Guest got injured at my property — now what?

Category: Legal & Regulations

By: Omar Hassan

Posted: 2025-12-20T10:52:07.039Z

Guest slipped on the tile floor stepping out of the shower. She says she hurt her back. No hospital visit yet but she's asking me to "take care of" the medical bills. I'm freaking out. What do I do? Do I admit fault? Do I contact Airbnb? My homeowner's insurance or STR insurance? Both? I want to do the right thing for the guest but I also don't want to bankrupt myself.

Reply by Tasha Williams:

**First: breathe. Second: do NOT admit fault.** Here's the exact playbook: **Immediately:** 1. Express concern and empathy. "I'm so sorry you're hurt. Please take care of yourself — your health is the priority." 2. Do NOT say "it's my fault" or "I should have put a mat there." Empathy ≠ admission of liability. 3. Ask if she needs help getting to a doctor/urgent care. Offer to call a ride or provide nearby medical facility info. 4. Document the scene: take photos of the shower area, the floor, any mat (or lack thereof) ASAP. **Within 24 hours:** 1. **Report to Airbnb** — file a safety incident report. This starts a documentation trail. 2. **Contact your STR insurance provider.** If you have Safely (https://safely.com) or Steadily (https://steadily.com), call their claims line. They'll assign an adjuster. 3. **Do NOT promise to pay medical bills directly.** Tell the guest: "I've reported this to my insurance company and they'll be in touch about next steps." **Do NOT:** - Admit fault in writing (messages, emails, texts) - Offer to pay out of pocket - Discuss the incident details extensively with the guest (your insurance company should handle communication) - Post about it on social media - Remove or change the shower area before documenting it **For the future:** - Non-slip bath mats and adhesive shower strips in EVERY bathroom - "Caution: wet floor" stickers or signage - Adequate lighting in bathroom areas - Grab bars near the shower - Document all safety features with photos (evidence of reasonable care) This is exactly why STR insurance exists. The $50-100/month policy you're (hopefully) paying will cover medical bills, legal fees, and settlements up to your policy limit.

Reply by Kevin O'Brien:

Adding: AirCover's liability protection covers up to $1M for guest injuries. But their process is slow and they'll try to minimize the claim. Your own STR insurance will advocate for YOUR interests, while AirCover advocates for Airbnb's interests. If you DON'T have STR insurance and your homeowner's policy excludes STR activity (which it almost certainly does), you may need to hire an attorney to help navigate this. A personal injury claim can be expensive. Please, all hosts reading this: get proper STR insurance BEFORE something happens. It's not optional.

Reply by Tyler Jackson:

After this is resolved, invest in prevention: 1. **Adhesive anti-slip strips** in every shower/tub ($15 on Amazon) 2. **Non-slip bath mat** right outside the shower ($20) 3. **Night light** in the bathroom (guests stumble in the dark) 4. **Grab bar** in the shower (if possible — installing one costs ~$50 and could prevent a $50K lawsuit) These $100 in safety items can prevent a five-figure liability claim. It's the highest-ROI investment in your property.