How to Handle Damages in Your Airbnb Without Ruining the Guest Experience

No matter how nice your guests are, damages happen. A broken lamp. Stained sheets. A dent in the wall. As an Airbnb host, these moments are part of the game—but how you handle them can make or break your reviews, your stress level, and your bottom line. Here’s a smart, professional approach to handling damages in your Airbnb without starting a war—or eating the cost.

1. Document Everything After Every Stay
Before you even get into damage claims, create a habit of inspecting and documenting after each checkout.

• Take photos of each room (especially high-risk areas like kitchens and bathrooms)
• Use a turnover checklist for cleaners to report anything unusual
• Save images and notes in a shared folder (Google Drive, Dropbox, etc.)
  This gives you a solid trail in case you need to file a claim or discuss the issue with a guest.

2. Act Fast and Professionally
Airbnb gives you 14 days after checkout—or before the next guest checks in (whichever is sooner)—to file a damage claim.
As soon as you find the damage:

• Take clear, timestamped photos
• Save the receipt or cost estimate for the item
• Message the guest politely, without emotion
  Example: “Hi [Guest Name], I hope you had a great stay! We noticed [specific damage] after checkout and wanted to bring it to your attention. We’ll need to submit a reimbursement request for [$X] to cover the repair/replacement.”

3. Submit Through Airbnb’s Resolution Center
To officially request payment:

• Go to Airbnb’s Resolution Center
• Click “Request money” and choose the booking
• Add your message, images, and receipts
• Airbnb will notify the guest and give them 72 hours to respond
  If they don’t respond or refuse, you can escalate to Airbnb Support directly.

4. Know What Airbnb’s Host Guarantee Covers (and Doesn’t)
Airbnb’s AirCover for Hosts can reimburse you for up to $3 million in damages—but there are limits.
What’s usually covered:

• Broken furniture
• Stolen items
• Deep stains or major messes
  Not usually covered:
• Normal wear and tear (e.g., scuffed walls)
• Cash or rare personal items
• Loss of income due to cancellations or delays
  Understanding these boundaries keeps your expectations realistic.

5. Stay Professional in Every Message
Even if you're frustrated, keep all guest communication calm and respectful.
Avoid blame or accusations. Focus on facts.
Example: “Unfortunately, this item was damaged during your stay. We’ve attached the photos and repair cost. Thank you for your understanding.”
Guests may still leave a review—how you treat them will affect what they write.

6. Prevent Future Damage With Clear Expectations
A few proactive steps reduce future issues:

• House rules: “No food or drink in the bedrooms” or “Please report any damage immediately”
• Welcome message: Mention the importance of treating the space respectfully
• Printed reminders near fragile items or sensitive systems
  People treat your property better when they know you care about it.

7. Build the Cost of Minor Damages Into Your Pricing
Plan for breakage. Every 20 stays, you may need to replace something.
Build a small buffer into your nightly rate or cleaning fee so you’re never caught off guard.

Damage Happens—What Matters Is How You Handle It
Great hosts aren’t the ones who avoid every issue. They’re the ones who handle problems with professionalism, fairness, and systems. When you protect your property while staying guest-friendly, everyone wins.

Need help managing post-checkout inspections, damage claims, or communicating professionally with guests? BookedHosts offers full-service and virtual co-hosting to keep your Airbnb business running smoothly—even when things break. Email info@bookedhosts.com or scroll down to submit your property today.

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