(업데이트 6) 5/13/2021

 

Airbnb customer center에 전화하니 상담원 왈, 호스트로 부터 오는 airbnb message를 차단할 수 있으니 차단해라, 개인 이메일로 연락온다고 하니 그럼 개인 이메일에서도 설정해서 호스트한테서 오는 이메일 차단해서 받지 말라.. 이 말만 합니다.

 

Supervisor랑 통화하고 싶다고 해서 통화 했는데 같은 말만 합니다.

Airbnb에서는 이미 이 케이스에 대해서 제가 pay할 의무 없다고 결론 냈고, 이 경우는 airbnb host protection 에 해당 안 되어서 airbnb가 호스트한테 책상 값을 물어주지도 않을 거고.. 

 

만약 호스트가 claim 하면 제 변호사한테 (전 개인 변호사 없습니다.) airbnb의 최종 결정을 서류로 보내줄 수 있다고만 합니다.

airbnb에서 호스트한테 연락해서 저한테 계속 이메일로 threathening 하지 말라거나, claim 하지 말라거나 그런 말은 못 한다고 그건 호스트의 free will라서 에어비앤비에서는 해 줄 수 있는게 없다고 합니다.

 

일단 지푸라기 잡는 심정으로 수퍼바이저의 수퍼바이저 더 윗선과 통화하고 싶다고 했고, 자기가 제 case를 escalate해 놓겠다고, 나중에 연락갈 거라고 합니다.

 

호스트는 제가 숙박 전 작성한 rental agreement 상에 있는, any damage found after guest checks out

shall be the responsibility of the guest if it was not reported upon check in and guest agrees to

waive any right to dispute any such damage. 이 구절과 check in 하자마자 12시간 안에 집 안에 망가진 것들 report 해야하는데 아무것도 안 했으니, 이 stain에 대해서 책임져야 한다고 합니다.

 

이렇게 말하면 제가 내야하는 걸까요?

 

**it is guest’s responsibility to go over the inventory check list located in guest book and

condition of condo for damage with/in 12 hours of arrival. If guest fails to report any damage

or missing items after 12 hours it will be agreed that the condition is good and items are

present as inspected by our manager prior to your arrival.

 

 

Guest acknowledges and agrees that if the premises appear dirty or damaged upon Check-in,

Guest must inform Homeowner immediately and any damage found after guest checks out

shall be the responsibility of the guest if it was not reported upon check in and guest agrees to

waive any right to dispute any such damage.

 

airbnb host한테 이런 이메일 연락왔구 전 아직 답을 하진 않았습니다.  절망적이네요.. 그냥 pay하고 마음의 평화를 얻어야 하는가 싶습니다..

아님 실제로 책상을 새로 살 일은 아니니 가격을 네고해야 하는지두요..

 

호스트 이메일: This will be the last time I'm going to respond about this.  The rental agreement that you signed is clear that you have 12 hours to notify us of any damages. It was your responsibility, and the stain was not there before your check in as we have our manager do walkthroughs on all checkouts.  

 

 

 

업데이트 5, 5/13/2021

또 다시 airbnb host한테 연락이 왔습니다..

 

이전에 한 contract 언급하면서 guest is responsible for any damage made by the guest during the stay 라고 하면서요.. 

Small claim in Maui 한다는 말이 무슨 말인가요? 법적으로 뭐 sue를 한다는 건가요?

 

계약서 내용 중 damage 관련 내용만 추려서 함께 올립니다.

 

조언 부탁드립니다. 그냥 새 책상 사라고 돈 주고 잊는 것만이 답인가요? 

 

아래 조언처럼 이렇게 답 했는데도.. any damage에 대해서 물어내야 된다는 식입니다.

 

저의 대답: It is none of my responsibility because I do believe you have to notify us specifically before our stay on the contract when you do not want us put anything on the desk due to the possible damages. It is extremely unreasonable that you keep asking me this reimbursement. The rules to use the desk that I may have to pay attention is NOT specified at all during the stay or before the stay. Therefore, I am unable to accept your reimbursement request.

