Finding damage after a stay is upsetting, and the first few hours decide how smoothly a claim goes. Evidence and timing matter more than the wording of your request. This guide follows what Airbnb publishes in its Help Centre; check the current page before you file, since details can change.
Document first
Take clear photos or video of the damage before anything is moved or repaired. Gather repair or cleaning estimates and any receipts. If you use a remote setup, ask whoever found the damage, such as your cleaner, to send timestamped photos straight away and note the time they were taken.
File within the time limit
Airbnb says hosts should file a reimbursement request in the Resolution Center within 14 days of the responsible guest’s checkout. If you want Airbnb Support involved, supporting documentation needs to be submitted within 14 days of the damage or loss. Do not wait until you have every quote; file in time and add evidence as it arrives.
What happens next
- You file the request with your evidence.
- The guest has 24 hours to respond.
- If they do not respond, pay only part of the claim or decline it, you can submit the request under host damage protection.
- Airbnb Support reviews the request, and some may be reviewed automatically.
- If you do not accept the result, you can ask for a human review and add more evidence.
What host damage protection covers
Airbnb describes host damage protection, part of AirCover for Hosts, as covering guest-caused damage to your home, furnishings, belongings and parked vehicles, plus certain extra cleaning and lost income from cancelled confirmed bookings, up to a stated limit. It excludes normal wear and tear and routine checkout cleaning, and it does not apply everywhere. It is not an insurance policy, so consider separate cover for your own situation.
Prevent the next claim
- Keep a dated photo record of the property after every clean.
- Put expectations in your house manual and checkout instructions.
- Use a consistent turnover checklist so changes are spotted quickly.
For guests who push back, see our guide on handling difficult guests.
Want inspection photos on every turnover?
We coordinate turnover checklists and photo reporting remotely through your cleaners, so any issue is documented the day it appears.
See co-hosting support
Bruce J is the CEO of Thrive Hosts and leads the short-term rental team. He works on the operations and performance side of STR: guest communication, pricing and calendar discipline, turnovers, issue tracking and owner reporting across Airbnb, Vrbo and Booking.com. On the blog he writes practical, no-fluff guides for owners and operators who want their rentals to run more consistently.
