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How to File a Successful Airbnb AirCover Claim (Step-by-Step Guide)
If a guest damages your property or steals something, filing an AirCover claim properly can make the difference between a full reimbursement or getting stuck with the bill. Airbnb’s host guarantee process has specific steps and deadlines. Here’s a clear step-by-step guide to help you navigate the Resolution Center and AirCover claim processefficiently and effectively:
Step 1: Document the Damage Immediately – As soon as you or your cleaner discover damage or missing items, grab your camera or phone and take clear photos/videos from multiple angles. Make sure images are well-lit and focused on the issues. Include wide shots for context and close-ups for detail. Most smartphones automatically timestamp photos – this is useful as proof of when the documentation was taken. Don’t clean up or throw anything away just yet; get pictures of the scene as you found it. If an item is broken, photograph it in place and also any model/serial labels if applicable. The clock starts ticking at checkout, so aim to have evidence gathered the same day the guest checks out. Prompt documentation shows Airbnb you’re on top of it and meeting their timelines.
Step 2: Gather Supporting Evidence and Quotes – Beyond photos, assemble all relevant paperwork:
Original receipts or proof of value for damaged items if you have themthanksforvisiting.com. For example, if a guest ruined a $500 rug, having the purchase receipt or a bank statement showing its cost helps verify its worth.
Repair or replacement estimates from professionalsthanksforvisiting.com. If you don’t have original receipts, get quotes. Contact a local repair service or look up replacement costs online. For instance, if a TV was broken, you could get a written estimate from a technician or simply a screenshot of the same model’s current price.
Invoices for your own labor if applicablethanksforvisiting.com. If you or your staff will do the cleanup or fix, you should create a simple invoice for the work/time. Airbnb likes to see a dollar figure attached to the labor, not just materials. You can use templates or tools (even a PDF from a Word template or Canva) to make it look professionalthanksforvisiting.com.
Police report (if needed): For serious incidents (theft, vandalism, major property damage), consider filing a police report. Airbnb’s terms sometimes require a police report for large theft claims or malicious damage, as part of their documentation.
Having comprehensive evidence strengthens your case. Remember, Airbnb doesn’t automatically “owe” you money– you need to present a strong claimthanksforvisiting.com. Think of it like filing an insurance claim: the more proof and cost justification you provide, the better your chances of approval.
Step 3: Contact the Guest Through the Resolution Center – Airbnb requires that you first request compensation from the guest before involving Airbnbairbnb.com. To do this:
Go to the Resolution Center (either via the Airbnb website Help menu or directly at Airbnb’s Resolution Center link) and choose the option to request money for “Damage, missing items, or unexpected cleaning costs.”airbnb.com
Select the reservation in question and submit an itemized request. Be specific: e.g., “Dining table scratched beyond repair – seeking $300 for replacement” or “Extra cleaning fee for smoke odor removal – $150.” You’ll be able to upload your photos and documents here as well.
Submit the request to the guest. The guest will be notified and has 24 hours to respondmashvisor.com.
Keep all communication polite and professional. In your message, you might write something like: “Hi [Guest Name], I hope you enjoyed your stay. Unfortunately, after checkout our cleaner found the living room table was damaged. I’ve attached photos and a repair estimate. I’ve submitted a reimbursement request for the cost. Please let me know if you have questions. Thank you!” Keeping the tone factual, not emotional or accusatory, often yields better responsesthanksforvisiting.com. Importantly, keep all discussions within Airbnb’s messaging system – this ensures there’s a record. Don’t try to negotiate offline; Airbnb can’t review phone calls or texts, so stick to the platformthanksforvisiting.com.
Step 4: Wait 24 Hours for Guest Response – Airbnb gives the guest a 24-hour window to respond or pay the amount you requestedmashvisor.com. One of a few things can happen:
The guest agrees and pays the requested amount. In this best case, the funds will be routed to you (usually taken from the guest’s payment method on file). Case closed.
The guest offers a different amount or declines. They might say they’ll only pay a portion, or they refuse.
The guest does nothing (no response).
Any of these outcomes after 24 hours enables you to take the next step.