 

Airbnb host 대답: 

since I haven't heard from you, I'll take it as you're not going to pay for the damage you caused to our home. We If we dont hear from you by 5/25/21 we will have no choice, but to file small claims in Maui for damages.  

you may want to refer to the rental agreement you signed.  In the correspondence you agreed that you caused the damage.  In our rental agreement that you signed, it states that if you cause any damage to our property you are responsible.  Again, if you don't want to do the right thing and repair the damage you caused you have the right to explain this in small claims in Maui.

 

 

~~~ 계약서 내용~~~~~~~~~

The property is furnished and includes all items listed on the Inventory List (Exhibit A) [list

includes large and small appliances from stove, refrigerator, microwave, dishwasher, toaster,

blender, rice cooker, crock pot; lanai, living room, master bedroom complete suite of furniture

and guest bedroom furniture; fixtures including ceiling fans and air conditioner, and all other

provided items like linens, towels, dishes, pots and pans, cookware, utensils, etc.]

 

 

 

6. Rental Rules: Guest agrees to comply with all Rental Rules contained in this contract and the

Kihei Garden Estates House Rules attached as Exhibit B at all times while at the property.

Guest also agrees to require all members of their rental party and any of their guests on the

property to comply with these rules at all times while at the property. Guest agrees to be

responsible for any fines or actions caused directly or indirectly by anyone in their party or their

guests. Guest is hereby advised that any severe violations may be cause to become immediately

 

2

evicted by the Association Management and should such an action occur guest will not be

entitled to any refunds of any payments made. Please read the Kihei Garden Estates House

Rules thoroughly, your signature on this contract binds you to them and acknowledges you

have read and understand them. There is an additional set of the house rules contained in the

guest book kept in the unit.

 

 

8. Rental Rate and Fees

a. Deposit: A damage deposit of $1,500.00 is due at least 30 days prior to the Check-In Date.

*Airbnb has held a $1,500.00 damage deposit .

 

Damage deposit will be charged if there is:

i. damage to the property or furnishings;

ii. dirt or other mess requiring excessive cleaning; or

iii. any other cost incurred by Homeowner due to Guest’s stay.

iV. missing items from inventory.

If the premises appear dirty or damaged upon Check-in, Guest shall inform Homeowner

immediately.

 

Damage deposit $1,500.00 charged if damage is found or items missing from inventory.

**it is guest’s responsibility to go over the inventory check list located in guest book and

condition of condo for damage with/in 12 hours of arrival. If guest fails to report any damage

or missing items after 12 hours it will be agreed that the condition is good and items are

present as inspected by our manager prior to your arrival.

 

 

 

Owners cannot be held responsible for: The failing of any other company due to said company’s

error or service interruption (i.e. electricity, water, gas, cable etc.), acts of neighbors such as

construction, road repairs, maintenance or acts of God or weather. However owners agree to

