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It’s the moment we all dread as Airbnb hosts—when an Airbnb guest damages your property or steals from you. But it will inevitably happen! So, today, I want to discuss how you get reimbursed when a guest damages your Airbnb and offer a few tips to avoid that happening in the future.
In this Airbnb hosting blog post, I will run through a couple of different scenarios and share how I would approach each one! As always, there is a lot to consider, and not every situation is the same. I will also share more about Airbnb’s AirCover program and how it differs from a simple Airbnb money request.
New here? I’m Sarah! I am a top-rated Airbnb superhost with multiple condos on 30A. I consistently earn 5-star reviews from my guests. My goal is to work smarter, not harder, with a detail-oriented, proactive approach to hosting. Why? Because we love to spend our time traveling!
Let’s dig in!
Getting Reimbursed If An Airbnb Guest Damages Your Property
I wish Airbnb guests took as much care with our short-term rental properties as we, as hosts and property owners, do, but they generally don’t.
In your Airbnb hosting journey, you will inevitably encounter situations where a guest breaks something, steals something, or causes damage to your property. In some cases, they will contact you to let you know. Other times, they will attempt to hide it, and sometimes, they will flat-out deny it. And sometimes that has merit!
Before I discuss the various scenarios and solutions, I want to quickly explain how Airbnb’s AirCover protection program works. This post will often refer to filing an AirCover claim and sending money requests, so it’s important to understand the difference.
Airbnb AirCover & How It Works
All Airbnb bookings come with their signature AirCover protection. AirCover for guests specifically deals with issues related to their reservation, safety, and cancellation, so I won’t be talking about the guest coverage here.
However, I will be talking about Airbnb AirCover for hosts because this includes host damage protection and liability insurance. The previous link has all of the information, so please dig through that for full and official details about AirCover. I am just giving a summary of specific components here. And, please know that AirCover is NOT a substitution for your standard insurance policies.
The two main features of AirCover for Airbnb Hosts are:
Today, we are digging into the Airbnb damage reimbursement portion. This covers damages, missing items, or unexpected cleaning. It even covers income lost if you have to cancel reservations due to damage caused by a previous guest. Click here to read all of the details.
However, before you can open an AirCover claim, you must contact the guest and submit a payment request through Airbnb’s resolution center. If that doesn’t work, you move on to AirCover. I want to point this out because there is no way to file an Airbnb claim without involving your guest. Even if it reaches the claim stage, Airbnb will cover you, but will likely pursue the guest for reimbursement.
For major issues and blatant violations, I always recommend calling Airbnb first to report extensive damage, parties, or similar incidents so they can document it and have it on record. They will often help guide you through the next steps!
Step 1: Requesting Money From An Airbnb Guest
First, you need to document the damages. Then, you have 14 days from checkout to submit a money request through Airbnb’s resolution center. The guest will have 24 hours to respond. After that, AirCover steps in. You can do this right away. Or, if you are worried about a retaliatory review, some people like to wait until the very end of the 14-day window (which coincides with the review window) to do this.
In most cases of substantial damage, I think it’s better just to do it right away so you can get things repaired and back to normal for the next guests.
Step 2: Filing An Airbnb AirCover Claim
Once you get AirCover involved, they take the reins! It’s important to know that by doing so, you give Airbnb consent to review all Airbnb communications between you and the guest. This is why it’s VERY important to keep all communication on the Airbnb platform (as opposed to text and email).
From there, they will likely ask you to submit the supporting documentation, including photos of the damage. You MUST do this within 30 days of the damage or loss, so make sure to get those from the very start.
The exact process from here will vary, but as long as you have proof and the damages were beyond regular wear and tear and standard cleaning, you should be able to get reimbursed for guest damages. But every situation is different. So, let’s look at some real-world Airbnb hosting scenarios.
What Do You Do If An Airbnb Guest Damages Or Steals Something?
First, as much as it hurts, set aside emotions and take a solution-oriented approach to any Airbnb guest-related damage. The goal is to get things back to normal as soon as possible.
Great guests will let you know as soon as an accident happens. Mediocre guests will try to hide it. The worst guests will flat-out deny it. It’s just the way it is! But you have to ask yourself, is this even worth pursuing? Are these actual damages that need to be repaired, or were they just slobs?
Cost Of Doing Business vs Seeking Reimbursement
I want to point out that many expenses fall under the cost of doing business and may be considered standard wear and tear by Airbnb. In my opinion, all linens are consumables, and I always have ample backups on hand. In my Airbnb bedding and Airbnb towels blog posts, I talk more in-depth about this.
Stained towels and bedding occur frequently, and I do not hold guests responsible for these issues. My beach towels walk away more often than I would like. Similarly, wine glasses get broken, and silverware counts dwindle as time goes on. Again, this is the cost of doing business. In my Airbnb Kitchen Essentials post, I share my favorite Airbnb silverware from Target. I love it because you can buy smaller packs as needed, versus a whole new set.
