{"id":1706,"date":"2025-11-29T19:55:21","date_gmt":"2025-11-29T18:55:21","guid":{"rendered":"https:\/\/clm-conciergerie.fr\/?p=1706"},"modified":"2025-12-28T23:06:23","modified_gmt":"2025-12-28T22:06:23","slug":"que-faire-en-cas-de-gros-litige-pendant-une-location-airbnb","status":"publish","type":"post","link":"https:\/\/clm-conciergerie.fr\/en\/que-faire-en-cas-de-gros-litige-pendant-une-location-airbnb\/","title":{"rendered":"What to do in the event of a major dispute during an Airbnb rental?"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Full guide: immediate action, special cases, procedures, and how to prevent it happening again<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Over 95 % of Airbnb stays go off without a hitch.<br>But when a dispute <em>serious<\/em> damage to property, dangerous behaviour, theft, squatting - it's essential to know what to look out for. <strong>what to do immediately<\/strong>, <strong>who can help<\/strong>, and <strong>how to prevent it from happening again<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This guide offers you a simple, effective and clear method for dealing with every situation.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">\ud83e\udded Understanding the 4 types of serious disputes.<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Airbnb disputes are handled differently depending on their nature.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There are 4 categories:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Major property damage<\/strong><\/li>\n\n\n\n<li><strong>Dangerous or disrespectful behaviour<\/strong><\/li>\n\n\n\n<li><strong>Criminal litigation<\/strong> (theft, wilful damage, threats)<\/li>\n\n\n\n<li><strong>Squatter \/ refusal to vacate<\/strong><\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Each category has its own procedure.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">1\ufe0f\u20e3 CASE 1 - Major property damage<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\">(Destroyed furniture, leak, fire, broken appliances, water damage, etc.)<\/h3>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 1. Diagnose in seconds<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Is the damage visible?<\/li>\n\n\n\n<li>Is it the traveller's fault?<\/li>\n\n\n\n<li>Or a feature of the property (breakdown, obsolescence)?<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 2. Secure immediately<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>turn off the water in the event of a leak<\/li>\n\n\n\n<li>turn off the electricity if there is a risk<\/li>\n\n\n\n<li>isolate the damaged area<\/li>\n\n\n\n<li>ventilate in case of smoke<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The goal: <strong>prevent the damage from getting worse<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 3. Document like a professional<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Airbnb does not compensate <strong>never<\/strong> without evidence.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Take :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>clear, dated photos<\/li>\n\n\n\n<li>videos showing the context<\/li>\n\n\n\n<li>before\/after if available<\/li>\n\n\n\n<li>list of affected objects<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 4. Declaring actual cause<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 If the traveller is responsible<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>open an Airbnb folder (AirCover) <strong>within 72 hours<\/strong><\/li>\n\n\n\n<li>provide all evidence immediately<\/li>\n\n\n\n<li>if booking direct: contact the traveller's home insurance (holiday cover)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 If the accommodation is involved (dilapidated condition)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>declaration to the PNO (homeowner's insurance)<\/li>\n\n\n\n<li>it covers the leak, faulty installation, etc.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 5. Which solution should be applied?<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>small breakage \u2192 deposit<\/li>\n\n\n\n<li>average damage \u2192 Airbnb AirCover<\/li>\n\n\n\n<li>major damage \u2192 homeowner's insurance (PNO)<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">2\ufe0f\u20e3 CASE 2 - Dangerous or disrespectful behaviour<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\">(Parties, nuisance, light squatting, failure to comply with rules, etc.)<\/h3>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 1. Quickly assess the situation<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Does the traveller cooperate?<\/li>\n\n\n\n<li>Is there any immediate danger?<\/li>\n\n\n\n<li>Are neighbours affected?<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 2. Contact the traveller<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A firm but calm message.<br>In 50 % of cases, the situation is resolved immediately.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 3. intervene if necessary<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Physical presence (or that of your concierge):<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>soothes<\/li>\n\n\n\n<li>shows that<\/li>\n\n\n\n<li>avoids escalation<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 4. Contacting Airbnb: what they manage well<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When it comes to problematic behaviour, Airbnb is <strong>more efficient<\/strong> than material damage.