Airbnb Host's Guide: Steps to Take When Your Property Is Damaged

No one likes dealing with property damage, but if you’re an Airbnb host, it’s something you should be prepared for. From a broken chair to a stained rug—or even more serious issues—unexpected incidents can occur. The good news is, handling these situations doesn’t have to be overwhelming. With the right approach, you can tackle property damage effectively and keep your rental running smoothly. Here’s a practical, step-by-step guide to help you navigate this common challenge.

1. Stay Calm and Assess the Situation

The first thing to do is stay calm and think clearly. Panicking won’t help, so take a moment to focus before tackling the issue.

If You’re Nearby: Visit the property to see the damage for yourself. Take detailed photos and videos from different angles to capture the extent of the problem.
If You’re Managing Remotely: Ask your cleaner or property manager to assess the damage and provide a report with photos.

Revolvio Tip: Avoid jumping to conclusions or making assumptions until you have all the facts in front of you.

2. Document Everything

Thorough documentation is crucial for resolving damage claims effectively.

Take Photos and Videos: Capture high-quality images of the damage, ensuring you get multiple angles to show the extent.
Write a Detailed Report: Include the date, a description of the issue, and an estimated cost for repairs or replacements.
Save Receipts: Keep receipts for any immediate repairs or purchases you need to make.

Revolvio Tip: Create a dedicated folder for each guest stay to keep all records organized and easily accessible.

3. Communicate With the Guest

Reaching out to the guest directly can often resolve issues quickly and amicably.

Start With a Friendly Message: Politely inform the guest about the damage and ask if they’re aware of how it occurred.
Provide Evidence: Share the photos and details of the damage to support your claim.
Discuss Solutions: If the guest accepts responsibility, agree on how they’ll cover the costs.

Sample Message:“Hi [Guest’s Name], I hope you enjoyed your stay! I wanted to discuss [specific damage]. I’ve attached some photos for reference. Could you let me know if this occurred during your visit? Let’s work together to find a resolution. Thank you!”

4. File a Resolution Request Through Airbnb

If the guest is unresponsive or denies responsibility, Airbnb’s Resolution Center is your next step.

Submit Your Claim: Log into Airbnb’s Resolution Center and provide detailed information about the damage, including your documentation and the repair cost.
Act Promptly: Airbnb requires claims to be submitted within 14 days of the guest’s check-out or before the next guest arrives.
Await a Response: Airbnb will mediate between you and the guest, reviewing the evidence to make a decision.

Revolvio Tip: Be clear and professional when submitting your claim to improve the chances of it being approved.

5. Use Airbnb’s Host Guarantee (If Applicable)

Airbnb’s Host Guarantee can cover significant damage, but it has limitations.

Covered: Damage caused by guests to your property.
Excluded: Normal wear and tear, cash, or damage caused by pets.
How to File: If the Resolution Center doesn’t resolve the issue, escalate the claim under Airbnb’s Host Guarantee by submitting your evidence.

Revolvio Tip: Review Airbnb’s Host Guarantee terms carefully to understand what is and isn’t covered.

6. Check Your Insurance Policy

If the damage isn’t covered by Airbnb or is caused by external factors like weather, your insurance policy may come into play.

Short-Term Rental Insurance: Policies tailored for vacation rentals, like those from Proper Insurance or Safely, often cover guest-caused damages.
Homeowner’s Insurance: Verify if your policy covers rental activity—many standard policies do not.

Revolvio Tip: Look for insurance plans that cover both property damage and income loss due to property downtime.

7. Make Repairs Quickly

Restoring your property to its original condition is critical for minimizing downtime.

Hire Professionals: Use trusted local contractors, handymen, or cleaning services for repairs.
Replace Essentials: Focus on fixing or replacing key items like furniture or appliances to maintain guest satisfaction.
Document Costs: Keep all receipts for tax purposes or future claims.

Revolvio Tip: If you’re not local, rely on a property manager or cleaning team to supervise repairs.

8. Learn and Prevent Future Damage

Take proactive steps to reduce the likelihood of future incidents.

Update House Rules: Add specific guidelines, such as “No smoking indoors” or “Avoid dragging furniture across floors.”
Require Security Deposits: A refundable deposit can help deter careless behavior.
Invest in Durable Furnishings: Choose sturdy, easy-to-clean furniture and materials designed for heavy use.

Revolvio Tip: Regular property inspections can help you catch potential issues before they turn into bigger problems.

Final Thoughts

Dealing with damage to your Airbnb property isn’t fun, but it’s a manageable part of hosting. Staying calm, documenting the issue, and working through Airbnb’s processes will help you resolve most cases efficiently. For added peace of mind, ensure you have the right insurance and a reliable local team.