I have an Airbnb hosting blog post that lists all the items I make sure to buy in multiples!
But other things are a big deal! I have had a sofa bed broken, my Roku TV cracked, and my beach chairs stolen. It’s your right to get compensated for these issues. So, now, let’s look at some scenarios.
SHOP: My List Of Top Deals For Your Airbnb (Updated Daily)
Scenario 1: Your Airbnb Guest Damages Something But Tells You About It
No one ever likes to get these messages when an Airbnb guest damages your property, but at least the guest was kind enough to tell you. This gives me a head start on replacing the damaged item, and I often already have a backup.
If a guest notifies you that they broke something small, such as a wine glass or a plate, just thank them for letting you know. I would replace it, but I would not worry about reimbursement. Your forgiveness goes a long way and will be remembered when they leave you a review.
On the other hand, if they broke something major, here are the next steps.
Take the following steps:
#1 Ask them to send you photos through the Airbnb platform.
#2 Determine if it can be repaired or if it needs to be replaced.
#3 Start securing a replacement or getting bids from vendors. I can often arrange Target same-day delivery with replacement items.
#4 Get it taken care of asap if possible, especially if it’s a crucial part of your rental, such as a TV or sofa bed.
#5 Send your money request within 14 days. This is tricky, especially when a contractor is required, such as for a hole in the wall. But you need to do your absolute best to have an actual amount by then. The same applies to invoices for deep cleaning. You need those costs documented.
#6 Send the Airbnb money request to your guest.
#7 What if they refuse to pay or ghost you? This happens often, especially when the repair is costly. Then move on to AirCover. If you have all your documentation in your Airbnb message thread, the claim should be fairly easy.
Scenario 2: You Notice Something Broken, Damaged, Or Missing At Your Airbnb
This is the more likely scenario and will require us to go on a bit of a choose-your-own-adventure! Let’s say you or your cleaners notice something missing or damaged in your Airbnb short-term rental. What should you do first?
Things To Do Before Reaching Out To Your Guest
It’s never a good idea to be accusatory about missing items or Airbnb guest damage, especially if you are not there in person to verify the issue. Before reaching out to your guests, ask your cleaners for detailed photos of any damaged or missing items.
Do You Know For Certain That Airbnb Guest Is Responsible?
This is the hard part. Are you 100% sure that this specific guest stole the items or caused the damage?
One time, I was staying in one of our condos just down the hall from our 30A studio. I was the last person in the unit before check-in and the first after. Two of four pool towels were missing. I knew for sure they took them. Did I say anything? No, because, in my opinion, that is the cost of doing business. Although some may disagree, it wasn’t worth jeopardizing a good review from otherwise very happy, easy guests.
But most of the time, you are not there. And honestly, the damage may have been hidden and gone unnoticed for a couple of turns. It is very helpful if the cleaners can take a series of photos after they finish each turn. This ensures you know how things were prior to check-in. Otherwise, it’s their word against your guests, and while I love my cleaners, I would not be 100% confident that we could pin something on a specific guest.
Reaching Out To Your Guest For Reimbursement
Hopefully, you are certain your guest was responsible; even if you aren’t, it’s time to reach out to them. Before sending a money request, send them a friendly message outlining your concerns. Here are some examples of messages I would send regarding various Airbnb guest-related damages.
Airbnb Message: Example 1
Hello! My cleaners just notified me that our two beach chairs are missing from the condo. Do you know where they could be? I wanted to check with you before buying the replacements.
From there, if they say they lost them or they were stolen, you can tell them that you will replace them and send a money request through Airbnb for the cost. And this actually happens. I had guests leave my beach chairs at the beach all day, and they came back to them gone. They weren’t going to say anything about it until I asked them. This is a crucial item that needs to be replaced as soon as possible for the next guest.
READ: Don’t Ghost Your Host: How To Be A Great Airbnb Guest
Airbnb Message: Example 2
Hello! My cleaners just told me that the TV in the living room has a large crack. I will need to replace it and wanted to reach out to you before submitting a reimbursement request.
After the message above, attach a photo of the damage. The guest will either admit or deny the damage. If you are certain they were at fault, send the money request. But I hope that you have a photo of it before they check in.
Airbnb Message: Example 3
Hello! When cleaning today, my cleaners encountered multiple pet accident stains on the carpet and chew marks on the coffee table. This is beyond the scope of our standard cleaning as I will need to hire carpet cleaners, and the table will need to be replaced. I just wanted to reach out here first and send the following photos. Once I have the total cost for the extra cleaning and repair, I will send a money request through Airbnb.
In this case, you likely know it was this specific guest who brought an animal. They likely will not want to pay. However, you need to follow all of the steps I outlined earlier in this post to ensure you are able to make an AirCover claim for Airbnb guest damages.