make their best effort to remedy any issue as quickly as possible. Owners or their agent reserve

the right to enter the property at any time to investigate disturbances, check occupancy, check

damages, make repairs, alterations and improvements they deem necessary.

Guest acknowledges and agrees that if the premises appear dirty or damaged upon Check-in,

Guest must inform Homeowner immediately and any damage found after guest checks out

shall be the responsibility of the guest if it was not reported upon check in and guest agrees to

waive any right to dispute any such damage.

The parties agree to the terms of this Short Term Rental Agreement, as evidenced by the

signatures set forth below.

I agree that all rental monies are non-refundable per cancellation policy above. I have read my

rights to purchase travel insurance.

 

업데이트 4, 5/4/2021)

 

airbnb host한테 airbnb 메세지로 연락이 왔습니다.

채팅하듯이 바로 즉답을 보내네요..

Aloha, I'm writing you try to resolve the damaged table you caused. Please let me how you want to proceed.
Thank you, DJ

 

제가 4/25일 airbnb한테서 받은 메세지 보내주면서 난 이미 다 resolved 된걸로 알고 있다 했구요.

They only ruled this way because I tried to resolve this with you and not them at first. This reply from Airbnb does not mean that you're not responsible for the damage.

 

저에게 아직도 책임이 있다고 하네요..

 

저 좀 도와주십시오..

 

 

이렇게 답을 써 보내려고 하는데.. 

너무 aggressive한가요? 뭔가 꼬투리 잡힐까봐.. 더이상 답을 안 보내고 있습니다.

그리고 host는 제가 얼마라도 보상해 주길 원하는 거 같습니다. 

 

이번 마우이 여행은 저에게 트라우마로 남을 것 같습니다.

 

 

Did your cleaner try to remove it with iron and towel, the simple but efficient , best known method from YouTube video links?


People are supposed to put many different things on desk or tables.

And scratches, dents, stains , etc can be made possibly while people use it as a part of normal wear and tear of furniture’s lifetime.

And your desk itself is functionally totally fine to use as a desk. Still looks gorgeous.

As I said, I didn’t even notice it until you asked me about the stain.


People don’t replace their desk due to a stain on the desk.

And your guests after my stay still enjoyed staying your place. And you still accept the new guests.


I didn’t see any single complaints on the Airbnb reviews and your guest reviews saying that because of stain on the desk, their stays at the place got totally ruined.

 

업데이트3, 5/1/2021)

4/25일에 받은 airbnb 이메일로 제가 pay 안 해도 되는걸로 final 결정이 난걸로 알고 일단락 되었구나 하고 있었는데..

 

5/1일 다시 airbnb에서 아래와 같이 이메일을 받았습니다..

airbnb에서 저한테 charge 안 하겠다고 해 놓구선 이제와서 다시 host한테 연락해보고 possible reimbursement를 제안하라고 하는데 이게 뭔 경우일까요?

저한테 꼭 해야 된다가 아니라 Suggest하는 거라고 하니 그냥 무시하면 될까요?

 

더 이상 엮일 일  없다고 다 끝난 일이구나 하고 마음 놓고 있었는데.. 참.. 또 심란해집니다.

 

 

This is Rodolfo again

We have already closed our correspondence with you related your host Dj's reimbursement damage with reservation code 

Just for a remind ,please know that the damage your host was claiming ,was for a damaged desk during your staying, whose actual cash value was around $499.00USD.

We recognize you as perfect Airbnb guest, and we take the opportunity to suggest you, at least to contact your host and to evaluate with him a possible reimbursement in agreement with him.

Airbnb will certainly be sensible to your behaviour in the next future business with us.

We thank you for you time and your collaboration,

 

 

 

 

업데이트2)

