VRBO host claiming we cracked the stove top

[Anonymous]

We just got a message from a vrbo host a month after checking out from spring break with my family that we cracked her glass stove top (we did not even use the stove top) and she’s keeping our 59 insurance deposit plus has filed an insurance claim and said she has to replace the whole stove because they no longer make the part anymore. How do I know that their cleaning crew didn’t do it after we left and is trying to blain us.

Unfortunately we didn’t take photos of the unit when we left but we left it in clean condition, did all the laundry etc. I will say, while we were there her refrigerator started leaking out the bottom so we notified them right away and they sent a repair person who told the owner that the fridge is old and needs to be fully replaced. Now this stove issue comes up and it feels like a convenient way to get all new appliances.

Could she try to get us to pay the cost of the stove/oven? How do we fight this?

[Anonymous]

Make sure all communication is through VRBO. If you didn't do it, then deny deny. If you purchased the damage insurance through VRBO, then they'll make a claim against that, and you won't be responsible for additional.

You're at a real disadvantage since you didn't take pictures / videos.

[Anonymous]

I don't think they can do anything beyond refuse to return your deposit, and give you a bad review as a guest. But call VRBO and ask--don't ask randos on DCUM. And if you truly think you didn't crack the stove top, you could see if they have advice for you.

[Anonymous]

We have a weekly rental and our management company has recently changed the rules that glass stove tops are no longer covered if damaged since they are so fragile.
Sorry they are blaming you. Wonder if it’s something they try on all their renters….

[Anonymous]

Anonymous wrote:Make sure all communication is through VRBO. If you didn't do it, then deny deny. If you purchased the damage insurance through VRBO, then they'll make a claim against that, and you won't be responsible for additional.

You're at a real disadvantage since you didn't take pictures / videos.

Yes we had purchased the damage insurance through vrbo for 59 dollars. But I’m confused because the vrbo damages policy says the host has 14 days after checkout to file a claim and she filed it 25 days after checkout which is why it feels so shady. I just want to make sure she can’t come after us if the insurance policy doesn’t pay and vrbo wasn’t able to answer my question, they said talk to the insurance company and I’m having a hard time contacting the insurance company.

[Anonymous]

Anonymous wrote:

Anonymous wrote:Make sure all communication is through VRBO. If you didn't do it, then deny deny. If you purchased the damage insurance through VRBO, then they'll make a claim against that, and you won't be responsible for additional.

You're at a real disadvantage since you didn't take pictures / videos.

Yes we had purchased the damage insurance through vrbo for 59 dollars. But I’m confused because the vrbo damages policy says the host has 14 days after checkout to file a claim and she filed it 25 days after checkout which is why it feels so shady. I just want to make sure she can’t come after us if the insurance policy doesn’t pay and vrbo wasn’t able to answer my question, they said talk to the insurance company and I’m having a hard time contacting the insurance company.

Tell her this and stop responding. Someone else probably did it and she’s blaming you.

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:Make sure all communication is through VRBO. If you didn't do it, then deny deny. If you purchased the damage insurance through VRBO, then they'll make a claim against that, and you won't be responsible for additional.

You're at a real disadvantage since you didn't take pictures / videos.

Yes we had purchased the damage insurance through vrbo for 59 dollars. But I’m confused because the vrbo damages policy says the host has 14 days after checkout to file a claim and she filed it 25 days after checkout which is why it feels so shady. I just want to make sure she can’t come after us if the insurance policy doesn’t pay and vrbo wasn’t able to answer my question, they said talk to the insurance company and I’m having a hard time contacting the insurance company.

Tell her this and stop responding. Someone else probably did it and she’s blaming you.

And document all this in writing with VRBO as PPs have mentioned. VRBO should be able to answer basic questions, and if the insurance isn't responding, they should be able to help you with that too.

[Anonymous]

Note everything in writing with VRBO.

"The policy is that within 14 days you can file to keep the deposit. As this was submitted 25 days after we checked out, keeping the deposit would be a violation of this policy."

Were there other bookings after you? Maybe you saw the booking calendar? If so, I'd add in "the residence has been fully booked since we checked out; we didnt break the stove, but anyone after us could have. Please return the deposit immediately."

[Anonymous]

Anonymous wrote:Make sure all communication is through VRBO. If you didn't do it, then deny deny. If you purchased the damage insurance through VRBO, then they'll make a claim against that, and you won't be responsible for additional.

You're at a real disadvantage since you didn't take pictures / videos.

It's not her burden to prove anything, it's the hosts burden. Make it clear to VBRO that if you do not receive your deposit back within you credit card's charge back window that you will initiate a charge back.