Filing An Airbnb AirCover Claim For Airbnb Guest Damages
In all of the instances above, you will have already communicated through Airbnb messages, sent photos, requested money, and attempted to resolve the issue. If they don’t pay, then you’ll file your AirCover claim.
As mentioned earlier, it is imperative that you communicate via the Airbnb app and include as many photos as possible. There are times when you can’t prove that this specific guest caused the damage, so it’s crucial to document your property as often as possible.
How Do Reviews Work When A Guest Damages Your Airbnb?
So, let’s address the elephant in the room—Airbnb reviews. Will an Airbnb guest leave you a negative review if you request reimbursement for stolen or damaged items? Maybe. Probably.
If they do, it stings. I get it. But, just leave a reply, kindly addressing the issue. These guests won’t see it, but future guests will, so your tone and response are what matter.
There are occasions when you can appeal to Airbnb to have a review removed for violating its review policy. The most common ones are extortion, bribery, intimidation, or coercion. If a guest says something like, “I’ll leave a bad review if you make me pay,” or “If you don’t make me pay, I will leave you a 5-star review,” you may be able to have it removed.
Additionally, if they threaten you during the review, harass you, or leave private information, Airbnb will likely be able to remove it.
So, this is why I let some things go. I have had guests duct tape a baby monitor to a wall, causing the paint and a portion of the drywall to come off. It cost me about $150 to have it fixed. I decided not to go after them for it because they told me about it and apologized profusely. They stayed for a full week and spent $ 4,000. They left a great review. Another host may have charged them. It’s all up to you!
Additionally, I always recommend waiting until the end of the 14-day window before submitting your review. This reduces the likelihood that they will leave a retaliatory review, and hopefully, they will not leave one at all.
READ: Airbnb Furniture Guide: What To Look For
Tips To Minimize Damages At Your Airbnb
There are steps you can take to prevent damage to your rental property and theft from your Airbnb.
Avoid items that are complicated to use and prone to breakage. My $60 Keurig Mini never breaks, but a fancy coffee maker with numerous parts is more likely to. Make sure to have extras of items that break often or are frequently walked away with, such as TV controllers, wine glasses, and linens, on hand in your owner’s or cleaning closets.
READ: 16 Airbnb Essentials You Should Always Have Backups For
As pretty as they are, avoid branded items such as beach towels or coffee cups with your rental’s name on them. People will take them as souvenirs. Consider offering to sell them and keeping backups on hand. Heck, it’s good marketing wherever they take it down the road. Or avoid them altogether.
If possible, don’t buy name-brand items. People are more likely to steal your Stanley water bottles than your generic ones. The same goes for extras such as coolers and popular Airbnb games.
Be cautious when allowing additional guests and gatherings at your rental. This often leads to careless visitors who may not take care of your property.
Lastly, build a strong rapport with your guests early on. Be friendly and make sure they know it’s a real person behind the messages who cares about their stay. Guests are less likely to steal from someone when they feel connected to you. In your Airbnb House Manual, let them know that you know accidents happen and appreciate being notified about them right away. You are more likely to hear about any Airbnb guest damages straight from the guests that way.
Dealing With Airbnb Guest Damages & Moving On
I hope this Airbnb hosting blog post helps you address Airbnb guest damage in the future! It’s frustrating, and honestly, it hurts when people take things from you or damage your property. But remember that this is a business. Take care of it, try to get reimbursed, and, most importantly, get things back in order for your next guest!
READ: Protecting Your 3 Ps As A Host: Property, Profits, Peace
More Airbnb Hosting Tips
Here at Our Little Lifestyle, I have countless helpful tips for Airbnb hosts like you. I also have resources for people who are considering becoming Airbnb hosts and deciding where to buy a rental property.
The best way to browse my Airbnb posts is to start with my 5-Star Airbnb Hosting Guide. But here a some shortcuts if you’d like them!
- All Airbnb Posts
- Getting Started On Airbnb
- Airbnb Buying Guides
- Airbnb Hosting Tips
- Business And Airbnb Taxes
PIN: Getting Reimbursed For Airbnb Guest Damages
I was thinking about offering my 2 ebikes for guests to explore the local area. what are your thoughts on this and how to safeguard around this ensuring they know they are responsible if they leave them unlocked and someone steals them on their travels…. Are there safety waivers also for people to sign off on.? Should i develop something?
I wouldn’t do it for expensive e-bikes. I would have a rental company on hand that you can refer them too. For regular bikes, if you want to include them, you would just want to make sure they know in advance that they need to lock the and like everything, make sure they know they are responsible for lost or broken items. In the area we own, bikes are lost and swiped all of the time, so I personally wouldn’t include them, but I try really hard to minimize pain points at my rentals.