Airbnb Damage Claims 101: A Host’s Guide to Getting Reimbursed (Without Losing Your Cool)

Accidents happen. Sometimes it’s a wine glass, sometimes it’s a chandelier (true story)—but either way, damage is part of the short-term rental business. The question is: how do you handle it?

In this post, we’re diving into the essentials of Airbnb damage claims. We’ll walk you through how to decide what qualifies as a claim, how to submit one through Airbnb’s AirCover, and how to communicate with your guests in a way that’s both professional and effective.

Let’s make damage claims less dramatic—and more manageable.

First: What Actually Counts as “Damage”?

Not everything that breaks, stains, or goes missing is worth filing a claim over. This is one of the biggest mindset shifts we want you to make as a host.

Not a damage claim:

• Makeup stains on towels or sheets
• A missing washcloth
• A broken wine glass
• A game piece gone missing
• A scuff on the wall from a suitcase
• Dye on a towel from someone coloring their hair

These are all frustrating, but they fall under wear and tear or cost of doing business.

True damage (and worth filing a claim):

• A broken piece of furniture due to clear negligence
• Evidence of smoking in a no-smoking property
• Significant staining or damage throughout the property
• Missing or damaged high-ticket items
• Vandalism or intentional destruction
• Damage that prevents the next guest from checking in

Before You File a Claim, Ask Yourself:

• Is this negligent or accidental?
• Is it easy to replace or clean?
• Would this fall under wear and tear in my own home?
• How quickly can I get back to square one?

Getting emotional about damage is normal, but it often leads to more stress than it’s worth. The goal is to be firm, fair, and factual—especially if you’re going to bring it to Airbnb or your guest.

How to File a Damage Claim Through Airbnb

If you’re using Airbnb’s AirCover, here’s your step-by-step process:

1. Gather Documentation Immediately

• Take photos and videos (timestamped!)
• Collect original receipts if possible
• If cleaning or repair is needed, get an invoice (even if you’re doing the work yourself—create a formal invoice!)

2. Submit Through Airbnb’s Resolution Center

• You have 14 days to file, but we recommend doing it within 1–2 days of the guest’s checkout.
• The guest will have 24 hours to respond.
• If they don’t respond or deny responsibility, you can escalate to Airbnb support.

3. Be Prepared for a Denial

Airbnb may say no—and that’s why it’s important to have Plan B (asking the guest directly) and Plan C (insurance or covering it yourself). AirCover is not insurance, and they don’t owe you anything.

Communicating With Guests: Facts Over Feelings

If you’re approaching the guest directly for reimbursement, here’s the golden rule: stay neutral and factual.

Good example:
“The dining room chair was broken during the guest’s stay. Attached is a photo of the damage, the original purchase receipt, and an invoice for replacement.”

Not-so-good example:
“This guest completely disrespected my home! I can’t believe they left such a mess. They should be banned from Airbnb!”

Even if your emotions are valid, they won’t help your case—especially if Airbnb ends up reviewing the message trail.

A Few Pro Tips:

• Always move phone conversations into the Airbnb message thread after the fact. Recap key details for documentation.
• If you write an emotional message, run it through ChatGPT or another tool to make it neutral before hitting send.
• If you’re the cleaner or repair person, still provide a formal invoice with realistic market rates.
• Approach guests with grace—sometimes they didn’t even know someone in their group caused damage.

What About Retaliatory Reviews?

This is a common fear. And yes, it can happen. But when you communicate clearly and calmly—and stick to the facts—you’re less likely to trigger a defensive response from guests.

And remember: you can always request a retaliatory review be removed if it clearly violates Airbnb’s content policies.

Have a Backup Plan

Even with the best documentation, Airbnb might say no. That’s why it’s crucial to:

• Have proper short-term rental insurance (we recommend Proper Insurance)
• Build a little margin into your budget to cover occasional losses
• Understand that some wear and tear is simply part of this business

Final Thoughts

Damage is never fun—but it doesn’t have to be a nightmare. With the right systems, the right communication, and a little mindset work, you can handle it like a pro.

Most guests are wonderful, respectful humans. But for the few that aren’t, you’ve got a plan.brate your success.he difference, and your business will benefit.

Download a transcript of this episode.

Resources:

• Hostfully | Use Code TFV500 for $500 off!
• Stayfi: Use code THANKS for 50% your first 3 months of service
• Subscribe to our YouTube channel | 11 Ways To Avoid Parties In Your Airbnbs
• AirCover is not insurance | Proper Insurance (our preferred STR insurance)
• #STRShareSunday: @bloom____house
• Submit your property for our next #STRShareSunday at strshare.com

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BLOOMHOUSE is a newly renovated 1920s bungalow in the heart of Atlanta’s historic Adair Park. Just blocks from the BeltLine and minutes from downtown, this three-bedroom, two-bath home is filled with design-forward touches—from the stunning zellige tile and mural wallpaper in the bathroom to the color-washed green bedroom walls and curated kitchen with inspiring cookbooks. Every inch feels intentional, vibrant, and cozy. With concierge services available and a location that can’t be beat, this home was made for travelers who love beautiful details. Follow @bloom____house to see more of this unforgettable stay.

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