Controversy Surrounds Airbnb’s Host Protection Program: No Evidence, No Compensation

Airbnb’s Host Protection Program Under Scrutiny
Been denying compensation without evidence

On the 19th, YTN reported a case of a property rented out through Airbnb, a shared accommodation booking platform, being flooded after guests had checked out.

While the guests insist they did not leave the water running, Airbnb, which promises to compensate for damages incurred to the property on behalf of the guests, has sparked controversy by refusing to pay compensation, citing lack of evidence.

In July, Mr. A, the host, was notified that his Airbnb property had turned into a pool of water.

 

Water flowed from a hose outside the bathroom on the third floor, soaking all the furniture and utensils as it flowed down the stairs to the second floor.

The guest who had just checked out admitted using the hose but denied leaving the water running.

 

“Isn’t this incident a bit hard to understand logically? They claim to have pulled the hose outside and left the water running,” said Mr. A, the Airbnb host.

Airbnb enforces the ‘AirCover’ policy, which guarantees the host up to $3 million if the guest refuses to pay compensation related to property damage.

Mr. A informed Airbnb of the incident and requested compensation, but it was rejected because there was no evidence that the guest had left the water running.

However, according to surveillance footage of the building exterior, Mr. A claimed that no one else was entering or leaving the property between the guest’s arrival and departure.

He also expressed frustration, stating that direct evidence cannot exist unless guests confess, as there is obviously no surveillance camera inside the property.

Mr. A said, “I don’t understand how others have received AirCover. In my case, because the amount is high, don’t they want to avoid responsibility?”

In response, Airbnb explained that under the AirCover terms, the host must submit reasonable evidence that the guest caused the damage to receive compensation.

 

 

Mr. A spent tens of millions of KRW to repair the water-damaged property and lost the summer peak season as he could not accept guests for two months.

Airbnb’s host protection program, which it boasts of being “industry-leading,” is under controversy as it is of little help unless direct evidence can be provided.