videos! I'm here to make money not have fun! :)

[@spacerage3d]

the fun comes later lol

[@floridachickstinyadventures]

Is the arbitration video out yet?

[@uJUSTsawMYname]

Sean- Thank you for the content. Re: the security deposit issue do you believe that the guest is less likely to damage the property if they feel like they have some financial risk? Also, what percentage of listings DO charge a security deposit? In other words are we hurting our chances to get booked by asking for a security deposit?

[@proppo4924]

Thank you for your advice. We recently received an easy $1,000 payout from Airbnb as a result of your earlier advice to include fines and fees in the House Rules. Smoke in the unit - $200/day. Bingo. We also don't bother with small charges, cost of doing business, but it will get mentioned in the review.

[@mitcheyfilsaime2753]

Hey. What strategy did you use ? I have a guest that left smoke smells but it was easily removed with deodorizers. Found paraphernalia. The guest hasn’t left a review so would you wait for the 14th day to file a resolution ?

[@proppo4924]

@@mitcheyfilsaime2753 Yes, write a request to the guest to pay the smoking fee on day 13. When they don't respond, elevate it to Airbnb. Have plenty of pictures of the paraphernalia.

[@opulentcorners6277]

Interesting. How is it possible to charge a smoking fee based on the number of days stayed? Any chance you can share your wording? thanks!

[@lindsayoung3]

Thank you for this video! Have dealt with lots of this during the summer. I have a question to follow up: how do you review the guest if something like this happens? Do you warn other hosts or give them a positive review?

[@AirbnbAutomated]

You cannot speak on whether they agreed to pay for damages, because claims take time. But you can speak on the facts of how the home was left and otherwise their behavior

[@espressoman1234]

What is the cutoff point for "drafting" the resolution with photos, etc, without actually submitting it? How do you create and timestamp, but "save as draft"?

[@smartmoneyken1243]

Any thoughts on host income protection?

[@gabrielsantiagoaramayoguti4339]

Airbnb removed the security deposits months ago. The only way to charge it is off-platform through API-connected software (OwnerRez for example).

[@AirbnbAutomated]

And Off-platform API based deposits are the ones that are actually real. But airbnb still has their security deposit language in their TOS so it made it into the video

[@gabrielsantiagoaramayoguti4339]

​@@AirbnbAutomated Might be on the guest's side, on the host's side they clearly state that it has been removed.

[@ivovicente9806]

Can I ask you what happens to the guest in these situations that hosts activate the aircover insurance? Will abnb reach out to them and make they pay for the repairment? Is the guest profile suffer any changes? In case the guest refuses to pay for the damage they caused? Thank you for your reply and help.

[@lilspyke33]

so the punchline is basically wait for the guest to leave their review first, and then submit the air cover claim? is it even necessary to reach out to the guest?

[@lobstergod6866]

Please write an Airbnb book 📚

[@kammyc]

Do you do this for small items (under $10) that are stolen?

[@cayman2010]

So we should turn on the security deposit feature?

[@simonorth2727]

I don't care about the entertainment keep giving the value. :)

[@Ralith09]

I've not seen a security deposit on listings anymore? Is it there still?

[@Ralith09]

Does Airbnb still even allow us to set deposit? I don't see it anymore in my listings

[@MrDance4meh]

A clear timeline would be helpful as it matters greatly. At what point do you send the guest that message? I know you draft the claim asap but at what point do you submit the claim? At what point do you review them, if so?

[@javiermelendezrealtor]

How do you deal with guests that steal? Do you still use the same outreach message saying you'll handle with Airbnb insurance?

[@CarolCreates]

I don’t think Airbnb have “deposit” in the additional charges section anymore? I think it’s now purely AirCover. They don’t include a deposit on a guest’s booking.

[@Elaw73]

Sean - how is Proper Insur going to pay anyone for small items like your video suggests when their min deductible is $1000 ? I just emailed my proper insur Rep about this and he sent back “You would need to have property damage exceed your deductible, in order to file a claim. “

[@AirbnbAutomated]

I will research this. Alternatively, you could use superhogs waiver program .

[@Elaw73]

@@AirbnbAutomated thanks Sean. FYI I did confirm my above comment with 2 proper insurance reps I have policies with. Link to superhogs tip?

[@kimberiysmarketstrategy]

Let me ask when a guest has more yes than stated when do you charge them during their stay after their stay or after you get your review

[@Mrhiteshsharma]

They say to contact the guest for compensation first for 24 hours. If he didn’t pay or reply then Airbnb would “help”. Asking for that compensation from guest will definitely make them irritated and talking with guest in such a tone on Airbnb would look inappropriate to airbnb if they saw our chats.

[@Trayman5000]

What do you do if the guest doesn’t leave a review?

[@insidethebnb]

pfffffft!! All I ever get is "you're discriminating against me. I'm reporting you!"

[@davidacosta8060]

Do you!!!

[@davidacosta8060]

🔥

[@BuffaloBBQMan]

Excellent video, my only trouble is some guest need to be called out. If a guest causes a large enough damage they should be reviewed as such to warn other host not to work with them. As much as I would like to have a 5 star review from every renter if one is trouble I would feel better about reviewing them as such. I still pursue my claim with them and airbnb but I am just as concerned about warning other host to avid them.

[@AirbnbAutomated]

You can still leave the facts in your review. It doesn’t need to include whether they agreed to pay for the damage.

[@irvanyadavid4577]

Do you cooperate lease ?

[@CreativeHostingWithLyddonArts]

Can you still follow this process if you gave the guest a 4 or 5 Star review? I cannot see that the guest gave a review until AFTER I write the review. They did leave the suite TRASHED and I'm drafting the claim now. I will connect with the guest via airbnb chat with the "I hope you are okay" message mentioned, but when do I handle their public review?

[@tonycunha1847]

Does anyone use hourly? What’s your expedite them so far?

[@samsonakintunde3814]

I really need to speak with you very urgent.

[@stacyw1247]

Hey Sean, thank you for the video. I need your help! Recently a patch of my yard got burned due to guests improper disposal of cigarette butt (which was an violation of my house rule of no smoking). I submitted my claim through Airbnb resolution, I got denied. What can I do to get the cost of damage back? I actually had sent someone out there to put the fire off, because my yard was smoldering after guest left. Airbnb denied all that.

[@AirbnbAutomated]

You’ll have to take this to arbitration now that it’s already been denied

[@stacyw1247]

@@AirbnbAutomated Will you be able to walk me through how to do that? Thank you very much.

[@AirbnbAutomated]

I am doing a day long event on this soon

[@dadspads3152]

More DAD JOKES! I don't know what these other humorless hosts are talking about.

[@joshethridge8258]

How do you require a security deposit? I thought they removed that option months ago.

[@AirbnbAutomated]

There are still listings with it (legacy listings)

[@theglampman3785]

So, we should uncheck SECURITY DEPOSIT, or make it back to zero dollars if we had already put an amount there?

[@AirbnbAutomated]

If you use an API like ownerrez keep it. Otherwise uncheck it

[@alessiotomba1889]

And if they don’t leave a review?

[@milliybro1628]

Criminal minds.

[@trapcubarepa2581]

Official Tissue