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Airbnb can :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>call the passenger directly<\/li>\n\n\n\n<li>cancel the rest of your stay<\/li>\n\n\n\n<li>ask the traveller to leave<\/li>\n\n\n\n<li>block your account if necessary<\/li>\n\n\n\n<li>authorise additional cleaning costs<\/li>\n\n\n\n<li>cover minor party-related damage<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Airbnb is often <strong>on the host side<\/strong>, if you have :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>evidence<\/li>\n\n\n\n<li>messages<\/li>\n\n\n\n<li>clear house rules<\/li>\n\n\n\n<li>complaints from neighbours<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 5. Proving nuisance<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>sound videos<\/li>\n\n\n\n<li>photos<\/li>\n\n\n\n<li>messages from neighbours<\/li>\n\n\n\n<li>exchanges with the traveller<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 6. Use the deposit<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>exceptional cleaning<\/li>\n\n\n\n<li>damaged linen<\/li>\n\n\n\n<li>broken furniture<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">3\ufe0f\u20e3 CASE 3 - Criminal litigation<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\">(Theft, wilful damage, threats, breaking and entering)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">These cases are rare but must be treated immediately.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 1. Making your home more secure<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>change the key box code<\/li>\n\n\n\n<li>close all exits<\/li>\n\n\n\n<li>shut down sensitive systems<\/li>\n\n\n\n<li>prevent access<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 2. Taking evidence<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Like a mini \u201cstatement\u201d:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>detailed photos<\/li>\n\n\n\n<li>videos<\/li>\n\n\n\n<li>before\/after inventory<\/li>\n\n\n\n<li>purchase invoices if available<\/li>\n\n\n\n<li>testimonials from neighbours<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 3. Declare to Airbnb<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">These files are sent to the <strong>Trust &amp; Safety<\/strong>, specialising in serious cases.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 4. Making a complaint<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">It's essential.<br>Even for a small stolen item, the complaint :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>lends credibility to the case<\/li>\n\n\n\n<li>sometimes allows Airbnb to be reimbursed<\/li>\n\n\n\n<li>is required for voluntary cases<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">\ud83d\udd25 Special cases (the most sensitive)<\/h1>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udfe5 1. Theft without breaking and entering<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">(the traveller had normal access and takes an object with him)<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2757 What you need to know<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No insurance covers this case.<br>But you are not without recourse.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Exact procedure:<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Essential evidence<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>before\/after inventory<\/li>\n\n\n\n<li>photos<\/li>\n\n\n\n<li>proof that no one else entered<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Filing a complaint<\/strong><br>This is essential if Airbnb is to take the case seriously.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Wording to be sent to Airbnb :<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cThe traveller had exclusive access to the accommodation. The object present on arrival disappeared on departure. No other person had access to the accommodation. Complaint lodged - PV attached.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. Deposit<\/strong><br>For small items (linen, crockery).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Realistic result<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Small thefts \u2192 deposit<\/li>\n\n\n\n<li>Clear\u201c objects \u2192 AirCover sometimes<\/li>\n\n\n\n<li>Major theft \u2192 police + Airbnb (rare)<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udfe5 2. Deliberate damage<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">(Deliberate hole, tag, piece of furniture broken on purpose)<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2757 What you need to know<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Intentional acts are rarely insured.<br>But Airbnb can refund <strong>if the file is solid<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Procedure:<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Document as a statement of fact<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>close-ups<\/li>\n\n\n\n<li>videos<\/li>\n\n\n\n<li>precise descriptions<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Mandatory complaint<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Airbnb wording :<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cThe damage is clearly intentional - complaint lodged. Evidence attached. Claim for compensation for wilful damage.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. Deposit<\/strong><br>Useful as a supplement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5. For major damage \u2192 PNO<\/strong><br>For structural damage.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">4\ufe0f\u20e3 CASE 4 - Squatter \/ refusal to vacate the premises<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\">(The stay is over, but the traveller remains)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">This is the most stressful situation, but it has a clear procedure.