Kansas Air Force Veteran Says Airbnb Denied $75,000 Damage Claim After ‘Verified’ Guest Destroyed Family’s Home
KANSAS — A Kansas Air Force veteran and his wife say their “dream home” was left in ruins after a verified Airbnb guest caused tens of thousands of dollars in damage, and the company has refused to pay under its AirCover protection plan, leaving the family without compensation and struggling to recover.
In a viral TikTok video shared by user Kassidy Thompson (@kassidyhopethomps), the couple claims they poured their life savings into remodeling their home before deciding to rent it out on Airbnb while living temporarily with Thompson’s parents.
“We thought we were more safe and secure with that because Airbnb has AirCover,” she said. “They guarantee that if guests cause damages during their stay, they’ll cover those.”
The Verified Guest Who Caused the Damage
According to Thompson, trouble began after the couple accepted a booking from a “verified” guest with positive reviews. But during the stay, the guest allegedly sent fake photos of damage to Airbnb in an attempt to claim a refund.
“Essentially, this guy was a scammer,” Thompson explained. “He provided an untruthful narrative to get free stays.”
Days later, another booking appeared under a different name and account. The couple’s security cameras captured a man dressed in all black entering the home using the same four-digit access code used by the previous guest.
When they returned after the two-day stay, the couple discovered the home was flooded and destroyed.
“We could hear the water running as soon as we walked in,” Thompson said. “The plumbing had been disconnected. A plumber later told us that’s not something that can happen accidentally.”
According to Thompson, the damage estimate came to between $50,000 and $75,000, including destroyed floors, drywall, and fixtures.
Airbnb’s Investigation and Denial
After reporting the incident, Thompson says Airbnb sent an adjuster to assess the damage, and she initially believed the company would honor the AirCover protection.
But days later, she says she received a denial notice stating Airbnb had determined the guest was not responsible for the damage.
“No explanation,” Thompson recalled. “They just said the visitors didn’t cause the damages — even though the adjuster saw the destruction himself.”
When the family contacted the adjuster directly, they were told Airbnb had not received a statement from the guest at all.
“How can they determine that if they can’t even get ahold of the guest that caused the damages?” she asked.
Thompson believes Airbnb is trying to “wear them down” so they’ll give up their claim.
@kassidyhopethomps We trusted Airbnb to protect our home — and they left us with nothing. Please like, comment, or share. #Airbnb #airbnbhost #airbnbnightmare #host #dreamhome
Police Investigation Hits Jurisdictional Limits
The couple filed a police report after discovering that both the initial guest and the second account used in the booking were linked to the same California address.
However, because the suspects lived out of state, local police told the family that jurisdictional limits made the case difficult to pursue.
“We’ve done everything right,” Thompson said. “We trusted the process, we trusted Airbnb — and now we’re left with nothing.”
Airbnb’s AirCover Program Under Scrutiny
Airbnb’s AirCover protection promises up to $3 million in damage reimbursement for hosts when guests cause harm to their home or belongings. However, it’s not a formal insurance policy — and Airbnb reserves the right to deny claims based on its own investigation and guest communication.
According to Airbnb’s terms, coverage depends heavily on the company’s ability to verify the guest’s responsibility — a process that often relies on communication between both parties.
If a guest does not respond, the host may be left without support, even in cases of clear damage.
Online Reaction and Legal Pushback
The video has drawn thousands of comments from viewers expressing outrage and urging Thompson to fight the company’s decision.
“I would keep fighting Airbnb. They should have to pay that damage!” one user wrote.
Another added, “I’m confident your attorney can write a demand letter and Airbnb will change their tune.”
Thompson has since confirmed that she is continuing to pursue legal options and documenting her case online to raise awareness for other hosts.
“We trusted Airbnb to protect our home — and they left us with nothing,” she said.
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