Airbnb damage claim: how to file with evidence (host guide)
If a guest damaged your place, Airbnb's process runs on two clocks and one rule: ask the guest first, then ask Airbnb, and back every amount with evidence you can verify. Here is the process, taken from Airbnb's own help center and Host Damage Protection Terms.
Disclosure: Airbnb Damage Claim Builder, mentioned below, is our own product, and we earn money if you buy it. You can follow every step on this page for free through Airbnb's Resolution Center. We are not affiliated with Airbnb and take no payment from anyone mentioned here. This guide is general information, not legal advice. Airbnb can change its terms at any time; check the current Host Damage Protection Terms before you rely on any date or rule here.
How Airbnb's damage process works
Host damage protection is part of AirCover for Hosts. According to Airbnb's help center, it reimburses hosts up to $3 million for certain damage caused by guests to the home and belongings, when the guest does not pay. Airbnb's Host Damage Protection Terms (last updated August 1, 2026) describe it as a guarantee of the guest's own obligation to pay you, and state that it is not insurance.
That shapes the order of steps: you ask the guest first, through the Resolution Center, and only then ask Airbnb.
The two deadlines
| Step | Deadline in the current terms |
|---|---|
| Ask the guest to pay, explain why they are responsible, and notify Airbnb of your complaint. A reimbursement request in the Resolution Center can satisfy this. | Within 14 days of the guest's checkout (section 3.1.2) |
| If the guest doesn't pay, file the Host Damage Protection Payment Request Form in the Resolution Center, with evidence. | Within 30 days of the guest's checkout (section 3.3) |
Airbnb's help page adds that the guest has 24 hours to respond to your request. If they don't respond, pay only part, or decline, you can submit the request under Host damage protection, and Airbnb Support reviews it.
Step 1: Document the damage immediately
Airbnb's first instruction is to document the issue with photos or videos, repair or cleaning estimates, and receipts. Do it before you clean or repair anything, if you can. The terms also require you to protect damaged property from further damage, and Airbnb may ask to inspect it.
Step 2: Request payment from the guest in the Resolution Center
Keep the request factual: what was damaged, when you found it, why you believe it happened during this stay, and the amount, with your evidence attached. Do it within 14 days of checkout.
Step 3: Escalate to Airbnb if the guest doesn't pay
File the Host Damage Protection Payment Request Form in the Resolution Center within 30 days of checkout. Section 3.3.2 of the terms lists what to provide:
- The time, cause and origin of the loss, with receipts, photos, videos or documents.
- A complete inventory of each damaged or lost item: make and model, when you bought it, its condition before the damage, and the cost to repair or replace it, with receipts that support the figures.
- Detailed repair estimates for damage to the property itself.
- Receipts or invoices for extra cleaning, where that applies.
- The total amount you are requesting.
- Proof of ownership or responsibility for the property, and a police report where the damage involved theft or a crime.
Evidence must be genuine
The terms require "Legitimate and Verifiable Evidence": documents must be true, accurate, and not doctored or falsified in any way, and they specifically mention artificial intelligence. If Airbnb can't verify what you send, it may ask for more documentation, ask for a different format, or deny the request. Misrepresentation can lead to denial of all pending requests. Never edit a photo or receipt.
What usually isn't covered
Airbnb's help page lists exclusions including normal wear and tear, loss of currency, acts of nature such as earthquakes and hurricanes, and cleaning that is part of a normal checkout, such as laundry, dishes or trash removal. The terms also exclude gradual deterioration and age-related loss of function, and say extra-cleaning claims are paid only above any cleaning fee you charged. Payments may be reduced by money you have already received, such as a security deposit or an insurance payout.
How Airbnb values a loss
Under section 7 of the terms, for most property the payment is the lowest of several measures, including actual cash value (replacement cost minus depreciation) and the cost to repair. So a receipt showing what you paid years ago may not be the figure you receive. Recording the item's age and condition helps everyone see how the number was reached.
A checklist before you submit
- Checkout date written down, with the 14-day and 30-day dates next to it.
- Each damaged item listed once, with its evidence linked.
- Before photos (from turnover or listing photos) and after photos.
- Repair quotes or replacement listings, dated.
- Every message with the guest kept in the Airbnb app.
Frequently asked questions
How long do I have to file an Airbnb damage claim?
Under Airbnb's current Host Damage Protection Terms, ask the guest and notify Airbnb within 14 days of checkout, and file the Host Damage Protection Payment Request Form within 30 days of checkout. Check the live terms, which can change.
Do I have to ask the guest first?
Yes. Airbnb describes the process as requesting reimbursement from the guest in the Resolution Center first. If they don't pay within the response window, you can submit a request under Host damage protection.
What evidence does Airbnb ask for?
The time, cause and origin of the loss; an inventory with make, model, purchase date and condition; repair estimates; receipts; the total amount; and proof of ownership, plus a police report for theft or crime.
Does AirCover cover normal wear and tear?
No. Airbnb's help center lists normal wear and tear, acts of nature, loss of currency and normal checkout cleaning among things Host damage protection doesn't cover.
Is Airbnb Host Damage Protection insurance?
No. Airbnb's terms say it is a guarantee, not insurance, and encourage hosts to buy their own insurance for other losses.
Does the Airbnb Damage Claim Builder file the claim for me?
No. It is our own browser tool for organizing your evidence inventory. You file through Airbnb's Resolution Center, and Airbnb decides the outcome.