No matter how well you vet your guests, one day you’ll walk into your Airbnb after checkout and something will be wrong. A broken lamp. Stained sheets. A dent in the wall. And your heart will sink. Now what?
It’s one of the toughest moments for any host—especially if it’s your first time dealing with damage. But here’s the good news: you’re not powerless. There’s a clear process for handling it professionally, protecting your property, and getting reimbursed. Here’s exactly what to do.
1. Document Everything Immediately
- Before you touch or clean anything, take photos and videos of the damage.
- Capture wide-angle shots and close-ups, with timestamps if possible.
- If it’s a larger issue (like plumbing or structural damage), consider getting a repair quote right away.
2. Reach Out to the Guest Politely
- You’d be surprised—some guests will admit the damage and offer to pay on the spot.
- Keep it calm and professional: “Hi [Name], thanks for your stay. We noticed some damage to [item] during your visit. Do you know what happened?”
- Never accuse. Just ask. Your tone could determine whether the situation escalates or gets resolved easily.
3. File a Claim Through Airbnb’s Resolution Center
- Go to the Resolution Center and start a claim within 14 days of checkout (or before the next guest checks in).
- Upload all your documentation: photos, receipts, quotes, and your message history with the guest.
- Be detailed but concise. Airbnb prefers clear, organized submissions.
4. Know What’s Covered (and What’s Not)
- Airbnb’s AirCover for Hosts offers protection, but it’s not a blank check.
- It typically covers accidental damage to property and belongings—not wear and tear or loss of income.
- High-value items should always be documented and photographed in your listing to strengthen future claims.
5. Avoid Getting Emotional in the Review
- Leave an honest, fair review—something like: “Unfortunately, there was damage to the unit that required a claim, which was resolved.”
- Future hosts need to know, but guests can dispute unfair or angry reviews.
- Keep it factual, not emotional.
6. Prevent Future Damage With Smart Setup
- Remove irreplaceable or sentimental items from your space.
- Use washable covers for furniture and beddings.
- Add a damage deposit or increase your cleaning fee to build in a buffer.
- Include gentle reminders in your house rules like “Please treat the space with respect—this is someone’s home, not a hotel.”
7. Don’t Let One Bad Guest Break You
- Damage is part of the business. Annoying? Yes. Unavoidable? Sometimes. Unmanageable? Never.
- Most guests are respectful and responsible. Don’t let one incident steal your peace or make you paranoid.
- A systemized response is your best protection—emotionally and financially.
If dealing with damages, guests, or Airbnb claims is something you never want to handle alone, we’ve got your back. BookedHosts manages guest issues, turnover inspections, and resolution claims so you can stay hands-off. Email info@bookedhosts.com or scroll down to submit your property and let us take care of it all.
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