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 1. DO NOT make a legal error<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Do not :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>forced entry<\/li>\n\n\n\n<li>put your stuff outside<\/li>\n\n\n\n<li>turn off water\/electricity<\/li>\n\n\n\n<li>change the lock while the traveller is inside<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u27a1 Legal risk for the owner.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 2. Tracking everything on Airbnb<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>remind you of the official end time<\/li>\n\n\n\n<li>signal that the traveller remains<\/li>\n\n\n\n<li>refuse any \u201ccash off platform\u201d proposal\u201d<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Airbnb messages = <strong>legal evidence<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 3. Report to Airbnb immediately<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Airbnb can :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>call the traveller<\/li>\n\n\n\n<li>cancel the holiday<\/li>\n\n\n\n<li>request immediate departure<\/li>\n\n\n\n<li>block your account<\/li>\n\n\n\n<li>guide you legally<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 4. in France: \u201coccupation without right or title\u201d.\u201d<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If the traveller really refuses to leave :<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Report (photos \/ video)<\/strong><br><strong>2. Filing a complaint<\/strong> for illegal occupation<br><strong>3. Contact ADIL \/ lawyer<\/strong><br><strong>4. Legal procedure if necessary<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These are very rare cases, but they are regulated by law.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83d\udc49 5. Role of the concierge<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Airbnb contact management<\/li>\n\n\n\n<li>evidence gathering<\/li>\n\n\n\n<li>on-site intervention<\/li>\n\n\n\n<li>legal support (guidance)<\/li>\n\n\n\n<li>securing the premises as soon as they are vacated<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">5\ufe0f\u20e3 How can these situations be prevented from recurring?<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">(Prevention = 90 % of tranquillity)<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Check traveller profiles<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Demand clear rules<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Communicating before the trip<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Have a complete inventory<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Manage entries and exits<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Check the accommodation after each stay<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">\u2714 Regularly maintain the home<\/h3>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">6\ufe0f\u20e3 How a concierge service really helps<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A serious concierge service to help you:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Before<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>passenger screening<\/li>\n\n\n\n<li>inventory<\/li>\n\n\n\n<li>rules<\/li>\n\n\n\n<li>communication<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">For<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>rapid intervention<\/li>\n\n\n\n<li>Airbnb management<\/li>\n\n\n\n<li>documentation<\/li>\n\n\n\n<li>mediation<\/li>\n\n\n\n<li>securing<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">After<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>insurance follow-up<\/li>\n\n\n\n<li>assistance with filing a complaint<\/li>\n\n\n\n<li>repairs<\/li>\n\n\n\n<li>prevention for future holidays<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">\ud83c\udfaf Conclusion<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Even the most serious disputes can be managed effectively if the right steps are taken:<br>secure, document, declare, choose the right procedure, and prevent for the future.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With serious management, <strong>the vast majority of these situations can be avoided<\/strong>.<\/p>","protected":false},"excerpt":{"rendered":"<p>Over 95 % of Airbnb stays go off without a hitch.<br \/>\nBut when a serious dispute arises - damage to property, dangerous behaviour, theft, squatting - it's essential to know what to do immediately, who can help, and how to prevent it happening again.<\/p>","protected":false},"author":1,"featured_media":1722,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,3],"tags":[],"class_list":["post-1706","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-lois","category-bons-plans"],"_links":{"self":[{"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/posts\/1706","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/comments?post=1706"}],"version-history":[{"count":0,"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/posts\/1706\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/media\/1722"}],"wp:attachment":[{"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/media?parent=1706"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/categories?post=1706"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/clm-conciergerie.fr\/en\/wp-json\/wp\/v2\/tags?post=1706"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}