Step 5: Escalate to Airbnb (AirCover Claim) – If the guest hasn’t fully paid the requested amount by 24 hours, you can escalate the issue to Airbnb Support for AirCover coverageairbnb.com. In the Resolution Center, there will be an option like “Involve Airbnb” or “Elevate to Airbnb”. Click that, and your claim will be sent to Airbnb’s team (or their insurance partner). At this stage:
Airbnb may ask for additional information. Be prepared to restate what happened and re-upload documentation if needed. Often, if you provided thorough info in the initial request, they already have what they need. But watch your email/Airbnb messages for any follow-up questions from the claims specialist.
Keep it timely: You must involve Airbnb within 30 days of the damage occurring in order to be eligibleairbnb.com. Also, all those supporting documents (receipts, estimates) should ideally be submitted within this timeframe. Don’t wait until day 29 to escalate; the sooner the better, as it shows you’re diligent.
If your accommodation is in a place like Washington State (USA), note that Airbnb’s insurer will handle the review due to local insurance lawsairbnb.com. The process on your end is the same, but just be aware if you see correspondence from an insurance company on Airbnb’s behalf – that’s normal for Washington hosts.
Step 6: Work with Airbnb’s team to finalize the claim – Once Airbnb is involved, an agent will review everything. They might approve the claim as is, negotiate a different amount, or in some cases deny it if they feel it’s not covered or lacks evidence. Be responsive to messages:
If they ask for more info (e.g., “Can you provide a receipt for the broken item’s original purchase?”), try to supply it quickly.
Continue to be professional. Getting angry or rude won’t help; remember the person reviewing is human. Clearly and calmly present your case.
Airbnb aims to resolve claims in a timely manner once escalatedmashvisor.com. Simple, clear-cut cases (e.g., broken glass table with photo proof and receipt) might be approved in days. More complex ones or high-value claims could take a couple of weeks or more, especially if they involve an insurance underwriter. You can check the status in the Resolution Center and you’ll receive email updates.
Step 7: Payout and Resolution – If approved, Airbnb will issue you a payout for the approved amount (minus any amount the guest may have paid). This payout usually comes through as an adjustment to your account, visible under your transaction history. If the claim is denied or only partially approved and you disagree, you can appeal or provide additional info. In practice, Airbnb’s decision is often final, but if you believe something was misunderstood, you can politely ask for reconsideration with new evidence or clarification.
Pro Tips for Success:
Be truthful and accurate. Do not exaggerate damage or claim pre-existing issues as new. Airbnb may require proof the damage happened during that stay (e.g., past guest reviews or photos could contradict you if you’re not honest). Also, inflating costs unreasonably can backfire – Airbnb might then doubt your entire claim. Stick to actual costs; it’s fine to include labor or a service fee if you have to travel to fix something, but don’t, say, claim a 5-year-old TV at full new price without justification.
File on time. The sooner you initiate the process, the better. Airbnb’s policy is within 14 days of checkout or before the next guest checks in, whichever comes firstairbnb.com. Missing that window can disqualify your claim entirely. Even if you’re waiting on a repair quote, file something to get the process started within the deadline.
Stay organized. If you have multiple listings, keep a log of any damages and their resolution status. Don’t let a case lapse because you forgot to follow up.
Use clear communication. When writing your descriptions in the claim, be concise and factual: e.g., “Guest left red wine stains on two sofa cushions (see photos). Professional cleaning required – quote attached for $200.” This reads better than a long emotional story. You can mention if the guest communicated anything relevant (e.g., they admitted by message to breaking a lamp – attach a screenshot of that admission).
What if Airbnb denies your claim? It can happen – perhaps they rule it was wear-and-tear, or insufficient proof the guest caused it. If so, and the amount is significant, you may need to use your own insurance (if you have short-term rental insurance, they might cover what Airbnb didn’t). You can also provide feedback or ask Airbnb for a supervisor review, but there’s no guarantee. The key is to avoid that outcome by doing everything by the book in the steps above.
By following these steps and best practices, you significantly increase your chances of a successful AirCover claim. Many hosts have been compensated for damages ranging from broken dishes to trashed rooms – but those who get fully paid tend to be the ones who document well and adhere to the process. It may feel like paperwork, but a little diligence can save you hundreds or thousands of dollars.
Sources: Airbnb Help Center – Host damage protection (AirCover) – Reimbursement processairbnb.com, Mashvisor – How to file a damage claimmashvisor.com, ThanksForVisiting – Airbnb Damage Claims Guidethanksforvisiting.com
