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Renter burned my house down

A Booking.com renter burned my house to the ground yesterday. They didn’t call me. They just called 911 and left. I came home to My dream home in a pile of rubble. I’ve lost everything. I know most short term rental platforms have an insurance policy for such things, but I do not see anything on booking.com. Is there a policy? And where can I find it to see what’s covered? 

6 Replies
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B.
Sergei - Commu…

Hello Info Seeker! I'm really sorry to hear this. It is terrible. Please contact support like Sharonpowney mentioned. And feel free to let me know if you need help. You can simply post a comment here, I will receive a notification. 

1 month ago
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Info Seeker

Thank you for your replies. I am having trouble getting in touch with anyone. Any phone number I call asks for a confirmation number and pin. I don’t know where to find this. I see the booking # on the reservation, and I of course have the property ID #. I have also found a IATA/TIDS code. I do not, however, see a confirmation code or pin. Do you know where I can find that, or how to circumvent that on the phone?

Thank you both for you concern and hep.

 

1 month ago
1
Info Seeker

I found an ‘urgent’ phone number and it seems to have accepted the booking number as the confirmation number and put me on hold for an agent. So, fingers crossed I get someone on the line.

1 month ago
1
Info Seeker

The guy I spoke to assured me everything would be fixed. He said to email pictures of the burned down house to the company. He said they have a company that handles this sort of thing. He even called the guest while I was on hold. The guest confirmed the fire started on his watch.  The booking.com employee said someone from that department would be contacting me within 48 hours. No one did. I received an email from booking.Com informing me they were refunding the customer and would be withdrawing the funds from my account. They apologized for the damage to my home and said to contact my homeowners insurance for further assistance.  How can this be? 😔 What was the point in using the booking service?

1 month ago