How to Submit a Damage Report to Airbnb

As an Airbnb host, protecting your property and ensuring a smooth hosting experience is paramount. While most guests are respectful, accidents and damages can occur. Airbnb offers a robust protection program called AirCover for Hosts, which includes Host Damage Protection and Host Liability Insurance, designed to provide financial security in such situations. Understanding the process for reporting and claiming damages is crucial for hosts to recover costs and maintain their property.

Understanding Airbnb’s Damage Protection

Airbnb’s AirCover for Hosts is a comprehensive suite of protections that automatically applies to every booking at no extra cost to the host. It includes several key components relevant to property damage:

Host Damage Protection

This program provides hosts with coverage for physical damage to their property and belongings caused by guests during a stay. As of August 2025, Host Damage Protection offers up to $3 million in coverage for eligible losses. This can include damage to furniture, appliances, electronics, and even vehicles parked on the property. It also covers unexpected cleaning costs due to guest behavior, such as pet accidents or smoke odor removal, and lost income if a host needs to cancel future bookings due to guest-caused damage. It’s important to note that Host Damage Protection is not a traditional insurance policy but rather a reimbursement program with specific terms and conditions. It does not cover normal wear and tear, intentional damage by the host, or damages caused by third-party contractors.

Host Liability Insurance

Complementing Host Damage Protection, Host Liability Insurance offers up to $1 million in coverage for third-party claims of bodily injury or property damage. This means if a guest is injured on your property or if their belongings are damaged or stolen during their stay, this insurance can cover associated legal responsibilities. It also extends to co-hosts and cleaners who assist in managing the property.

The Process of Reporting and Claiming Damages. Find out more about how to report damage to airbnb host.

When damage occurs, prompt action and thorough documentation are key to a successful claim. The process generally involves several steps:

1. Document the Damage Immediately

The very first step upon discovering any damage is to document it thoroughly. This involves:

Taking clear photos and videos: Capture images and videos of the damage from multiple angles, including close-ups and wider shots to show the context. Timestamped evidence is highly recommended.
Detailed notes: Record the date and time the damage was discovered, what the damage is, and who discovered it.
Gathering evidence: Collect any relevant receipts for the damaged items, repair estimates, or invoices for cleaning.

This comprehensive evidence is critical for substantiating your claim with Airbnb.

2. Communicate with the Guest. Find out more about airbnb host damage protection claim process guide.

Before escalating to Airbnb, it is advisable to communicate directly with the guest about the damage. This can be done through Airbnb’s messaging platform. Politely inform them of the damage, present your evidence, and attempt to reach an agreement on compensation. Many guests are willing to pay for damages they have caused, and this direct communication can often lead to a quicker resolution without Airbnb’s intervention.

3. File a Reimbursement Request in the Resolution Center

If you and the guest cannot reach an agreement, or if the guest does not respond within the specified timeframe (typically 24 hours for the guest to respond to a reimbursement request), you can file a claim through Airbnb’s Resolution Center. The process generally involves:

Logging into your Airbnb account.
Navigating to the Resolution Center, usually found under the “Help” section.
Selecting the relevant reservation.
Choosing the option to “Request compensation for damages” or “Send or request money.”. Find out more about airbnb aircover for hosts damage reporting tips.
Filling out the claim form with all the details of the damage, including a description of the incident and the costs associated with repairs or replacements.
Uploading all the documented evidence (photos, videos, receipts, estimates).

4. Adhere to Filing Deadlines

It is crucial to be aware of the strict deadlines for filing claims. Hosts generally have 14 days from the guest’s checkout date, or before the next guest checks in (whichever comes first), to initiate a reimbursement request through the Resolution Center. For certain situations, such as when a guest fails to pay after a reimbursement request, hosts may have up to 30 days from the damage occurrence to involve Airbnb Support. Missing these deadlines can result in the forfeiture of your claim.

5. Escalate to Airbnb Support if Necessary

If the guest does not respond to the reimbursement request or refuses to pay, you can escalate the issue to Airbnb Support. This is typically done through the Resolution Center by selecting an option to “Involve Airbnb” or “Contact us.” Airbnb’s support team will then review the evidence and mediate the dispute. Be prepared to provide any additional information or documentation they may request. For hosts in Ontario, Canada, if Airbnb does not fully pay, there are further steps, including sending a demand letter and potentially filing in Small Claims Court, as Ontario law governs bookings made after September 8, 2025.

Key Considerations and Tips for Hosts

To maximize your chances of a successful claim and to protect your property:. Find out more about filing an airbnb damage reimbursement request strategies.

Understand Coverage Limits and Exclusions: While AirCover for Hosts offers substantial protection, it’s essential to be aware of its limitations. It does not cover normal wear and tear, intentional damage, or damages caused by natural disasters.
Maintain Detailed Records: Keep meticulous records of all bookings, guest communications, property conditions (before and after stays), and any expenses related to damage.
Be Proactive with Maintenance: Regular property maintenance can help prevent some types of damage and ensure that any existing issues are documented before a guest’s stay.
Review Airbnb’s Terms and Conditions: Familiarize yourself with the latest Airbnb Host Damage Protection Terms, as policies and coverage details can be updated.
Consider Additional Insurance: While AirCover provides a valuable safety net, many hosts opt for a separate short-term rental insurance policy to cover gaps in protection, such as wear and tear or higher-value items.
Guest Identity Verification: In some jurisdictions, verifying guest identity is legally required and can serve as a deterrent against problematic behavior and aid in damage claims.

By following these steps and staying informed about Airbnb’s policies, hosts can effectively navigate the process of reporting and claiming damages, ensuring their properties are protected and their hosting business remains viable.