Erika Gemzer, an Airbnb host in San Francisco, found herself in a dire financial situation after her guests flooded her duplex, leaving her with over $300,000 in debt. In October, Gemzer took to social media to publicly criticize the vacation rental company for their lack of compensation. Her thread on X (formerly Twitter) went viral, garnering over 20 million views and sparking a response from Airbnb.
Gemzer’s social media blitz led Airbnb to make a bigger offer to compensate her, although the specific details of the offer were not disclosed. Gemzer believes that her public outcry played a role in the company’s decision to increase their compensation. Airbnb acknowledged receiving additional documentation from Gemzer and stated that they provided further support for the costs not covered by her insurance.
The incident occurred in April when Gemzer woke up to water pouring from the ceiling and light fixtures. The guests who had been staying in the upper unit had checked out earlier than expected, causing significant damage to the property. Gemzer contacted Airbnb to determine what the company would cover, but their Host Damage Protection program only applied if the guests refused to pay. It took weeks of correspondence and investigation before a plumber came to examine the toilet.
Gemzer’s expenses from the incident were upwards of $300,000, including costs such as water damage restoration, property taxes, and lost rental income. Airbnb initially offered her $6,000, which was later increased to around $31,000. Gemzer accepted the most recent offer, stating that while it doesn’t cover everything, it is enough to make a difference.
Since her post went viral, Gemzer has faced criticism from trolls on Twitter, claiming she doesn’t know how to run a business. She clarified that she never intended to be a landlord but bought a two-unit building due to financial constraints. Gemzer advises other Airbnb hosts to obtain homeowners’ insurance, umbrella insurance, and short-term rental insurance.
Following the incident, Gemzer has lived in multiple Airbnbs and recently signed a lease for another home while waiting for the construction on her duplex to be completed.
