How to File an Airbnb Damage Claim

When the unexpected happens during an Airbnb stay, like accidental loss or damage, it's important for Airbnb property owners to be prepared for the highs and lows that come with owning a property.

It takes a lot of care and effort to manage a successful property, so discovering damage to your  property or belongings can be disheartening—and costly. But with Airbnb's damage claim process, using the Airbnb platform, you can protect your property and your wallet.

Let's dive into the ins and outs of filing a damage claim, Aircover compensation for hosts, and how you can make sure your rental property remains safe and damage-free for all guests.

What is an Airbnb damage claim?

An Airbnb damage claim is your safety net for when accidental damage or unforeseen incidents happen during a guest's stay. Both hosts and guests can file a claim depending on the situation and the damages that occurred. Airbnb's host protection policy, also known as AirCover, gives financial security to hosts and guests in the rare event of property damage. You should note that Airbnb's policies, including Aircover for hosts, don't cover damage caused by normal wear and tear.

Protection for hosts under AirCover:

AirCover provides hosts with substantial protection, offering up to US$1 million coverage for:

• Pet damage protection
• Deep clean protection (for incidents like smoking in your home)
• Income loss protection: Compensation for loss of income if you have to cancel future bookings because of previous damages.
• 14-day filing opportunity: You have 14 days post-checkout to request compensation for damages
• Faster track for Superhosts

Protection for guests under AirCover:

Host liability insurance covers guests with up to US$1 million. This insurance extends to cover bodily injuries, damage, or theft of property and covers those of third parties, including cleaners or any other person who helps you host. Host liability insurance ensures coverage for:

• Personal injury to a guest (or third party)
• Damage or theft of property belonging to a guest (or third party)
• Damage caused by a guest (or third party) to common areas

Step by Step: How to file an Airbnb damage claim as a host

Step 1: Site inspections

Immediately after a guest has checked out, you should thoroughly document damages with photos and videos. Take notes on what happened, who discovered the damage, and when. Detailed evidence increases the likelihood of receiving fair financial compensation for the damage.

Step 2: Communicate with the Guest

Before starting the claim with Airbnb, we recommend speaking with your guest about the damages. The goal is to come to a reasonable agreement on how much you’d like them to pay. Most guests are cooperative and let you know about the damages before you find them, but some may need a gentle nudge to take responsibility and cover a repair or replacement.

Step 3: Submit claim

If you and the guest can’t come to an agreement, head to Airbnb's 'Resolution Centre,' choose the relevant booking, and select 'Request compensation for damages.' You’ll need to provide all the details and costs associated with the damages. 

Important Tip: Make sure to submit your AirCover claim within 14 days post-checkout.

What if the guest refuses to pay?

Your guest will have up to three days (72 hours) to make payment. If your guest doesn't comply within that time frame, you can involve Airbnb Support within 30 days of damage occurrence. Airbnb's support team will aim to come to a fair resolution for you and your guest.

How to file a damage claim as a guest:

If your guest has been injured or had property lost during their stay, they can use Airbnb's host liability insurance intake form to reclaim losses. Their information will be sent to one of Airbnb’s trusted insurance companies, who will handle the claim and work towards a quick and fair resolution.

Partner with Hometime for seamless solutions

While Airbnb's damage claim process is straightforward, navigating it can be challenging. That's why we recommend partnering with Hometime. Our team of Airbnb management experts can manage any challenge and do the heavy lifting for you.

List your home and get started on your journey with Hometime.