호스트 요청에 Decline option 선택했고 메세지 란에

 

I was shocked to receive your reimbursement request email. 이라고 쓰며 메세지를 시작했습니다. 

댓글에 올려주신 게시판 글 보고 찾아본, 자국 지우는 유튜브 동영상 링크 올리고 

네가 고용한 청소하시는 분들 Professional cleaner 분들이시니 지우실 수 있을거라고

 

I hope you will not ruin my great memory of staying your place and my awesome airbnb review for your place. 
라고 글 마쳤습니다. 

 

따로 호스트로부터 더 이상 연락 없더니 airbnb에서 아래와 같이 연락 왔구요. 

제가 돈 낼 필요 없다고 합니다. 

이걸로 완전히 끝난 것이길 바라봅니다. 

그간 저와 제 p2 스트레스받고 잠 설친 거 생각하면 다행이면서 좀 화가 나네요. 

 

글 관심가져 주시고 도움글 남겨주신 분들께 너무 감사드립니다. 

 

 

I am following up on your host Dj ’s damage reimbursement request, with reservation HM32KZEXHH.

After careful review of all photos, documentation, and related communication provided by both parties, we’ve decided not to charge you for the damage caused during your stay. 

To prevent further action on your account in the future, please review the Security section of the Airbnb Community Standards. You can read those standards:

airbnb.com/standards

 

 

 

업데이트1)

Airbnb에서 이렇게 이메일 받았습니다. 급해서 일단 이메일만 올리고 다시 오겠습니다.

 

We require that hosts and guest use the Resolution Center to request or send payment for anything outside of the reservation amount. Once a request has been submitted, a notification is sent out from Airbnb. If a host requests payment from you, you’ll have the option to accept and pay the requested amount, send a counter offer, decline payment with an explanation, or message your host.

If an agreement hasn’t been reached after 72 hours, the submitter will have the option to involve Airbnb. We will then be alerted and will work to collect any further documentation needed to come to a fair resolution.

For further information, visit: https://www.airbnb.com/help/article/352.

 

(원글)

 

여러분의 도움이 절실히 필요합니다!!

 

최근 가족들과 마우이 여행하면서 airbnb 이용했고 잘 머물다 왔습니다. 

좋은 후기까지 airbnb에 다 남겼고 몇 주 지나서, 오늘 airbnb host가 저한테 damage claim을 $499 request 했다고 연락을 받았습니다.

책상에 난 커피잔 바닥 자국 같은거 때문에 permanent damage 생겨서 책상을 통째로 바꿔야 한다면서요..

 

체크아웃 한 날, airbnb host한테 문자가 와서 자기 집 청소하는 사람이 말하길, 책상에 무슨 자국이 있는데 이게 뭔지 아냐고 묻더군요.

"우린 그런 자국이 책상에 있었는지 몰랐다. 네가 말할때까지 전혀 몰랐다. 책상위에 내내 랩탑 두고 쓰느라 본 적이 없다" 라고 했습니다.

(Hello, Dj.

Honestly I don’t know what caused the stain and I didn’t even know there was the one since we put our laptops to work most of time.

Maybe it was from the green Tommy Bahama paper saucer for the cup since its shape is circle or from the one of white cups we used.

Hope it will be removed easily.)

 

정말 체크아웃 할때까지 전혀 인식을 못 했습니다.

 

그거 무슨 종이 컵 받침에서 잉크가 빠져서 자국이 남은거 아니냐 했더니, 사진으로 종이 컵 받침보다 사이즈가 작다고 알려주더군요..

그래서 곰곰히 생각해 보다가.. 그럼 maybe 커피잔을 책상에 올려서 생긴 자국인지도 모르겠다고 했습니다.

그러면서 혹시 저희가 stain을 만들었나 싶어.. Sorry for the stain. Hope she can remove it. 라고 썼는데.. 으흠..

 

그랬더니  아무 말 없었습니다.

그래서 그냥 넘어갔나보다 했습니다.

 

그랬는데 이제 와서 책상 위에 그 stain 때문에 permanent damage 생겼으니 책상 replacement 하게 $499을 내라고 하네요..

 

이게 우리 전부터 있었던 건지 어떤지 조차도 확실치 않고, 저희가 뜨거운 커피잔을 올려서 생긴 자국이라도 해도.. 그것때문에 책상이라는 가구의 원래 용도를 다 할 수 없는 것도 아닌데 책상 교체 비용을 청구한다는게 좀 납득이 안 됩니다.

책상이 못 쓰게 망가진 것도 아니고, 책상 자체를 쓰는데는 아무 문제가 없고 미관상 동그란 커피잔 바닥 모양이 생긴 건데 저희가 다 내야 될까요?

그리고 책상이 그렇게 쉽게 stain 생기면 뭐라고 guest한테 사전 notice를 줘야 하는거 아닌가요?

전 커피잔을 테이블에 두고 책상에도 두는 편인데.. 

난감합니다. 어찌 해야 할지요..

도움 부탁드립니다.

 

Host한테는 4/25일까지 답을 줘야 한다네요.

 

Host한테 먼저 메세지 보내야 할지 아님 airbnb resolution center (https://www.airbnb.com/resolutions) 에 도움을 요청해야 할지 조차 감이 없습니다.

도움 부탁드립니다.