How to Handle Airbnb Guest Damage: Your Complete Guide to AirCover + Claims

Marifil Limpahan
13 hours ago
3 min read

What to Do When Guests Damage Your Airbnb (A Host’s Guide to the Damage Policy)

If you’re hosting on Airbnb long enough, you’ll eventually deal with guest damage — from broken glasses to a stained rug to the dreaded “major repair” that knocks your listing offline and eats into your revenue. It’s frustrating, stressful, and sometimes downright discouraging.

But here’s the truth we teach in our Airbnb coaching program: Damage is a part of the business, but losing money because of damage doesn’t have to be.

In this guide, you’ll learn how Airbnb’s damage policy really works, when you’re protected, and the exact steps to take if a guest damages your rental. Plus, we’ll show you how BNB Guardians uses systems, automation, and smart Airbnb management practices to reduce damage and keep profitability high.

What Airbnb Considers “Damage” (and What It Doesn’t)

Normal wear and tear? Expected. A chipped glass? Annoying but manageable.

But serious damage, broken fixtures, large stains, ruined furniture, holes in walls, or anything that requires repair is something you must document and pursue right away. Guest-caused damage can interrupt your operations, impact Airbnb SEO, and reduce earnings.

And that’s exactly why Airbnb has a damage claim process.

Option 1: Using a Security Deposit

If you charge a security deposit, you have a stronger chance of recovering costs. Airbnb allows two types:

Airbnb-required deposit

Airbnb holds the funds automatically before check-in.

Host-required deposit

You set the amount ($100–$5,000). Airbnb only charges the guest after a verified claim.

Most BNB Guardians clients use a security deposit because:

It discourages negligent behavior
Guests take better care of the property
It provides an immediate layer of protection

If damage occurs, you’ll submit a claim through the Resolution Center — more on that in a moment.

Option 2: No Security Deposit? You Can Still File a Claim

Even if you don’t require a deposit, you can request compensation directly from the guest. If they refuse, Airbnb’s AirCover for Hosts may reimburse you.

But note: not every case gets approved.

This is why having airtight documentation and messaging systems is essential — and why inside our Airbnb coaching program, we teach hosts exactly how to create a “Protect Your Property” workflow.

How to File an Airbnb Damage Claim (Step-by-Step)

You have 14 days after checkout (or until the next guest checks in, whichever comes first). Don’t miss this window.

1. Document everything immediately

Take photos, videos, timestamps, and notes.Record who discovered the damage (you, your cleaners, your cohost).

2. Gather proof of cost

Screenshots of replacement itemsRepair invoicesContractor estimates

3. Contact the guest through Airbnb messaging

This keeps communication documented and improves your odds of success.

4. Submit your claim in the Resolution Center

Airbnb gives the guest 72 hours to respond.If they decline or ignore it, you escalate to Airbnb support.

5. Airbnb reviews and issues reimbursement

Most payouts (if approved) arrive in 9–11 days. Superhosts often get fast-tracked.

What If the Guest Refuses to Pay?

This is where Airbnb’s coverage kicks in.

If you charged a security deposit:

Airbnb pursues the funds.

If you didn’t:

You escalate through AirCover. Airbnb decides based on documentation.

It’s not guaranteed, but strong evidence dramatically increases your chances. This is why BNB Guardians recommends using:

✔ Guesty’s automated communication + task tracking

Your cleaners can upload damage photos right into Guesty, timestamped and assigned to the correct booking — eliminating delays and giving you solid proof.

3 Ways to Protect Your Airbnb from Damages Before They Happen

1. Charge a security deposit

It sets expectations and discourages reckless guests.

2. Get proper vacation rental insurance

Airbnb’s AirCover is not a full insurance replacement.You still need STR insurance for:

Water damage
Fire
Lost income
Non-guest-related incidents

Providers many hosts trust include:SliceVelocityProper Insurance

3. Implement guest verification + automation

Guesty lets you:

Require verified IDs
Flag risky bookings
Automate house rules and check-in messages

Proactive communication reduces 90% of guest misunderstandings that lead to damage.This is core Airbnb strategy we teach inside our Super Host Academy.